JOB DESCRIPTION. POST TITLE: Second Line Support Network Engineer POST NO: Network Apprentice and Trainees

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1 JOB DESCRIPTION POST TITLE: Second Line Support Network Engineer POST NO: GRDE: DEPRTMENT: SECTION: REPORTS TO: PO5 Corporate Resources Technology Solutions Group Second Line Network Manager MNGES/SUPERVISES: Network pprentice and Trainees PRIMRY JOB FUNCTION 1. To receive network related incidents from other support teams, carry out further diagnosis and investigations and liaise with colleagues and customers to resolve incidents including those requiring site visits. 2. To fulfil network related requests from customers that cannot be completed by First Line Support including those requiring site visits. 3. To document network related processes and procedures for resolving incidents and fulfilling requests to allow First Line Support to complete recurring tasks. 4. To proactively use analysis and monitoring tools to maintain the council s IT infrastructure, including network and servers, to provide optimum resilience, security, performance and availability to the business. DUTIES ND RESPONSIBILITIES 1. To manage incidents, requests, changes and problems in line with the ITIL incident management, request fulfilment, change management and problem management processes and local procedures. 2. To provide remote assistance over the phone, using remote support tools such as Instant Messenger SCCM, Dameware and Go to ssist and completing site visits where required. 3. To advise customers on networking solutions, install or reinstall network hardware and software and to image or reimage servers and switches locally, using remote deployment tools or complete site visits where required. 4. Update records throughout all stages of all processes so customers can view the latest information at any time. 5. Ensure the proper care, handling, security and maintenance of network equipment and hardware.

2 6. Schedule and monitor the daily backups of council data and ensure it is stored securely 7. Keep First Line Support informed throughout all stages of incident management, request fulfilment and problem management. 8. Escalate calls functionally and hierarchically as required. 9. To setup, configure, use and support tools such as HP Insight Manager, Solarwinds and Microsoft SCOM to generate relevant alerts and to monitor the availability and performance of ICT systems, Provide training and guidance to Second Line Desktop Support and First Line in the use of these tools. 10. To complete systems administration tasks. 11. Create, review and update documentation to assist with the resolution of incidents and the fulfilment of requests. 12. To maintain accurate records relating to incidents, requests, changes, assets, licences and other aspects of IT service management. 13. To provide concise and accurate documentation on dealing with recurring incidents and requests to First Line Support and provide training and other support to assist with the transfer of knowledge. 14. To make a positive contribution in team meetings. 15. To undertake other duties commensurate to the grade of the post. 16. To supervise the Network apprentice as required, including assigning tasks, monitoring and quality-checking the completed work. DDITIONL: The service operates from 8am to 5.30pm so you will be required to work as directed within these hours. Essential maintenance work is scheduled once a month on Shutdown Sunday and occasionally at other times including evenings and weekends and you may be required to participate in these, remotely or onsite. To use and assist colleagues and customers in the use of information technology systems to carry out duties in the most efficient and effective manner. To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager. To undertake training and participate constructively in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder. The post holder is expected to be committed to the Council s core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way they carry out their duties.

3 Ensure all the services within the area(s) of responsibility are provided in accordance with the Council's commitment to high quality service provision to users. Ensure that duties are undertaken with due regard and compliance with the Data Protection ct and other legislation. Carry out duties and responsibilities in accordance with the Council s Health and Safety Policy and relevant Health and Safety legislation. t all times carrying out responsibilities/duties within the framework of the Council's Dignity for all Policy. (Equal Opportunities Policy). Post holder Declaration Name Signed: Date:

4 PERSON SPECIFICTION The person specification is a picture of skills, knowledge and experience required to carry out the job. It has been used to draw up the advert and will also be used in the short-listing and interview process for this post. You should demonstrate on your application form how you meet the following essential criteria. Department: Corporate Resources Section: TSG Post Title: Second Line Support Network Engineer E1 E2 E3 E4 E5 E6 E7 E8 REQUIREMENTS Grade: PO5 EDUCTION and EXPERIENCE Extensive experience of providing technical support to end users over the phone, using remote support tools and face to face. Proven recent experience of supporting Microsoft ctive Directory, Exchange, HP servers, network printing and Cisco networking equipment KNOWLEDGE, SKILLS and BILITY bility to resolve the most complex server and networking technical problems. bility to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances bility to record detailed information accurately, reviewing with the customer and prompting for additional information as required bility to follow and relay detailed instructions to customers to assist in incident management and request fulfilment bility to use ICT systems and tools to provide remote support and maintenance including server patching and upgrades, monitoring and resolving issues with network performance, security and virus activity, switch and vlan management and configuration. bility to use server, network and system monitoring tools, responding to alerts and initiating appropriate action in line with agreed processes. /T* E9 bility to prioritise work to meet service level agreement targets E10 bility to empathise with customers and respond sympathetically to circumstances

5 E11 E12 E13 E14 E15 bility to create and maintain effective documentation on processes and procedures and provide peer level and user training and other support to ensure effective familiarisation and handover Knowledge of and ability to work to ICT industry best practice standards such as ITIL, Prince II and equivalent. bility to communicate effectively in both written and oral presentation and at all levels Knowledge of the legal and regulatory framework relevant to the management of a public sector ICT service bility to work regularly one Sunday a month for scheduled maintenance, upgrades and installations and occasionally in the evenings and at weekends for other maintenance, upgrades and installations that cannot be completed during the scheduled monthly shutdowns. COMMITMENT TO EQUL OPPORTUNITIES E16 bility to adhere to the Council s Dignity for ll policy. E17 E18 SPECIL REQUIREMENTS (Delete or amend as appropriate) This post requires an enhanced level of Criminal Records Bureau (CRB) Disclosure This post requires Baseline Personal Security Standard pre-employment checks. E= Essential D= Desirable *ssessed by: = pplication I= Interview T= Test