Interim ICT Infrastructure Support Officer - Digital Services

Reference no:  Elmbridge RQ614331

Basic DBS disclosure required for this role

Must be prepared to work on a daily shift rota and occasionally, on request, work unsocial hours.

The purpose of the role is to provide third line operational and technical support to customers across all Council sites with particular responsibility for the support of the Citrix network, VMWare estate and the configuration, installation and support of desktop hardware and software.  Providing problem solving and advice where identified.

Key responsibilities:

• Install and support thin client hardware, operating software and networking, including the provision of advice and assistance to customers on problems and faults.
• Implement and support various application software packages on the network.
• In conjunction with other members of the ICT Team, provide advice on the effective use of the thin client systems and ensure that these systems are integrated into the overall business requirement, as set out by the client in the specification of service and Service Level Agreements.
• Undertake technical and operational support for the Authority’s ICT infrastructure including server platforms, network monitoring, telephony (Skype/Teams) desktop, printing and Office 365.
• Provide technical support for the Authority’s security infrastructure, Cisco firewalls, SSL VPN and web-filtering.
• In close liaison with the ICT Service Desk and third-party supplier’s service desks, address incidents and problems in systems and services, deciding immediate action and coordinating actions to resolve faults.
• Provide advice, guidance and training to end users on the operation and use of the Authority's desktop and office systems software, particularly Citrix, Windows, Office 365
• Diagnose and resolve complex hardware and software problems, document actions at all stages, liaise with suppliers and apply escalation procedures accordingly.
• Provide detailed advice on the effective use of network services and applications.
• Following agreed procedures record all user calls on the ICT Service Desk System with fault details and contact information.
• Allocate unresolved calls as appropriate and where appropriate place calls with third party suppliers. Update the ICT Service Desk and advise users of actions taken.

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Qualifications:

1. Educated to degree level or equivalent.

Experience:

1. Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
2. Significant experience in supporting a complex networking environment for 500 plus users.
3. Experience in supporting Windows servers in an Active Directory Domain.
4. Experience of help desk activity and customer contact.
5. Citrix Support - experience and use of Citrix App-V, XenServer and Citrix desktop, especially the sequencing of Citrix application software packages.

Skills & Abilities:

1. VMware - use of VSphere, in particular the creating and configuring of virtual machines within the VMware environment.
2. Microsoft - experience of Microsoft 365, and Microsoft Active Directory, in particular MS Intune, Skype and MS Teams.
3. Network - experience of Cisco Firewalls and routers - configuring and general networking experience including wi-fi.
4. Cyber - experience of Cyber Security e.g. ransomware, malware, Cyber Security standards.
5. Backup - experience and use of backups solutions, in particular managing, monitoring and configuring of Veeam, Arcserve.
6. Hardware - thin clients, laptops, printers, datacenter environments.
7. Telephony – experience of Teams, Skype, SIP and IVR.
8. Communicates effectively, both orally and in writing, with internal customers, suppliers and colleagues.
9. Logical/analytical approach to problem solving.
10. Knowledge and experience of ITIL.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

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