JOB DESCRIPTION JOB TITLE DEPARTMENT REPORTS TO POST HOLDER GRADE
Senior Technical Services Analyst ICT Technical Services Manager Vacant D Upper, Role Profile 2 (Professional & Technical Services Job Family)
JOB PURPOSE To provide day to day support to ensure the effective and efficient operation of the ICT infrastructure including the Agency’s Wide Area Network, Local Area Network and Voice Network. ORGANISATION CHART Technical Services Manager
Technical Services Analyst
Technical Services Analyst
Technical Services Analyst
DIMENSIONS Operational • Responsible for supporting the Agency’s ICT infrastructure encompassing its Wide Area Network, Local Area Networks and Voice network. • Responsible for supporting the Agency’s corporate servers (currently 10) and for the logical and physical security of the corporate data held on them. The task is made more complex because of the number of sites involved • Responsible for supporting network peripherals such as network printers and photocopiers Staff •
There are no staff directly reporting but the post holder will be required to provide technical supervision to less experienced staff. PRINCIPAL ACCOUNTABILITIES
Network Management 1. Using standard procedures and tools, carry out defined tasks associated with the planning, installation, upgrade, operation, control and maintenance of local and wide area networks for communication of data, voice, text or images. 2.
Use network management systems software and appropriate analysis equipment to collect routine network load and performance statistics creating appropriate management reports.
3.
Investigate and diagnose network problems, working with users, other staff and suppliers as appropriate. Resolve such problems to maintain overall network performance.
4.
Carries out configuration / installation and reconfiguration of hardware and software.
5.
Carries out surveys to establish network connection requirements.
6.
Maintain accurate and up to date records of system configuration for all corporate servers.
Network Security 7. Maintains awareness of the implication of any legislation or other external regulations which affect security within any defined scope of activity. 8.
Investigate and reconcile violation reports and loggings generated by automated policing mechanisms in accordance with established procedures and security standards.
9.
Assists users in defining their needs for new access rights and privileges, and operates and administers logical access controls and directly associated security services relating to all platforms used in order to provide a continuous and secure access service to all ICT facilities.
10.
Ensures that appropriate anti-virus protection measures are installed and maintained.
11.
Ensures that data backups are undertaken in accordance with Company policy and restores data when required.
12.
Maintains auditable records and user documentation. Assists in the preparation and maintenance of other documentation such as business recovery plans, particularly in the data collection and compilation/production/distribution phases of the exercise.
13.
Provides advice and handles all enquiries relating to network security, contingency planning and activities of the function.
Corporate server management 14. Undertake the full range of defined tasks associated with implementing, operating and controlling the installed server hardware and software. 15.
Carry out required monitoring, logging and reporting tasks, taking action on known or complex problems advising Manager or specialists only when management or specialist attention is required.
16.
Use available software or specialist monitoring tools to maintain awareness and control of the hardware and software. Identifies and rectifies a broad range of operational exceptions and error conditions and deals sensibly and responsibly with unexpected or extraordinary events or incidents. Where these actions necessitate modification, restriction or complete removal of resources or services available, communicates with users, specialists and others, using appropriate methods, to inform and escalate if necessary.
PLANNING AND ORGANISING • Required to plan and organise own work in a rapidly changing and technical environment. • This post requires a high degree of planning to ensure that essential network and server maintenance is performed without disruption to the business. • The ongoing development and improvement of service levels required careful planning. • It is possible that a significant proportion of the workload will be generated by unforeseen problems that may severely impact the business. The prioritisation and resolution of these problems needs to be carefully planned and well organised. • Monitoring of network performance and utilisation will require careful planning. • The approach to logical user access needs to be well thought through to ensure the appropriate security for corporate resources. • Need to plan the rollout of software patches and upgrades. DECISION MAKING • Constant decision making on priorities. • Decision making on technical matters on a regular basis. • Decision making on implementing individual or group access to corporate resources. • Assessment of the implications of statistics generated by server and network monitoring tools. INTERNAL AND EXTERNAL RELATIONSHIPS • Development of positive relationships with service providers and suppliers. • Will need to work closely with the Desktop Support team to ensure a seamless ICT service is provided to staff within the Agency. KNOWLEDGE, SKILLS AND EXPERIENCE NEEDED • Degree in a related discipline preferable. • Demonstrable experience in a technical ICT role supporting corporate servers and networks. • Requires a good applied and theoretical knowledge of Microsoft Network Operating and back Office systems. The job holder should be a qualified Microsoft Certified Professional (MCP). However a commitment towards achieving MCP status within one year could be considered. • Good working knowledge of network topologies and principles. Good knowledge of CISCO technologies. • Membership of the British Computer Society (MBCS) is desirable. • Requires a good understanding of the organisation so that the business impact of ICT problems can be readily understood and prioritised. • Good working knowledge of TCP/IP. • Team player. • Highly motivated self starter, able to work on own initiative with minimum supervision and committed to self-development. • Pro-active approach to quality. • Good inter-personal skills. • Must be well organised and practical with a logical, analytical approach to problem solving. Pays careful, close attention to detail. • Must be able to manage conflicting priorities in an effective and professional manner. • Must display a responsible attitude to following procedures, keeping records and caring for equipment and other assets. • Fully conversant with physical security (access control, backup storage,
environment, power supply etc) and logical security (access control, logging, input vetting, data security, change controls etc). • Has good experience of installing many of the items of hardware and/or software to be found within the Agency; has also acquired specialist expertise in several areas of installation. SPECIAL FEATURES • Must be able to operate in a rapidly changing, very complex and technical environment. • There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems. • Possession of a driving licence would be desirable to facilitate travelling between the various sites that need to be supported. WHERE DOES THIS ROLE NEED TO BE BASED The post will be based at Renaissance House, Warrington, but there may be a need to travel to other offices occasionally. The position will also involve unsocial hours at times. COMPETENCY PROFILE
Communications C Enables open and participative exchanges whilst impressing o Reacts in a non judgemental and non defensive way to challenges o Uses a full range of media for communication o Uses personal examples of feelings to engage an audience o Actively values the contributions of others during meetings o Encourages participation through probing and opening questions Concern for Quality C Monitors quality of work o Systematically monitors own or others’ work to ensure high standards of professionalism. o Provides feedback and advice to others so that they can improve the quality of their work. o Checks to ensure adherence to policies, procedures, standards and regulations. o Promotes the importance of quality across the team/business area. Confidence B Able to be assured in new and uncertain situations o Able to work in situations of uncertainty o Is decisive o Willing to try out new ideas and ways of working o Able to work without direct/continuous supervision o Views errors as opportunities for learning Information Seeking A Extracts data and personally investigates o Extracts specific information from standard systems upon request. o Produces information to deadlines. o Finds and questions those that are closest to the problem or situation. o Personally investigates issues to find out more, e.g. visits, speaking to those involved. Service Orientation C Works to exceed customer expectations o Delivers more than was promised. o Matches underlying customer needs with available or customised products or services. o Offers the customer tailor-made solutions based on identified needs. o Takes action for the customer beyond normal expectations. Striving for Success C Sets and achieves targets o Regularly exceeds targets/expectations. o Sets high standards for self and/or others. o Has a drive to create and deliver own standards of excellence. o Makes changes in methods of work to improve business results. SELECTION AND ASSESSMENT Minimum process: Additional relevant process: Presentation 0 Panel Interview R Written report 0
Competency Assessment R JOBHOLDER SIGNATURE: IMMEDIATE SUPERVISOR/ MANAGER SIGNATURE: DATE:
Group discussion 0 In-tray exercise 0