The role holder is responsible for the deployment and support of IT infrastructure, systems and application software, Database management, network services and data security to both internal and external customers.
He/she provides complex technical support, resolving escalated technical support issues including proposals to ensure systems availability to the customer on Wintel Platform).
You'll Have The Following Responsibilities
Under supervision to evaluate, co-ordinate, test and install software/hardware provided by suppliers with appropriate controls and standards e.g. Firewalls/Data Security, DBMS, MVS software, Network software and hardware.
Under supervision to test & install software maintenance upgrades provided by suppliers.
To provide problem diagnosis and resolution liaising with technical manager, peers, suppliers and customer/developer groups where appropriate; could be asked to provide full 24-hour on call emergency support.
Developed skills in basic theories, practices, and procedures in one skill area through formal training, and able to apply basic knowledge/skills to own work area (Microsoft Windows Server 2012 & Microsoft Windows Server 2016).
Basic knowledge of VMware virtualisation management products.
Should have worked on Incident, Change & Problem Management (ITIL Framework).
Identify and implement opportunities for improvement and automation to remove waste, typically limited to single component, set of similar components or location
Developed skills in basic theories, practices and procedures in one skill area through formal training, and able to apply basic knowledge/skills to own work area (Microsoft Windows Server 2012 & Microsoft Windows Server 2016).
Identify and act on requirements for new processes and procedures, typically limited to single component or set of similar components
Identify when to escalate to more senior engineer, vendor or other team members
Modifications to their design
Determine where the issues are in the design and how to resolve the issue.
Problems are less defined with unknown cause/solution or require additional skill in selecting specific solution from those available.
Problems often local to a component but may span components, affecting a single platform/service/site
Most problems dealt with independently but will use skills and knowledge to identify those issues requiring guidance from more senior engineer and escalation to management team.
Will guide others in identification and resolution
Will request vendor support and follow vendor escalation process as necessary
Typical problems will be specific to a story in across components.
Recommend to Senior Designer how to best to deliver the solution from the specific CE story that is well defined, in a timely manner.
You'll Have The Following Skills & Experience
Able to resolve cross domain issues.
Produces simple solutions that are right first time. Producing solutions that are the right cost, to maximise business benefit.
Work out technical requirements that will meet the story requirements.
Works on problems independently (seeking guidance when needed) and works with the senior designers for each component that needed to be resolved.
May seek advice from Senior Designer as part of a design review.
Produce change notes for simple changes
Implement approved change following change notes
Support CI and define standard work
Review standard processes and procedures through process confirmation with peers and less senior engineers
Work out how to best to deliver/design the solution from the requirement that is initially well defined, at minimal cost/complexity in a timely manner.
Resolve an in life issue in their sub-domain.
Will be informed of changes specifically to supplier changes
Provide resource estimates/actuals for simple tasks to higher level/leadership role
May have ownership of a component or location and be responsible for support activities relating to that component or location
Service Level Agreements e.g. Incident handling time targets
Key Performance Indicators e.g. Service availability, change success ratio
Improvements identified and implemented, process hours saved through Continuous Improvement
Performance goals
Customer feedback
Minimise design defects.
Produces simple solutions that are right first time. Producing solutions that are the right cost, to maximise business benefit.
