Senior IT / Ict Support Engineer

Senior IT/ICT Support Engineer

The role will be based in Merthyr Tydfil, north of Cardiff. This is a permanent role with a good package.

Key areas of this role:
• People management (managing two to three 1st line support staff).
• Customer service – need to be able to serve the users to a high standard
• Experience with Cisco routers/switches, VLAN, user security; active directory, server security (physical, virtual, Vmware/Hyper-V), Windows 7/8 and PC/Thin client.
• Good knowledge in Microsoft packages including Visio, Office, MS project would be a bonus but not essential

Overall purpose of post:

The overall purpose of this post is to ensure that the installed ICT infrastructure is configured and managed to meet the needs of the business and its users both, internal and external.

General requirements:

Good oral and written communication skills combined with analytical skills, such as the ability to structure a clear argument and a keen attention to detail. Good time management and self-organisation skills, including an ability to work on own initiative with limited supervision, while recognising issues that require onward referral. Good interpersonal skills, including the ability to deal with individuals at all levels. The post holder should be positive, self-motivated and able to work to timescales. They will be an experienced I.T. professional with broad based knowledge of ICT Infrastructure support.

Detailed responsibilities:

• To provide leadership and support where required to the 1st. line support engineers.

• To liaise with 3rd. parties (suppliers and contractors etc,) in the procurement, installation, configuration and support of the ICT Infrastructure.

• To ensure the infrastructure is adequately protected against threats, both internal and external, utilising appropriate hardware and software technologies e.g. firewalls, anti virus, anti spam, malware, and adware detection software etc.

• To ensure that the required level of security is maintained on the company’s servers in terms of permissions and access control lists, ensuring that staff only have access to areas for which they have been duly authorised.

• To maintain the hardware and software asset databases ensuring that it always accurate and up to date.

• To ensure that contractual and/or legal requirements regarding software licencing are strictly adhered too.

• To ensure that all documentation and procedures relating to infrastructure installation, configuration and support activities within the department are regularly reviewed and updated as necessary.

• To instil, promote and maintain working relationships with all levels of management, employees and clients.

• To prioritise workload to ensure that the competing demands of client and that of the organisation are met.
• Continually seek to update knowledge.
• Adhere to any Department or Company procedures and standards relevant to the ICT Support team.

Data Protection and Information Security

• To adhere to the requirements of the Data Protection Act in respect of confidentiality, security and disclosure of personal data.
• To comply at all times with the company’s Information Security Management (ISMS) policies and procedures.
• To report any suspected incidents or any observed weaknesses with the company’s Information Security Management System to your Line Manager or the Information Security Manager immediately.
• As a member of the Information Security Management System forum with specific responsibility for advising on technical infrastructure security issues, maintain contact with ‘special interest groups’ etc. ensuring that any relevant knowledge or information obtained in this capacity is acted upon.