1 Network Support Analyst Ref: Salary circa 21,000-22,800 per annum 37 hours per week IT Services are looking to recruit a Network Support Analyst to be responsible for delivering professional first and second line Network Support for all users of Colchester Institute s Network. Other main duties will include configuration, deployment, and installation of IT Services equipment, including maintaining any designated specialist suites and network services and account management. Whilst keeping your IT knowledge up to specified levels to support new technologies, you will communicate and advise staff on college NIS policies and procedures where appropriate. With a good standard of general education including grade C or above in Maths & English, you will also have a formal support qualification or be willing to obtain one in post. Experience in most of the listed topics is essential as is a basic knowledge of Virtualisation and some experience of creating user accounts, adds moves and changes in an IPT (VoIP) environment. As a proactive communicator and team player, you will possess excellent troubleshooting / fault finding skills and be motivated to keep up to date with fast moving IT and educational sector developments. Closing date 13 July 2015 A job description and application pack can be obtained from our website: Applications, by CV if preferred, should be ed to
2 Vacancy Information Network Support Analyst Job ref: Hours per week: Salary : Duration: Location: To apply: 37 hours per week, 52 weeks per year 21,003-22,854 per annum Permanent Colchester but will be required to work/travel at all sites Please send in your application form or CV with covering letter if preferred, by to We would be grateful if you could complete and return an equal opportunities monitoring form. Closing date: 13 July 2015 Additional Information Colchester Institute is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. The College places a strong emphasis on recruiting high quality staff and on supporting continuing professional development for all staff to ensure that they are effective in providing high standards of teaching and learning and in putting customers first.
3 JOB DESCRIPTION Job Title: Responsible to: Network Support Analyst Desktop Environment Officer Salary: Support Staff Salary Range ( 21,003-22,854 per annum) Purpose Statement Responsible for delivering professional first and second line Network Support for all users of Colchester Institute s Network. Other main duties include configuration, deployment, and installation of IT Services equipment, including maintaining any designated specialist suites and network services and account management. Main Duties Providing 1 st and 2 nd level hardware, peripherals, VoIP, and operating system support through a formal, centralised service desk application. Ensure safe and effective operation, maintenance, ordering, and disposal of all IT equipment where no locally designated provision available. Undertake hardware and software deployment, installation, and configuration. Setting up and maintenance of access to network accounts and associated standard services for staff and students in accordance with IT Services Systems policies. Ensuring day to day operations are resolved via active analysing and troubleshooting reported incidents for file server and workstation hardware and software based applications across the entire desktop / network domain. (all locations) Working in conjunction with other support staff (Technicians), Network Officers and/or consultants as appointed, to jointly resolve support issues that involve IT interfacing with other equipment Communicating, upholding and advising staff on college NIS policies and procedures, ensuring the security and integrity of all network services are not compromised. Keeping IT knowledge up to specified levels to support new technologies deployed in the IT Services team. Participation in internal and external user/it groups.
4 Documentation and maintenance of support libraries and IT knowledge base. Working on a rota basis within the team to provide term time evenings (Monday Thursday until 8:30pm) cover. Working to IT Services policies and standards of Colchester Institute. Work to promote and apply the College s Equality and Diversity Policy and Practices. Work, promote and apply the College s Safeguarding and Child Protection Policy and practices. Any other associated duties as determined by the Desktop Environment Officer. This job description is a guide to the duties the postholder will be expected to undertake. It is not intended to be exhaustive or exclusive and will be subject to change as working requirements dictate and to meet the organisational requirements of the Colchester Institute.
5 PERSON SPECIFICATION Ref: Network Support Analyst Essential Desirable Qualifications/ Training Good standard of general education including grade C or equivalent in Maths & English A formal support qualification, e.g. Microsoft Certified Professional, ITIL. (or equivalent) or a willingness to obtain in post Customer Service Qualification Knowledge/ Experience Good standard of demonstrable technical knowledge Experience in most of: o Windows XP/2000 OS o TCP/IP, basic server administration and network management o PC set-up, configuration and deployments software. o Security, antivirus, backup services o Standard desktop applications i.e. MS Office, Exchange , Internet Explorer o PC hardware and peripherals e.g. Printers, Scanners, Network Cards o Active Directory (User accounts and group policies) Basic knowledge of Virtualisation (VM) Some experience of creating user accounts, adds moves and changes in a IPT (VoIP) environment An understanding of Safeguarding and its importance within the College An understanding of Equality and Diversity and its application within the College Reasonable standard of technical knowledge and experience in working in a formal Service Desk environment Experience of working with Routers, Switched Networking, and network topologies Web technologies (Plug ins, Server based applications) Securing desktop environments
6 Skills/Abilities Good Team Player Excellent troubleshooting / fault finding skills Excellent customer care skills Excellent, friendly telephone and face to face communication skills Proactive communicator Able to take full responsibility and initiative for analysing and resolving technical problems Able to cope with changing workload & priorities Able to work reliably within a pressurised, busy environment Organised, but also proactively responsive to priority needs Motivated to keep up to date with fast moving IT and educational sector developments Ability to apply knowledge to unfamiliar, hardware and software environments Good standards of documentation of support and technical issues, helpdesk log completion Identifying and raising issues for attention in other IT Services areas Communicate complex IT issues effectively to non-it literate users Special Requirements Prepared to do out of normal office hours work for emergency / essential support purposes Expected to work across all locations on a rotation basis Full driving licence/ mobility to other sites