We are currently recruiting a dynamic and motivated individual to join the Back Office team as an ICT Technical Support Engineer. Reporting to the ICT Technical Support Manager, you will be working in a highly supportive yet demanding environment where excellent customer service skills and a strong work ethic are paramount. A broad set of IT experience is needed to support the array of systems the College provides and there will be opportunities to lead on specific systems and projects over time.

Primary purpose of role

Working within the ICT Back Office team to provide 3rd line support to staff and students. Planning, implementing, supporting and maintaining College ICT systems and infrastructure to consistently high standards.

Required skills and experience:

-Second/third line ICT support role within an ITIL environment

-Windows Server 2008-2012 configuration, troubleshooting and migrations

-Active Directory and Group policy management

-Strong wireless networking knowledge (Xirrus preferred)

-Management and troubleshooting of wired networks including VLAN management (Cisco preferred)

-Management of virtual server platforms (Hyper-V or VMWare)

-Hardware and SAN storage devices

-Networking services (DHCP, DNS, SNMP)

Desirable knowledge and experience:

-Cloud Service Models (IaaS, SaaS, PaaS)

-Experience of Microsoft based platforms including SharePoint, Skype for Business, SCCM and Exchange

-Print management solutions (e.g. Equitrac)

-Microsoft Office/Office 365 application support

-Client virtualisation technologies e.g. RemoteApp

-Security/authentication platforms (Radius, ADFS, ACLs)

-Firewall/Content Filtering configuration and troubleshooting

-Backup, DR and High Availability tools, planning and implementation

-Previous experience working within an Education environment

-Website administration/IIS knowledge

-Experience of working on projects that use Agile/ Scrum/ Prince 2

-An understanding of Linux and Mac systems

-IT vendor/supplier management

-Monitoring tools such as PRTG

-Classroom management platforms (e.g. Lanschool, Netsupport School)

Main Responsibilities and Duties:

3rd line support of service desk tickets. Play a key role in the day-to-day management of the IT infrastructure. Ensure the multi-site infrastructure is developed to support the delivery of time-critical business systems to a large user customer base. Manage the network infrastructure, installation, upgrades, maintenance, security, enhancement and monitoring and fine-tuning of network application and server performance through the use of industry standard tools. Hyper-V support, installation, management and maintenance. Maintain and develop Microsoft systems such as Skype for Business (including enterprise telephony), Office 365, SharePoint, SCCM, Exchange, Active Directory and associated services such as Group Policy, Logon Scripts, DNS and DHCP etc. Administer and support the Internet filtering system (Lightspeed). Manage server builds, upgrades installation, maintenance, administration and repair Co-ordinate the frontline delivery of project work and ensure standards are met and objectives are realised. Respond to escalated customer issues within the parameters of the published SLA and record the results and details of all customer interaction both inbound and outbound in the ICT Helpdesk system Work closely with suppliers, technology partners, colleagues, senior management and internal customers to resolve complex issues quickly and to a high standard. Take an active role in the technological development of all colleagues, staff and users, including training. Mentoring and coaching of junior members of the ICT department. Act as a final point for resolution of escalated faults and requests for service. Provide resource for projects as required by the Technical Support Manager and the Head of ICT. Produce and maintain the documentation for network and college systems. Undertake integration testing for new systems and changes to the existing environment. Ensure appropriate disaster recovery is implemented and documentation is maintained. Establish and maintain hardware and software standards.

Interviews will take place on 04 January 2017.

This is a permanent, full time post.