1915 - Senior Technical Analyst

This vacancy has now expired  Print

Posted: 11/04/2019 16:01
Start Date: Not Available
Salary: £25,034
Location: Dale Street
Level: Technical
Deadline: 21/05/2019 12:00
Hours: 37.00
Benefits: Company Pension Scheme, Flexi-time working, Employee Assistance Programme, Travel Loan and Childcare Voucher Scheme
Job Type: Established [A]

Application is by CV and covering letter.

Please note we reserve the right to withdraw a vacancy prior to the closing date subject to the number of applications received.


Purpose of the role:

To work as part of the IS Technical team  to provide technical IT support and maintenance. This will include the following technologies: Desktop environment, Intel Server environments, Telecoms environments, Front of House Interactives and Audio Visual environments and supported Local Area and Wide Area Networks.

Key tasks:

Under the general direction of the IT Technical Manager, this position will lead the support of NML’s network infrastructure (including FOH). This includes the support of audio-visual, desktop IT provision, telephone systems, and networks and central computer systems.

This is very much a hands-on support position requiring a level of technical knowledge and an ability to apply this knowledge to daily tasks and innovative solutions.

Additionally, the role will be involved at all stages of IT infrastructure development projects but with primary responsibility for ensuring successful implementation.

Duties & Responsibilities:

Relationships                                                                     

  • To work as part of the IS technical team to deliver a high quality IS support services to NML in accordance with agreed SLAs; improving system reliability and performance, driving down unplanned outages to deliver a high stability infrastructure.
  • To keep the IT Technical Manager and Head of Department informed of any developments, opportunities for improvement and issues relating to aspects of IT  support, at the earliest possible opportunity.
  • To support the Service Support team in problem resolution providing an escalation route, as 3rd line support
  • When required, to represent IS and NML both internally and externally in relation to the application of IT, both from an Infrastructure, support and FOH perspective.
  • Liaise and consult with representatives from suppliers and consultants on all matters relating to the use of IT and AV within NML.
  • To improve customer perception by providing a high level of customer service and encouraging good practice in others.
  • Ensure any unforeseen/exceptional events/issues should be escalated and acted upon immediately, keeping all members of department and relevant customers informed.
  • To participate in assigned projects, ensuring project plans are maintained and relevant tasks are delivered to plan, or any discrepancies are escalated to the relevant person.
  • To assemble and lead project teams, including third parties where necessary, to deliver IS projects
  • To assist the IT Technical Manager in ensuring that support provided by the department  is consistent, of a high standard and complies with SLAs agreed with the organisation to meet NML needs.

Representation                                                                                          

  • Internal - Junior  management – providing specialist advice, attending multi-discipline project teams, discussing IS needs, maintaining relationships, communicating and explaining the IS activity
  • External - Junior management equivalent - representing NML externally at a wide range of forums including suppliers (resolution of problems, etc), attending conferences, explaining requirements, identifying and coordinating external partners and suppliers to work on NML IS projects

Problem solving and decision making

  • To provide technical solutions and support for the Desktop and Intel Server environments, Local Area and Wide Area Network, telecoms provision and FOH IT solutions.  Ensuring the provision is consistent, of a high standard and complies with SLAs agreed with the organisation to meet NML needs.
  • Support the IT infrastructure provision, ensuring the security and integrity of the network and systems is maintained and monitored.  Including virus protection is kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
  • Follow the agreed Change management processes to reduce unplanned outages.
  • To design, implement, develop and support local and wide area data networks throughout NML. This involves taking appropriate action to ensure that all networks operate effectively and reliably and to ensure that security procedures are adequate. To recommend and, where funding permits, carry out improvements to the network infrastructure.
  • To set standards for the provision of Desktop, Laptop computers, FOH solutions and user devices.
  • Ensure that all networks, telecoms and equipment (including FOH solutions), as well as relevant processes and procedures, are fully documented, and kept up-to-date, including full asset inventories for all IT equipment, network diagrams, configuration details, complete IP address database, software licences and details of change made, patches applied, etc.
  • To ensure that performance statistics are gathered in accordance with agreed processes and these are analysed to identify any underlying problems affecting reliability and performance and hence apply solutions.
  • To accurately cost solutions, including total cost of ownership, prepare reports and analysis of solutions, and to present the case to the IT Technical Manager.
  • To participate in assigned projects, ensuring project plans are maintained and relevant tasks are delivered to plan, or any discrepancies are escalated to the relevant person.
  • Working to Industry “best practices”, to deliver high quality solutions around internationally agreed standards / protocols. 
  • To analyse and provide technical solutions to problems encountered with constantly changing business requirements.
  • To aid in sourcing all hardware, software and services required to support NML, ensuring that specifications are in line with department standards. All procurement processes should be in line with NML and department standards, ensuring cost effective solutions are supplied with approved third party partners.

Staff Management                                                                         

  • Supervise the work of junior IT Technical team staff, volunteers, students, etc working on IT support and projects, etc

Resource management                                                               

  • To engage with third party suppliers when necessary to deliver IT solutions
  • To represent IS and NML both internally and externally in relation to the application of IT and AV, both from an Infrastructure, support and FOH perspective.
  • Liaise and consult with representatives from suppliers and consultants on matters relating to the use of IT and AV within NML.
  • To engage with third party suppliers when necessary to ensure order delivery and problem resolution within SLA
    • To assemble and lead project teams, including third parties where necessary, to deliver IS projects
       

Expertise/Specialist Knowledge                                               

  • Understanding of Infrastructure processes
  • Understanding of voice communications & telephone systems
  • Strong understanding of the technologies deployed and implemented within NML
  • Strong analytical and problem solving skills
  • Project management skills
  • Microsoft Desktop & Network Operating systems, including MS Windows Server 2010 or later, Active Directory.
  • Networking knowledge, preferably including wireless networking, TCP/IP, DHCP, DNS and WINS, Firewalls 
  • Intel Server & Microsoft Applications – particularly Office and Email solutions, preferably Ms Exchange 2010 or later
  • MS Powershell programming knowledge

Strategic Influence                                                                        

  • To stay abreast of technologies and report on new technologies as appropriate
  • Working to Industry “best practices”, to deliver high quality solutions around internationally agreed standards / protocols. 
  • To assist the IT Technical Manager to analyse trends for managing growth.
  • To ensure that the IS Infrastructure provides a reliable service at the required performance levels to enable uninterrupted business working and enable business units and departments to fulfil their business objectives

Freedom to act                                                                               

  • Support and maintain the IT infrastructure provision, ensuring the security and integrity of the network and systems is maintained and monitored.  Including virus protection is kept up-to-date, scheduled activities, including backups, are completed successfully, in line with SLA.
  • To provide technical solutions and support for the Desktop and Intel Server environments, Local Area and Wide Area Network, telecoms provision and FOH IT solutions.  Ensuring the provision is consistent, of a high standard and complies with SLAs agreed with the organisation to meet NML needs.
  • To design, implement, develop and support local and wide area data networks throughout NML. This involves taking appropriate action to ensure that all networks operate effectively and reliably and to ensure that security procedures are adequate. To recommend and, where funding permits, carry out improvements to the network infrastructure.
  • To ensure that the IS Infrastructure provides a reliable service at the required performance levels to enable uninterrupted business working and enable business units and departments to fulfil their business objectives
  • To accurately cost solutions, including total cost of ownership, prepare reports and analysis of solutions, and to present the case to business leaders for cost approval.

Other                                                                                                 

  • To adhere to NML's Health & Safety Policies and Procedures, and make a contribution to the continuance of a sound health and safety culture within the department
  • To prepare written reports and other documentation in a timely and proficient manner as may be required.
  • To carry out any duties of a similar nature as may be required by the Head of IS or IT Technical Manager
  • To deputise for the IT Technical Manager in matters relating to support issues.

                             


Employee Specification: Senior Technical Analyst

 

Essential

Desirable

Qualifications

  • Educated to degree level 

 

 

X

Experience

  • Strong IT experience across a range of applications and services
  • Demonstrable Networking experience, preferably including wireless networking, TCP/IP, DHCP, DNS and WINS, Firewalls   

 

X

 X

 

Knowledge, skills and abilities

  • Strong understanding of the technologies deployed and implemented within NML
  •  Strong analytical and problem solving skills
  •  Project management skills
  •  Microsoft Desktop & Network Operating systems, including MS Windows Server 2010 or later, Active Directory.
  •  Intel Server & Microsoft Applications – particularly Office and Email solutions, preferably Ms Exchange 2010 or later
  •  Understanding of Infrastructure processes
  •  Understanding of voice communications & telephone systems

 

 

 

 X

 

  

 X

 

 

X

X

  

X

X 

 

 



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