Job Description. Function Desktop, Server and Network Administrator

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1 Job Description Job Title Desktop and Systems Function Desktop, Server and Network Administrator Support Reporting to Service Desk Manager Direct Reports None Working Hours Standard 35 hours per week - 7 hours per day, Monday to Friday, between 8am and 6pm. Specific shift pattern may be based on rota and will be agreed on ongoing basis with SDM, Currently set at 08:30 to 16:30. Flexibility is essential as weekend plus out of hours work is required on an ongoing, ad-hoc basis as is cover for team members on e.g. holiday Job Purpose To provide effective administration, management, maintenance and support of PPL data centre hardware, software (including Servers and LAN / WAN equipment), associated peripherals, and network infrastructure in a timely and professional manner and in accordance with service level agreements. The role also includes day to day maintenance and support to ensure business continuity, project work in order to develop and improve the business, and. provision of desktop support and high level customer service. Context of the Role Reporting to the SDM and working within the IT Services Team, the primary purpose of this role is to provide support for the PPL desktop, server and network infrastructure. Many of the day to day and project-related tasks will be overseen by the SDM, so a good and close working relationship will need to be formed to make this role a success. The role will also demand relatively frequent contact with 3 rd party companies for the purposes of engaging services, requesting updates on existing work tasks and research and analysis duties. There is a mixture of Project and BAU work, you will be responsible for managing your own work queue to deliver Projects, long term fixes to incidents and resolving IT related problems within a timely manner. The role also carries very high levels of security access within the company to allow for the effective performance of the described duties. External contact will be with external will be with hardware and software vendors and suppliers, external will be with hardware and software vendors and suppliers, as well as well as 3 rd party companies that use our services. As communication will, at times, be directly with PPL s executive, the candidate needs to have a professional yet friendly and approachable manner.

2 Organisation Chart CTO HEAD OF IT SERVICES SERVICE DESK MANAGER DESKTOP / SYSTEMS ADMINISTRATOR HELPDESK ADMINISTRATOR DESKTOP ADMINISTRAOR DESKTOP ADMINISTRATOR

3 Key Accountabilities Matt please group together some of the things below into one accountability 1. Maintenance of systems availability to agreed SLA s Proactive monitoring of server CPU, disk space, memory and other server characteristics to ensure operation within normal parameters Proactive monitoring of internal network devices to ensure operation within normal parameters Identify and implement systems resilience measures appropriate to agreed SLAs. Recommend the utilisation of tools to assist with systems management where cost effective 2. Design and maintain server and network configurations Identify and maintain the optimal configuration of physical and Virtual servers / network devices and associated software and peripheral devices addressing performance, usability, systems availability and security requirements Maintain expertise in PPL VMware and Windows server hardware, and systems software Server software installation and upgrade following defined change management and documentation practices Ensure systems software is patched up to appropriate levels Set up and management of required systems environments e.g. production, development, testing, training Ensure that environments are ring-fenced as far as possible given underlying hardware resource constraints 3. Server, Network and Security management Ensure backups are performed according to agreed schedule and that they are verified and recoverable Maintain accurate and up to date systems documentation, records and auditing functionality Ensure on time execution of batch schedules Undertake server build activities as required e.g. configuration of RAID arrays 4. Maintainance of Relationships with Service Partners Maintenance of strong working relationships with 3 rd parties, eg external suppliers, other IT resources Ensure that support calls are monitored, updated and closed efficiently and effectively 5. Data Centre Planning Architect and deliver server and storage environment in cost effective and efficient manner. Management of data centre space and security requirements Management, support and maintenance of data centre UPS systems 6. Windows Server Implementation, Upgrades and Migration Installation, configuration and migration of Windows Server platforms Provide upgrades of Windows Server OS platforms when required Provide upgrades to Windows Server products including SQL, IIS, SMS, etc. Version control of all software, patches and fixes across environment 7. Process support issues Sustain communication with colleagues and business community in all support and service areas Adherence to defined support issue resolution process Ensure accurate capture of issues / requests raised and resolution actions and events Perform accurate issue diagnosis and issue routing, and appropriate issue prioritisation and escalation Resolve all issues that fall within skills and experience domain otherwise handover to other resource as required Follow up with users during the resolution process to ensure they are up to date with progress Investigate and recommend ways of cost effectively reducing call volumes without compromising service levels Identify initiatives or projects to maintain and improve services, and, as required, undertake these projects. This may include analysis of customer requirements, liaison with management/users and liaison with external suppliers. Performance of duties in accordance with agreed SLAs where applicable8. Administration / maintenance responsibilities Maintenance of server hardware, comms kit and software inventories Administration of server new kit acquisition (including purchase order processing) and disposal

4 Maintenance of server user accounts / profiles Maintenance, configuration and management of PABX and Telco infrastructure 9. Other responsibilities Cover for other IT Services staff, periodically undertaking their responsibilities as required Effective application of technology solutions to identified business needs Keep technical knowledge of current and emerging server technologies at own initiative Any other ad hoc duties as as requested by IT Service Desk Management Communication of task and project status updates will need to be delivered during weekly team meetings. The above outlines the key accountabilities of the role and the company reserves the right to vary these to suit the requirements of the business.

5 Person Specification Job Title Desktop and Systems Function Desktop, Server and Network Administrator Support Reporting to Service Desk Manager Direct Reports None Working Hours Standard 35 hours per week - 7 hours per day, Monday to Friday, between 8am and 6pm. Specific shift pattern may be based on rota and will be agreed on ongoing basis with SDM, Currently set at 08:30 to 16:30. Flexibility is essential as weekend plus out of hours work is required on an ongoing, ad-hoc basis as is cover for team members on e.g. holiday Education and Qualification Essential: Educated to A Level or equivalent Microsoft Certified Desktop Support Technician (MCDST) certification, Microsoft Office User Specialist (MOUS), or any MCP, Lotus, ITIL certifications would be desirable. VCP (VMware certified Professional, trained and/or qualified in VMware 4.0 or above. CCNA A good grounding in networking and IOS commands Desirable: A recognised qualification in IT or Computer Science or related subject. Work Experience 3 to 5 years minimum in IT-based role, preferably one focused on server and network support a background in desktop support Experience in working with and communicating with a broad range of service users Technical Skills 3-5 years focused experience of supporting and implementing Windows Servers / VMware / Active Directory and Group Policy Systems Management Server (SMS), or SCCM File/user administration and security System build, installation and administration experience Working knowledge of Server and Storage consolidation strategies and solutions Expertise in systems backup and restore utilities (backup exec) Expertise in network/ systems security and audit Network management experience with switches, routers and firewalls Networking essentials (TCP/IP, DNS, DHCP ) Understanding of Avaya phone systems, especially VDN and Vectors (desirable) Previous experience of using a Helpdesk Incident logging package (e.g. Richmond, Remedy, Heat) Expert knowledge of desktop software and hardware support, troubleshooting and resolution Ability to produce business standard documentation related to implementation, testing and self-help guides MS Windows desktop / laptop build and maintenance Remote access (Checkpoint, Barracuda) Expertise in MS Office product functionality including Word, Excel, Visio, PowerPoint Good working knowledge of Windows Server 2003, XP, Windows 7, Outlook, IE8

6 Competencies Customer Services Results Driven Teamwork Communication & Influencing Planning and Organising Managing Projects Decision Making & Judgement Initiative Relationship Management Creative Quality & Accuracy of Work Attention to Detail Problem Solving & Analysis Drives & Embraces Change Ability to Learn Approach to Work Self motivated/uses initiative Positive Enthusiastic Self disciplined Approachable Professional Open and Fair Flexible Proactive Objective Good sense of humour Calm under pressure

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