Citizen Machinery UK Ltd

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1 JOB TITLE IT Support Engineer REPORTING TO European Business Systems Manager JOB PURPOSE Citizen Machinery UK Ltd is the Western Europe sales and support hub for the market leading ranges of Cincom sliding head CNC lathes and Miyano fixed head CNC turning centres. We have 40 employees in the UK operating from our head office in Bushey Hertfordshire, our midlands centre in Brierley Hill, and from home locations round the UK. We have been selling direct to and supporting customers throughout the UK and Republic of Ireland since We also support our dealers in Scandinavia, France, Spain, Italy, Portugal, South Africa and Israel. Our parent company is Citizen Machinery Miyano of Japan, itself a sister company of the world renowned watch maker. Importantly, we are a software development centre responsible for CNC programming tools used by Citizen Machinery subsidiaries and customers round the world. We have also developed our own CRM/Service management/spares administration system which is being implemented in Citizen Machinery companies throughout Europe. This is a key role in our IT team responsible for all areas of configuring, maintaining and supporting the IT and communication systems (both hardware and software) of the UK company. The job holder is there to: Ensure that the company s IT systems run reliably, proactively maintaining them and responding quickly to any problems, minimising disruption to the company s operations. Support users to enable them to use the provided IT and communication systems effectively. Research, cost and present recommendations for equipment and software renewal. Liaise with external suppliers as appropriate for support. RESPONSIBILITIES Server Hardware Support Management of the company s 8 physical servers (+ 6 Virtual Machines) Monitoring hardware for technical issues, adopting a pro active approach where possible identifying issues before they occur or become serious e.g. preventative replacement of failing disk in server. Liaising with hardware suppliers to assist with the diagnosis of faulty hardware and arrange repair \ replacement minimising disruption to company IT systems. Maintain and monitor equipment racks, power backup systems and associated cooling IT Support Engineer 1 12 September 2013

2 systems for faults Server Software Configuration \ Installation \ Maintenance This requires an understanding of: Windows Server 2003R2\2008\2008R2 Active Directory including user account maintenance Exchange Server 2007 including adding \ Configuring mailboxes Exclaimer Signature Management including adding updated signatures as requested Mcafee Groupshield AV Microsoft File/Print Services including responsibility for monitoring file usage. DNS \ DHCP Windows Deployment Services (WDS) Citrix Access Essentials \ Fundamentals Microsoft SQL Server 2005 \ 2008 Microsoft Hyper V VMWare Vsphere Hypervisor Mcafee epolicy Orchestrator Symantec Backup Exec 2010 Dell OpenManage Dell Remote Access Controller (DRAC) Server patching Network Hardware \ Cabling Maintain accurate documentation of structured cabling configuration of buildings. Modify structured cabling configuration as necessary to adapt to company requirements. Support network switches hardware and software configuration + support Monitor stock levels of cabling. Maintain a secure staff wireless network and separate visitor network at both UK sites. Responsibility for fully labelling patch panels, cables and data ports. Internet Connection Management Monitor our Internet connections for faults. Liaise with Internet Service Providers (ISPs) in the event of any issues and update staff as to projected fix time. IT Support Engineer 2 12 September 2013

3 Ensure adequate redundancy is built in to the system to reduce risk of total Internet connection loss. Keep abreast of latest developments in Internet connectivity and recommend any upgrades required to support company business. Printer Support Printer support for both office and remote users including diagnosing faults, installing driver software etc. Purchase of printer hardware research and cost replacement hardware when required both for office staff and field based staff. Purchase of printer consumables and monitoring of consumable levels. Support of printer hardware \ software liaise with suppliers as necessary to rectify any issues Report print usage to printing suppliers for billing. Franking machine support assist users in general usage and report faults to supplier. Security cameras Monitor camera performance / report faults Extract footage when required e.g. for police, etc. Machine Passwords Issue machine movement and control option passwords. NB: not main person but backup for others when on holiday or unavailable. Commercial (In House Developed) Software Support Assist Software Development Engineer with support of our commercial software such as Alkart CNC Wizard e.g. issuing passwords, assisting customers with installation and other support duties. Landline and Mobile Phone Systems Support Liaise with suppliers for diagnosis of faulty phone system \ handsets \ smart phones. User training and assistance with use of company landlines and mobile telecommunications equipment including smartphones \ desk phones \ laptop data cards. Monitoring of communications bills and available supplier packages to ensure best value for money. Maintain audit of mobile communications hardware, IMEI numbers, SIM numbers and associated add ons such as international roaming, call bundles etc. Research to keep abreast of latest developments and technology. Liaise with suppliers for contract renegotiation and hardware renewal. Day to day configuration of phone systems e.g. configuring new handsets, moving phones, installing support software etc. IT Support Engineer 3 12 September 2013

4 Write user help sheets as necessary for specific common functions \ routines e.g. configuring a handset following replacement. Maintain up to date address book in phone system and shortcode list. Firewalls \ VPN Management Hardware support of Juniper and Sonicwall firewalls, SSL VPN Appliance liaise with hardware suppliers with regard to hardware faults. Maintain backup\standby hardware as required. Monitoring of firewall logs for unusual activity. Configuration of firewall to support company needs. Configuration \ maintenance of IPsec Site to Site VPNs to our regional offices and international partners Configuration of SSL VPN Appliance and day to day admin, such as modifying user access and adding\removing user accounts. Desktops \ Laptop \ Tablet Support Hardware and Software Management of the company s 20 desktops and 45 laptops (and in future tablets). Including Operating Systems Windows XP \ 7 \ 8. Installation of desktops and laptops both manually and using Windows deployment services (WDS). Maintenance of standard disk images for desktop and laptop deployment including drivers, patches and common software. Microsoft Office 2003 \ 2010 installation \ support \ training of users to enable effective use. Assistance with creation of advanced Word and Excel templates e.g. with VBA macros, advanced formulas etc. Desktop \ Laptop Hardware support liaise with suppliers for diagnosis and arranging repairs. Discuss with service and applications managers to enable engineer scheduling to support repairs to their equipment. Installation \ Configuration of PC Anti Virus software Virus monitoring \ removal monitor virus logs to act fast in response to potential virus threat. CRM Software training and basic configuration (training in our bespoke CRM software will be given to give solid understanding). Installation \ Support of Juniper SSL VPN Client Assistance with installation of other job specific applications, such as CNC Programming software, etc. Research to keep abreast of latest technology and developments Liaise with suppliers for hardware and software purchasing, warranty renewals etc. IT Support Engineer 4 12 September 2013

5 Discuss major purchases with management team to gain approval. Software Licensing Monitor software license usage to ensure compliance with our purchased license inventory (Microsoft Open License etc.). Identify any non compliance issues and recommend solutions as appropriate. Liaise with our parent company and suppliers, such as Microsoft when a license audit is requested. Keep track of and order when required software support renewals. Event IT Support Plan and cost IT elements of exhibition stands \ in house exhibitions e.g. PCs, phones, displays, touch screen kiosks, tablets, badge scanners, network and telephone cabling plans etc. Where applicable, work with exhibition stand fitters to ensure IT elements of stand are correctly worked into design early during design process. Onsite IT support at exhibitions we attend e.g. Stand PCs, VPN connections to office, telephones, fax machines, photocopier, printers. Accounts General Support of Accounts software e.g. adding users, changing permissions at request of financial controller or accountant. Assist with technical (non accounting) issues with Accounts software liaise with suppliers where necessary. Arrange on the spot backups \ snapshots of accounts database as requested by the financial controller prior to major accounting processes such as revaluations. Upgrade accounts software to new versions as necessary. Meeting room \ Training room support Assist staff and visitors with use of equipment. Arrange repairs \ bi annual service visits. Maintain training course laptops keep software on them up to date as necessary in anticipation of upcoming training courses. Backup Management Configuration and management of backup server. Monitor success of backups resolving any issues that are logged. Backup tape offsite management tape rotation etc. Backup testing IT audit Keeping audit of network equipment \ servers \ PCs up to date e.g. specs, serial IT Support Engineer 5 12 September 2013

6 numbers, warranty dates etc. Supply IT equipment list as necessary when requested by accountant \ parent company. Management of domain names Monitor domain name registrations, domain configuration and renewals. Training New user training as required introduction to IT and communication systems. Adhoc user training on IT systems as required. Other tasks Replenishment and ordering of IT consumables Secure disposal of redundant hardware \ media Arrange sale of redundant hardware if appropriate and has value e.g. ebay, sale to staff Keep users up to date regarding security threats e.g. Phishing, virii. Assist with banking related issues smartcard readers, certificate installation etc. Maintain secure and clear electronic documentation of IT systems to allow third parties and other staff to understand configuration when required. SKILLS & EXPERIENCE REQUIRED 2 3 years experience network and user support with proven technical skill. Strong communication skills. A can do attitude with a positive pro active approach to provide users with an excellent service. Able to work on own and as a team member. ROLE DEVELOPMENT CMUK is committed to providing staff with opportunities for role development. The right candidate will have the opportunity to be involved in a number of projects to develop the company s IT capabilities. WHAT WE OFFER Competitive Salary Contributory Pension scheme (Company 6%, Employee 3% minimum) Income Protection scheme Life Assurance Employment Assistance Programme Initial 22 days holiday increasing with length of service IT Support Engineer 6 12 September 2013

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