Position?Duties?and?Scope?:
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??The?IT?Support?Engineer?is?the?front?line?and?face?of?IT,?responsible?for?being?the?first?point?of?contact?for?all?ALS?staff,?providing?prompt,?courteous,?and?friendly?service?via?telephone,?walk?up,?self-service?or?any?other?contact?method.?
??This?includes?providing?first?and?second?level?support?for?all?IT?systems?and?services?ensuring?the?security?and?integrity?of?computer?and?user?operations?are?in?accordance?with?ALS?security?and?strategic?plan,?with?a?focus?on?their?local?geographic?region.?
??The?IT?Support?Engineer?is?responsible?for:
??Provide?a?single?point?of?contact?for?all?ALS?staff,?logging?all?incidents?and?service?requests?through?the?designated?helpdesk?system.?
Manage?incidents,?planning?and?prioritising?systematically?to?minimise?backlog?and?ensure?operational?efficiency.
Ensure?business?continuity,?being?aware?and?actively?monitoring?systems?or?sites?that?are?down,?following?ALS?Incident?management?and?outage?communication?procedures.?
Develop?contribute?and?ensure?adherence?to?all?IT?procedures?and?policies.
Demonstrate?commitment?to?and?promotion?of?a?culture?of?service?excellence?and?continual?improvement?within?the?IT?team,?actively?seek?out?improvements,?new?ideas?or?solutions?for?issues?that?may?arise.
Troubleshoot?technical?issues?to?resolution?and/or?escalate?to?supplier?or?partner?organizations?as?required,?following?to?resolution?and?ensuring?the?customer?is?kept?informed?of?progress.
Administer,?deploy?and?maintain?all?end-user?IT?devices?(such?as?computers,?laptops,?tablets,?printers,?mobile?phones,?scanners?etc.)
Support?End?user?and?server?infrastructure?life?cycle?management,?consultation,?quoting,?vendor?management,?SOE?Build,?hardware?diagnosis,?warranty?claims?and?decommissioning.?
IT?asset?tracking,?software,?OS,?end?user?auditing?and?licence?management.
Administer?Active?Directory?Users?and?Computers,?security?groups,?User?account?creation/modification/removal?in?co-operation?with?HR.
Provide?support?for?on-prem?and?cloud-based?video?conferencing?as?well?as?general?AV?facilities?troubleshooting?and?support.
Commissioning/maintaining/decommissioning?on-site?infrastructure?and?network?equipment,?racking,?provisioning?services,??patching?fibre/ethernet.
Assist?with?compliance?for?accredited?systems?validation?where?necessary.
Administer?small?local?server?based?apps?and?provide?support?for?laboratory?management?systems.
Assist?with?ongoing?development?of?related?policies?and?procedures,?including?appropriate?controls?around?organisational?change?management.?
Provide?technical?assistance?to?project?teams?and?undertake?technical?project?roles?when?required;?supporting?the?roll-out?of?new?applications?and?solutions.
Provide?VIP?Support?to?the?executive?teams.
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??Position?Requirements:
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??Essential?Skills,?Experience?&?Knowledge:
????Minimum??????of?At?least?3-4+?years’?demonstrated?experience?as?a?support?engineer??????within?an?enterprise?environment.
??Tertiary??????qualification?in?IT?and/or?extensive?practical?experience.
??Experience??????with?industry?frameworks?such?as?ITIL,?MCP,??????MCSA,?MCSE.
??Excellent??????relationship?building,?and?communication?skills?with?an?ability?to?make??????technical?and?complex?issues?simple?and?easily?understood.
??Demonstrated??????ability?to?create?clear?and?concise?documentation,?end?user?guides,?how?to??????guides,?technical?process?guides.
??Experience??????working?in?a?large?service?desk?team,?including?the?use?of?an?ITSM??????platform?(e.g.?ServiceNow)?Dameware?or?other?remote?tools.
??Proven??????experience?with?Support?and?administration?and?troubleshooting?of?the??????following?technologies/solutions?in?a?multi-site?commercial?environment:
?????Microsoft???????Server?2003-2016?including?core?services:??AD,?Group?Policy,???????PowerShell?scripting,?Sites/Services,?DHCP,?File/Print,?DFS,?Replication,???????Storage,?Logging,?WSUS?etc
???Microsoft???????Exchange?2010?/?O365?Hybrid?environment
???Microsoft???????WDS,?SCCM
???Active???????Directory?(2003/2008)
???Symantec???????Products?(Backup?Exec,?SEP?Configuration,?Admin?&?Maintenance)
???O365???????administration?and?troubleshooting
???Hyper-V,???????VMware?administration,?maintenance?and?troubleshooting
???Citrix???????would?be?an?added?benefit
???Linux???????skills?desirable?but?not?essential
???Unified???????communications?(VOIP,?VC?etc)
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????Demonstrated??????ability?to?troubleshoot?and?resolve?problems?with?large?instruments?and??????serial?connected?hardware.
??Ability?to??????conduct?and?direct?research?into?IT?issues?and?products?as?required.?
??Experience??????working?with?hardware?vendors?and?3rd?party?service?providers,?ability?to??????advise,?quote,?purchase,?build?and?commission?end?user?equipment?and??????infrastructure.
??Excellent??????organizational?skills,?ability?to?prioritize?work.
??Sound??????analytical?and?problem-solving?skills.
??Ability??????to?cope?under?pressure.
??Excellent??????written?and?verbal?communication?skills.
??Ability??????to?speak?local?language?for?the?site?as?well?as?English.
??Ability??????to?work?as?part?of?a?team.
??Ability??????to?engage?with?personnel?at?all?levels?of?the?organization.
??Ability??????to?travel?to?remote?site?for?provision?of?services.
??Ability??????to?take?accountability?&?responsibility.