Directorate of Academic Support Systems Engineer
1. ORGANISATION 5. MAIN DUTIES AND RESPONSIBILITIES Reports to: Technical Services Manager Direct reports: Staff as allocated on a project basis 2. CONTACTS Internal Staff, Students, Heads of Departments, Deans of Schools, Members of Executive External Support and Maintenance Organisations, Suppliers of Goods and Services, Colleagues in other Academic Institutions 3. BUDGETARY RESPONSIBILITY Not a budget holder. Responsible for controlling and monitoring expenditure against budget for any Projects in his/her control. Advises and makes recommendations on financial implications of major technology projects. 4. PURPOSE OF THE POST The University infrastructure (data centre, network, communications and business systems) underpins the current IT strategy for teaching and learning, marketing, administrative systems, student self-service and business development. To be a major contributor in developing, managing and maintaining the University s infrastructure. This will involve the planning and co-ordination of development activities within both the roleholders own team as well as other teams both internal and external to IT Services, providing 4 th - line support in line with established support procedures, and providing technical mentoring. This post requires that the holder be technically very competent and has the skills and enthusiasm to play a major part in contributing to projects that deliver high profile solutions for a variety of University-wide services and to effectively communicate information relating to these projects. University Infrastructure a. To lead, where appropriate, the development of supportable, high performance, reliable and cost effective IT solutions with emphasis on the University Infrastructure including: Desktop Services Network Services Data Centre Services Telephony Services b. To resolve complex hardware and software and other technical problems, such as those related to interaction between different elements of the IT infrastructure e.g.: server, desktop and network. c. To be a technical Specialist in one or more of the following areas: Virtualisation (Desktop, Data Centre, Applications) Operating Systems (Windows, Linux or Mac OS X) Data Centre Management Network Management Unified Communications (inc Telephony) d. To contribute, and be responsible as appropriate, to planning of University-wide major infrastructure changes. e. To assist with planning & preparation of network configurations, both LAN's and WANs, in relation to the University s managed personal computer estate. f. Hardware/ Software Support: To evaluate hardware, software and other technical advances in terms of performance, manageability, fitness-for-purpose and value-formoney, and when necessary liaising with internal teams & departments as well as external suppliers. g. To act as a technical lead relating to infrastructure issues in the 4th-line technical support function of IT Services and to take responsibility for managing complex technical problems to a successful resolution. h. Through proactive management of systems ensure the security and integrity of the University s infrastructure.
i. To purchase and support software (e.g.: management utilities) & equipment (e.g.: servers) required to manage the University s managed personal computer estate. j. To track the performance of servers and networks and to advise on upgrade requirement. k. Project/ Planning Work: To plan server configurations and advise on server software and hardware issues; complex fault resolution; designing back-up procedures. l. To provide the technical lead in liaising with the various Schools and Departments within the University. m. To manage and contribute to appropriate projects as required n. Professional Development/ Mentoring: To keep up-to-date with technological developments in areas such as operating systems, virtualisation technologies, desktop, servers and networking. o. To be responsible for mentoring other staff within IT Services to help enable and support skills sharing across the department. q. SFIA 1 Profile Work Activities Develops and maintains knowledge of the technical specialism by, for example, reading relevant literature, attending conferences and seminars, meeting and maintaining contact with others involved in the technical specialism and through taking an active part in appropriate professional and trade bodies. Maintains an awareness of current developments in the technical specialism. Provides advice, both reactively and proactively, to those engaged in activities where the technical specialism is applicable both to IT staff and those in related areas such as budgetary and financial planning, litigation, legislation, and health and safety. Identifies opportunities to apply the technical specialism within employing organisation and closely associated organisations, such as customers, suppliers and partners, and advises those responsible. p. The post holder must: Act at all times in the best interests of the work team and the University. Promote participation from staff in improving services and methods of working. Be pro-active in learning new skills and passing on skills to others. Promote a culture that encourages sharing skills and knowledge, technical development and good customer interface Demonstrate high levels of customer care and respect for colleagues. At all times be aware of and comply with safety, security and confidentiality requirements. Staff must at all times act consistently with the University s policy and practice on equal opportunity at work. Carries out specific assignments related to the technical specialism, either alone or as part of a team. Provides quality assurance of activities involving the technical specialism. Takes responsibility for quality standards and policies relating to the technical specialism. Promotes transfer of knowledge and awareness of the technical specialism to those in closely-related areas, such as IT staff, clients/users and development teams. Writes, or contributes to, articles and papers and speaks at conferences, user groups, or specialist subject groups on topics involving the technical specialism. Plays a leading role in special interest groups concerned with the technical specialism. 1 (Skills Framework for the Information Age)
SKILLS Knowledge/Skill Knowledge Depth Description Code Analytical Thinking Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed. KSB01 Information Acquisition Identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps. KSB04 Interacting with People Establishing relationships and maintaining contacts with people from a variety of backgrounds. Effective and sensitive communicator in different societies and cultures. KSB22 Business Environment Proficient in The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular those aspects of the business which the specialism is to support (i.e. localised organisational awareness from a technical perspective). KSC38 Consultancy or Technical Specialism Proficient in Specialist knowledge and skills in one or more functions, technologies or industries. Examples: business process re-engineering, IP networks, financial services, radio relay systems, customer relationship management, area networks, cabling. KSC32 Corporate, Industry and Professional Standards Proficient in Specific standards associated with the IT practitioner's current role. Examples: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL, etom, TickIT, CMMI. KSC19 Infrastructure Architecture Proficient in The frameworks and principles on which networks, systems, equipment and resources are based. Examples: Windows Server/XP/Vista, UNIX, Oracle, TDM, ATM, TCP/IP. KSC08
Knowledge/Skill Knowledge Depth Description Code IT Environment Proficient in The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation s technical platforms and those which interface to them through the specialism, including those in closely-related organisations. KSC39 National/International Standards Familiar with Standards associated with IT practice nationally and internationally. Examples: IEEE 802.3 (Ethernet), ITU(T) H (Audiovisual and multimedia systems), ETSI EN 302 307 (Digital Video Broadcasting), IEC 61000-4-6 (Electromagnetic compatibility), BSI BS 25777 (ICT continuity), ISO 9001 (Quality management systems), ISO20000 (Service Management), ISO 27000 (Information Security Management Systems), WAI (W3C Accessibility Initiative). KSC13 Legislation Familiar with Relevant national and international legislation. Examples (from the UK): Equality Act 2006, Disability Discrimination Act 2005, Data Protection Act 1998, Freedom of Information Act 2000, Public Contracts Regulations 2006, Corporate Manslaughter and Corporate Homicide Act 2007, Health & Safety at Work Act 1974 and the Computer Misuse Act 1990. KSD11 Project Planning and Control Techniques Familiar with Methods and techniques associated with planning and monitoring progress of projects. Examples: product/work breakdown structures, baselining, critical path analysis, earned value, resource analysis, conflict resolution. KSD31 Quality Management Familiar with The system or method for the management of quality within the employing organisation. KSD19 Techniques for Effective Meetings Familiar with Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants. KSD22 Business Proposals Aware of Methods and techniques for preparing and presenting business cases, invitations to tender and statements of requirements both orally and in writing. KSD16
PROFESSIONAL DEVELOPMENT ACTIVITIES Title Description Code Extra Mural Activities Undertaking activities outside working environment which can help to develop professional skills or offer additional insight into or understanding of own working role. PDFB02 Extra Mural Studies Undertaking self-study or attending classes in subjects relevant to but not directly related to own role; e.g. foreign language courses. PDFB03 Job Rotation and Special Assignments Undertaking temporary periods in other roles, inside or outside of IT, particularly those which offer a new perspective on own function or exposure to other environments and cultures. PDFB05 Community Work Participating in community or civic affairs. PDFB06 "Research" Assignments Gaining Knowledge of Employing Organisation Exploring a topic which is not part of own normal responsibilities, and presenting findings to colleagues. Gaining basic knowledge of the employing organisation, its business, structure, operations and terminology. PDFK04 PDFK02 Gaining Knowledge of IT Concepts and Techniques Participation in Professional Body Affairs Undertaking study, training and, where possible, practice in IT concepts and techniques external to own function. Taking an active part in professional body affairs at branch, specialist group or committee level. PDFK06 PDFP02 Publications Contributing to professional and technical journals. PDFP03 Gaining Strategic Knowledge of Employing Organisation Mentoring Developing a comprehensive understanding of the business environment, in which the employing organisation operates, and its position, policies and direction in relation to the external world. Acting as a mentor, advising those for whom there is no direct responsibility on matters to do with work and career. PDFK08 PDFB08 Teaching and Tutoring Team Leadership Deputising Teaching, lecturing, tutoring, coaching and mentoring, formally or informally, in area of own expertise. Undertaking training and practice in the skills required to lead teams, including motivation, direction, delegation, appraisal, counselling, developing others and work scheduling. Standing in for supervisor or manager on a temporary basis during periods of absence. PDFP04 PDFS05 PDFB04
Title Description Code Project Assignments Communications Negotiating and Influencing Attendance at Professional Body Activities Participating in a project team, working group or task force established to deal with a specific problem or issue - especially valuable if the group is inter-disciplinary. Undertaking training and practice in oral and written communications, including report writing and presentation. Undertaking training and practice in negotiating with and influencing others. Attending meetings, seminars and workshops organised by professional body and reading journals and newsletters. PDFB07 PDFS03 PDFS04 PDFP01 QUALIFICATIONS The following table outlines the range of qualifications that would normally be expected of role holders either at point of recruitment or within a defined period. Those in italics would be expected at recruitment or during probation. Title Awarding Body Description Code MCSA - Microsoft Certified Systems Administrator http://www.microsoft.com/ Covers the implementation, management and troubleshooting of Microsoft networks and system environments. QU169 Foundation in IT Service Management http://www.iseb.org.uk/ none QU006 ECDL British Computer Society Base line IT applications qualification n/a
6. GENERAL (i.) To follow IT Service Management processes and procedures. (ii.) To adhere to defined University policies and procedures (iii.) To work at any University campus as required. (iv.) The post holder must: Co-operate with colleagues, managers, internal clients and visitors. At all times act in the best interest of the work team and the University. Make suggestions for improving services to clients and methods of working, particularly with regard to the working of the post holder. This job description sets out the duties of the post at the time when it was drawn up. Such duties may vary from time to time without changing the general character of the job or the level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post. 8. DATE PROTECTION ACT (1998) The role holder will be familiar with the above legislation and will, at all times, be mindful of his/her responsibilities under the above Act. Attention is specifically drawn to the need for confidentiality in handling personal data and the implications of unauthorised disclosure. Participate and contribute to changes within the department. Be pro-active in learning new skills and passing on skills to others. Be able to meet externally validated standards (e.g. ICT qualifications), with appropriate training and support as required. At all times be aware of safety and security. Participate in induction and job familiarisation of colleagues. 9. COMPUTER MISUSE ACT (1990) The role holder will need to have regard for the provision of the above Act and in particular take such steps as may be necessary to prevent unauthorised access to computer material (Section 1) and the unauthorised modification of computer material (Section 3). 10. HEALTH & SAFETY Comply with confidentiality requirements. Staff must at all times act consistently with the University s policy and practice on equal opportunity at work. 7. OTHER FEATURES OF POST The post holder may be required to undertake evening and/or weekend duties as part of his/her normal working hours or additional hours for which payment will be made or compensatory time off allowed in accordance with the scheme of Conditions of Service for APT&C staff and any local agreement made under that scheme. The role holder may be expected to undertake emergency first aid training. The role holder must ensure, as far as is reasonably practicable, that he/she is familiar with all relevant Health and Safety legislation and recommendations and that these are observed within his/her areas of responsibility. Attention is drawn to the University s policy statement on Health and Safety at Work, copies of which have been displayed on noticeboards in the University. Any accident in the role holder s area must be entered in the accident book.
Attribute Essential Desirable Standard of general education GCSE Mathematics and English, grade C or above or equivalent. A-Level in ICT related subject. Academic qualifications HNC/HND or above in an IT related subject. Degree in an ICT related subject (e.g. Computing or Computer Science) 2:2 or above. Professional qualifications Microsoft Certified Systems Administrator (MCSA). ITIL Foundation in IT Service Management. Microsoft Certified Systems Engineer or Cisco CCNA. Vmware VCP Linux Administration Prince 2 Certification. General skills/experience Excellent inter-personal and communication skills including writing and presentation of reports. Flexible approach to work and learning new I.T skills. Ability to maintain accurate & concise records. Understanding of project management techniques and methodologies (e.g. PRINCE2). Excellent time management skills & able to organise own work and that of others. Specific knowledge and skills Extensive professional ICT experience, working at SFIA level 4 or above. Demonstrable experience of working with IP based telephony technologies. Experience of working in a help desk/service centre environment. Experience of supporting Learning Technology. Proven extensive experience of supporting and administrating Linux systems, with ability to perform scripting tasks. Cisco Unified Call Manager (CUCM). Knowledge of open source operating systems. Experience working with Microsoft Server Operating Systems and associated hardware.
Attribute Essential Desirable Specific knowledge and skills Experience in Microsoft Exchange 2010/2013 administration, support and troubleshooting. Experience working with server virtualisation technologies. Experience with network technologies such as firewalls, routing/switching, VLANS and wireless networks. Good working knowledge of formal Service Management frameworks (e.g. ITIL, Cobit) and specifically have understanding of Problem and Incident Management. Personal attributes required for effective performance in role Able to work as part of a team. Capable of organising own work and that of others. Takes an analytical approach to problem solving. Ability to assist and pass on technical information to others including mentoring and training. Able to work to tight timescales. Calm and professional manner. Other A strong commitment to providing a quality I.T. service throughout the University. A commitment to equality and diversity. Commitment to equality and diversity. Commitment to / understanding of Health & Safety.
The process will involve selected candidates undertaking a technical test followed by a role-related panel interview. Closing date for applications: midnight 4 th July Interviews will be held towards the end of July For further information regarding this post, please contact: Mohammed Yasser, Technical Services Manager, Directorate of Academic Support (IT Services) m.yasser@wlv.ac.uk Please note CVs cannot be accepted via email. Applicants must register and apply online via the University of Wolverhampton s e-recruitment site. Please visit www.wlv.ac.uk/jobs and search Systems Engineer, job ref. 10382.