Infra Specialist / Engineer

- Provide assistance, knowledge and user support in all aspects of IT to ensure the company's business gets maximum benefit from IT systems

- Perform system changes and developments to any of company's systems and applications to agreed standards and timescales.

- Provide basic hardware/software configuration, fault finding and problem resolution.

- Conduct routine maintenance, monitoring and administration on IT systems, hardware, network and business applications.

- Provide video and audio-conferencing system support to end users

- Supporting Group Digital projects/initiatives

- Liaise with external support organisations to ensure their service meets company's business requirements e.G. Service Desk, Telecoms provision and support.

- Answer technical queries and meet operational service levels

- Ensure own work satisfies quality requirements and is documented to departmental standards with all associated databases updated.

- Work as a team member and share knowledge with colleagues.

- Work to agreed personal development plans to broaden the skill range available for all systems and application areas.

- Generate KPI’s and reports to share details on the IT service and IT activities.

- Provide user training, hints and tips and other user assistance as required on systems and applications.

- Provide purchasing advice to and purchase IT equipment on behalf of the business, place orders and manage the stock of IT equipment and spares.

- Be available to support the business during ‘out of core hour’ working time.

- Proactively supports and operates solutions and takes measures to enhance processes and improve service delivery.

- Manage incidents and requests from customers.

Job requirements

- A sound range of IT skills, which need to be kept up to date in line with IT developments in the business.

- Have a basic understanding of the desktop and LAN\ WiFi\WAN technical domains, involving familiarity with a wide range of environmental components and support tools.

- Good knowledge of computer hardware, Windows and Mac operating systems, and software applications

- Good understanding of mobile / smart devices, Android and iOS

- Good working knowledge of video conferencing platforms, Zoom, BlueJeans, Skype for Business

- Good working knowledge and experience in managing Office365 and Azure

- To demonstrate the ability to acquire and apply new technical knowledge, be able to work without close supervision.

- Work to high professional and personal standards in a disciplined manner to agreed standards and procedures and maintain appropriate databases and documentation

- The ability to work within a complex technical environment and able to perform tasks and resolve problems on a variety of systems and applications

- The ability to work within a team and be willing to share learning and to learn from others.

- Possession of good verbal and written communication skills.

- Maintain good personal skills and an ability to cope with potential conflict.

QUALIFICATIONS AND EXPERIENCE

- IT / engineer related diploma from polytechnic or degree from university

- Microsoft Certified Systems Engineer (MCSE) or a COMPTIA certification would be beneficial.

- ITIL Foundation V3 would be beneficial

- Thoroughness for investigating and monitoring systems and tenacity for resolving the root cause of problems.

- Familiarity with professional development standards

- Thorough knowledge of IT products and the marketplace

- Maintaining a good network of contacts within IT and within the business

- It is beneficial to have experience in the following technical support areas – Windows operating systems, LAN / WiFi / WAN, Office 365, Office products Outlook, Internet Web Browsers, Skype, Zoom, BlueJeans messaging and conferencing.

PREFERRED SKILLS

- Strong interpersonal, communication and presentation skills.

- Must be analytical, self-driven and proactive in keeping up with new technologies and attention to details.

- Independent worker with initiatives, resourceful, positive attitude, friendly deposition, good team player and able to deliver results within tight deadlines.

- Experience of project management tools and techniques to assist in major Information Technology implementation projects.

- Some on-call or after hours work may be required