(PCI) Senior Support Engineer

Responsibilities and Duties   

Complex Infrastructure Responsibilities

1.     To maintain PCI’s multi-site infrastructure in conjunction with the Head of IT, Deputy Head of IT and ITOps Manager

2.     To understand and maintain the secure Network Segmentation infrastructure

3.     To understand and maintain the Business Continuity infrastructure

Support and Training Responsibilities

1.     To project manage assigned deliverables within the programme of works, sub-allocating work to any IT staff or contractors, as appropriate

2.     To provide IT advice and full support to PCI staff at all locations

3.     To maintain operational integrity of the PCI infrastructure through proactive monitoring

4.     To effectively use the incident management system to track & resolve issues to agreed SLAs

5.     To autonomously manage infrastructure hardware and software rollouts

6.     To build, deploy and document systems to agreed specifications

7.     To maintain hardware and software asset registers

8.     To perform defined system health checks at designated intervals

9.     To design, maintain and support Assembly Buildings’ Building Management Systems & Audio-Visual technologies

10.  To provide practical support to Assembly Buildings’ Conferencing

11.  To provide management reports as necessary

12.  To manage the IT stores, ordering and issuing as required

Individual Specialist Responsibilities (First Point of Contact)

1.     To assume full autonomy for complex, multi-component specialisms from the services defined in PCI IT Services Catalogue, as allocated by the IT management team

For example,

·       Finance

·       Microsoft Cloud

·       Telephony Services

·       E-mail Services

·       Building Management Systems & AV Technologies at all locations

2.     To liaise directly with third parties to deliver appropriate outsourced technical support and services, when required, ensuring value for money, quality and acceptable SLAs

Compliance Responsibilities

1. To contribute in the enforcement of compliance policies relating to intellectual property, data protection and other legal and statutory regulations

General and Procedural Responsibilities

1. To work within IT policies and procedures

2. To update IT documentation and configuration management systems

3. To ensure system security & integrity at all times and mitigate risk, when necessary

4. To work within GDPR and other regulatory constraints, following agreed standards and procedures

5. To provide desk-based and formal training to staff, when required

6. To ensure personal skillset remains current and relevant in order to fulfil the ongoing requirements of the post

To carry out any other duties, requested by the IT management team, as is reasonable within the main function of the post.