IT Senior Support Engineer

Main function of job:To assist the IT Operations Manager in delivering PCI’s IT Operations (ITOps)To provide third-tier backend, desktop & end-user support for all locationsTo ensure elements of the Business Continuity infrastructure are operational and effectiveTo assume an autonomous role in delivering third-tier support for existing systems & softwareTo manage rollouts and other infrastructure projects to agreed specifications and timelinesTo assist the IT management team by delivering administrative and technical support

Responsibilities

• To maintain PCI’s multi-site infrastructure in conjunction with the Head of IT, Deputy Head of IT and ITOps Manager
• To understand and maintain the secure Network Segmentation infrastructure
• To understand and maintain the Business Continuity infrastructure
• To project manage assigned deliverables within the programme of works, sub-allocating work to any IT staff or contractors, as appropriate
• To provide IT advice and full support to PCI staff at all locations
• To maintain operational integrity of the PCI infrastructure through proactive monitoring
• To effectively use the incident management system to track & resolve issues to agreed SLAs
• To autonomously manage infrastructure hardware and software rollouts
• To build, deploy and document systems to agreed specifications
• To maintain hardware and software asset registers
• To perform defined system health checks at designated intervals
• To design, maintain and support Assembly Buildings’ Building Management Systems & Audio-Visual technologies
• To provide practical support to Assembly Buildings’ Conferencing
• To provide management reports as necessary
• To manage the IT stores, ordering and issuing as required
• To assume full autonomy for complex, multi-component specialisms from the services defined in PCI IT Services Catalogue, as allocated by the IT management team
• To liaise directly with third parties to deliver appropriate outsourced technical support and services, when required, ensuring value for money, quality and acceptable SLAs
• To contribute in the enforcement of compliance policies relating to intellectual property, data protection and other legal and statutory regulations
• To work within IT policies and procedures
• To update IT documentation and configuration management systems
• To ensure system security & integrity at all times and mitigate risk, when necessary
• To work within GDPR and other regulatory constraints, following agreed standards and procedures
• To provide desk-based and formal training to staff, when required
• To ensure personal skillset remains current and relevant in order to fulfil the ongoing requirements of the post

Skills and Qualifications

• Third level qualification in an IT related discipline or at least three years’ experience in a similar support role within a medium to large organisation
• At least three years’ experience in a similar IT support role
• At least three years’ support and deployment experience of Windows Server or Windows desktop operating systems within an Active Directory or Azure infrastructure
• At least one year’s experience in administering a cloud-based, Azure infrastructure
• At least one year’s experience in project management and change management
• Experience in the installation, management and support of active network components (switches, routers and firewalls)
• Experience in diagnosing complex network faults (routing, subnetting, VLANs, VPNs and WAN), ideally in a multi-site environment
• Broad deployment and fault diagnostic experience of enterprise hardware (computers, components, servers, switches, routers, firewalls, telephony and network printers)
• Experience in configuration management, asset management and incident management
• Must be available for flexible working when required
• Willingness to commit to working within the Christian ethos of PCI
• Access to a vehicle for work purposes

Further Information

Number of Posts: 1Hours per week: 37.5

We are an equal opportunities employer.

Area: Derry or Londonderry

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