JOB DESCRIPTION JOB TITLE: Network Officer SERVICE AREA: ICT LOCATION: As Reasonably Determined JOB NO: SECTION: ICT Technical Services GRADE: G7 SCP s: N/A : PURPOSE OF JOB: To support all ICT network, telecommunications and network security systems within the Council To assist in the design and development of all ICT network, telecommunications and network security systems to meet the needs of the business RESPONSIBILITY LINKS Reports to: Indirect report to: Manager Responsible over : Senior Network Officer Other Senior Network Officers, Team Leader Networks and Technical Services Third Party Service Providers on specific tasks SPECIAL CONDITIONS: 1. Availability outside normal working hours as may be reasonably requested. 2. Periodic requirements for considerable physical effort (for example, lifting or carrying, pushing or pulling items of light to moderate weight, or working in an awkward position). 3. The job involves frequent exposure to disagreeable, unpleasant or hazardous environmental working conditions or people related behaviour. For example, work within the data centre. MAIN ACTIVITIES: Production 1. Maintain and monitor the Council s network service, proactively ensuring this meets agreed service levels. Service scope including, but not limited to the Council s LAN/WAN (e.g. Cisco Routers, ASA Firewalls, Switches, MPLS, WiFi, Third party links), Internet/Remote Access (e.g. VPN, SSL connectivity, load-balancing, resilient services, LAMP), Unix Infrastructure (e.g. DNS, Squid, reverse proxies, LAMP, TFTP, FTP, LDAP, Kerberos, SQL, Postfix, iptables, samba, PKI), Fixed and Mobile Telephone Systems (e.g. NEC Phillips, CCPro, PABX maintenance, GSM Gateways, Open-Source telephony, Legacy PBXs), VoIP (e.g. Cisco Call Manager, Unity, Presence, Tiger call manager reporting, Asterisk, Cloud-hosted services, SIP trunking, voice gateways), Call Centre (e.g. UCCX, CCPro, Asterisk, Cloud-based call centres), Network Security Systems (e.g. IPS, IDS, Nessus, NAC, Apache, nmap, metasploit), other open source systems
2. Proactively identify changes required to ICT network, telecommunications and network security systems and ensure that the activity is carried out. 3. Carry out installation, integration, testing and maintenance of ICT network, telecommunications and network security systems ensuring all quality, asset management and configuration management processes are followed. Liaise with line management, Service Delivery teams and Service Desk to ensure all changes are communicated and understood by colleagues and staff. 4. Update and maintain documentation for ICT network, telecommunications and network security management procedures and the current/future ICT network, telecommunications and network security systems architecture. 5. Create, configure and update ICT network, telecommunications and network security systems in line with notified changes in accordance the ICT change control procedures. 6. Procure via line management new ICT network, telecommunications and network security systems infrastructure and software in accordance with Council procurement procedures. 7. Deliver an ICT network, telecommunications and network security systems service to the performance requirements of the team, providing regular reports to line management. 8. Provide information and reports for recharging as and when required. 9. Identify needs, specify work packages and oversee the work of third party support, technicians and other officers assigned to the ICT network, telecommunications and network security systems team. 10. Sign off quality of external work and pass to line manager or finance administration team for payment of invoice or recharge to business unit. 11. Provide ad hoc system reports for projects or other service delivery requirements when requested. 12. Assist in the development of ICT data network, telecommunications and network systems security policy, ensuring this is consistently applied. Recommend and implement security measures as appropriate to ensure the security and availability of Council systems. 13. Monitor ICT network, telecommunications systems for security incidents, identifying breaches and recommending appropriate action. 14. Support and provide input to audit reviews and ICT network, telecommunications and network security systems standards compliance regimes e.g. Government Connect Code of Connection. 15. Document all production, support and development activity and handover new support processes /documentation to the supporting teams. 16. Provide training/coaching other ICT officers on ICT network, telecommunications and network security systems architecture, management systems and support processes. Service Call Support 17. Within a Service Desk environment provide support to users, Service Desk and other ICT officers to resolve routine and complex ICT network, telecommunications and network security systems service calls (i.e. incidents, problems and service requests). 18. Escalate where necessary any issues with service calls to relevant third parties to the nominated service provider or ICT officer, team leader or other line manager ensuring issues are dealt with in accordance with service levels. 19. Deal with escalations from ICT officers.
20. Throughout the escalation process, maintain regular communication with line management, Help Desk/Service Desk and the relevant Account Manager in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made. 21. Act as a second after line manager as a point of contact for any business critical support requirements from the Service Desk and take ownership for resolution. Service Change and Development 22. Provide a formal documented response to Service Change Requests in accordance with ICT Service Change procedures. 23. Provide specialist advice and guidance on ICT network, telecommunications and network system designs, policies, strategies and architectures to Directorates, as requested by their Account Manager or other ICT officers. 24. Plan ICT network, telecommunications and network security systems strategy and architecture over the medium term; assist others with planning over the long term. 25. Interpret complex customer requirements and design, develop, build and test ICT network, telecommunications and network security systems solutions. 26. Assist the process of handover of developments into support. 27. Support project managers to produce designs and specifications and translate conceptual into detailed designs, using external support where required. 28. Attend and be an active participant in working/project groups and other meetings, as the team s representative. 29. Initiate and suggest new ICT network, telecommunications and network security systems technology or service concepts as part of continual service improvement. OTHER ACTIVITIES 1. To develop a broad understanding of the Council s aims and objectives, together with an in depth understanding of how these aims and objectives impact on the postholder s duties and responsibilities. 2. To work co-operatively with colleagues within the values of the Council, so as to achieve the aims, objectives, standards and targets of the post and the Council. 3. To independently and effectively deal with enquiries from all sources, including telephone callers and personal visitors. This includes responding to correspondence on general, technical and specialist matters within the post holder s competence. 4. The post holder must, at all times, carry out his/her duties with due regard to the Council s employment policies, with particular reference to Equal Opportunities and Health and Safety. 5. To contribute to the Council s and ICT s continued achievement of quality standards, including but not limited to ITIL and ISO, through individual and team performance improvements. 6. To work positively and constructively with the line manager to identify strengths and agree action in relation to development needs, to set these out in a personal development plan, attend relevant training and to review this, at least annually, with the line manager. 7. Keep abreast of latest technology developments and the ability to assess and propose new or changes to ICT strategies to encompass new technologies and ICT environments. 8. Other duties appropriate to the grade of the post as directed by senior management and/or as
required. DATE PREPARED July 2015 (Paul Davies) Grade Reviewed on 23/07/2015
Employee Specification Job Title: Network Officer Grade: G7 Service Area: Resources / ICT Using the Job Description consider what abilities are required by a person to perform each of the main activities of the job safely and effectively, Define the essential abilities clearly and unambiguously in terms that are measurable and observable and record them in the space below:- Abilities, Skills and Knowledge Good theoretical, practical and procedural knowledge of at least three of the following technologies (normally commensurate with a minimum of 12 months experience) Indicate when assessment is possible at: assessment centre = AC shortlist = S interview = I both = S/I WEIGHT CODE Shows relative importance Low = 1 Medium = 2 High = 3 Technologies (Focus for this post on core technologies in bold/italic, non core technologies will be dealt with too) : LAN/WAN (Cisco Routers, ASA Firewalls, Switches, MPLS, WiFi, Third party links), Internet / Remote Access (VPN, SSL connectivity, loadbalancing, resilient services, LAMP), Unix Infrastructure (DNS, Squid, reverse proxies, LAMP, TFTP, FTP, LDAP, Kerberos, SQL, Postfix, iptables, samba, PKI), Fixed and Mobile Telephone Systems (NEC Phillips, CCPro, PABX maintenance, GSM Gateways, Open-Source telephony, Legacy PBXs), VoIP (Cisco Call Manager, Unity, Presence, Tiger call manager reporting, Asterisk, Cloud-hosted services, SIP trunking, voice gateways), Call Centre (UCCX, CCPro, Asterisk, Cloud-based call centres), Network Security Systems (IPS, IDS, Nessus, NAC, Apache, nmap, metasploit), other open source systems Able to analyse and interpret complex customer requirements, evaluate options and present a sound business case Able to work in a structured way with skills in time management, capacity and resource planning Able to work with dexterity and at speed with a high degree of precision when configuring critical infrastructure and associated software Able to work independently without ready access to more senior officers, interdependently, assertively and under pressure in delivering to very tight deadlines and managing conflicting demands Able to work with concentrated mental attention for lengthy periods on a range of activities e.g. problem solving, requirements gathering, design, build and test Technical & Professional competencies Good technical and practical capability in the design, build and configuration of at least three of the following technologies (normally commensurate with a minimum of 12 months experience) I 3 I 3 I 3 Technologies (Focus for this post on core technologies in bold/italic, non core technologies will be dealt with too) : LAN / WAN (Cisco Routers, ASA Firewalls, Switches, MPLS, WiFi, Third party links), Internet / Remote Access (VPN, SSL connectivity, loadbalancing, resilient services, LAMP), Unix Infrastructure (DNS, Squid, reverse proxies, LAMP, TFTP, FTP, LDAP, Kerberos, SQL, Postfix, iptables, samba, PKI), Fixed and Mobile Telephone Systems (NEC Phillips, CCPro, PABX maintenance, GSM Gateways, Open-Source telephony, Legacy PBXs), VoIP (Cisco Call Manager, Unity, Presence, Tiger call manager reporting,
Asterisk, Cloud-hosted services, SIP trunking, voice gateways), Call Centre (UCCX, CCPro, Asterisk, Cloud-based call centres), Network Security Systems (IPS, IDS, Nessus, NAC, Apache, nmap, metasploit), other open source systems Proven ability to identify and resolve ICT problems and deliver to projects to provide an effective ICT service Able to manage a small budget, ensure value for money, follow procurement guidelines and operate in a rapidly changing financial context in networks operation and projects Able to exchange complex and sensitive specialist information orally and in writing with a range of specialist and non specialist audiences Proactive, hardworking, flexible, self-motivated and enthusiastic approach to work Able to evidence commitment to continuing personal and professional development Practical understanding and commitment to risk management, health and safety and equal opportunities Excellent Management Able to manage and deal with unanticipated problems delivering to tight deadlines and timeframes Able to manage own workload, performance and those of others and consistently meet deadlines and performance targets Able to build and maintain effective professional working relationships at all levels across the organisation, including employees, managers, directors, elected members, internal stakeholders, contractors and auditors whilst dealing with challenging / emotional / sensitive demands Able to work as an effective, assertive and participative member of the ICT team Able to demonstrate effective and extensive experience of managing, leading and motivating others Experience Good experience of working within ICT Networks or similar environment (normally commensurate with a minimum of 24 months experience I 1 S/I 1 S/I 1 I 2 Good appreciation of wider local government and relevant national issues S/I 1 Experience of and the ability to operate within a political environment I 1 Qualifications Qualified by experience within an ICT Networks environment. Have attained or possess equivalent professional experience to Cisco Certified Network Associate and ITIL foundation certificate standard. Have attained or equivalent experience to GCSE Advanced Level standard. Prepared by: Paul Davies Date: July 2015