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Job Title Department Location Line Manager (Job Title) AHDB JOB DESCRIPTION IT Support Engineer Finance & Business Services Stoneleigh IT Infrastructure Manager MAIN PURPOSE OF THE DEPARTMENT AND JOB The main purpose of the IT department is: The provision of Information and Communications Technology (ICT) expertise and the maintenance of ICT equipment, including software, hardware and peripherals in accordance with an agreed ICT strategy. Provision of a network which gives AHDB the ability to collect, process and disseminate data on agricultural markets in order to promote efficient production and marketing of each sector of AHDB’s activities. To ensure a tested Disaster Recovery process is in place. To ensure that system security is paramount. To research and develop new projects to improve the effectiveness of AHDB’s operations. Under the supervision of the Senior IT Infrastructure Manager: To provide a ‘front-line’ troubleshooting and advisory service to all users of AHDB systems. This service may be provided via telephone, face-to-face or with the aid of remote support tools for home based colleagues. To build, configure and install approved items of hardware, software and peripheral equipment. To conduct, document and log ‘systems administration’ tasks as required. To assist with the provision and management of physical and virtual networks that give AHDB the ability to conduct its’ business in an efficient and cost-effective manner. To update all workstations with relevant software and hardware upgrades and maintain a stable network infrastructure in line with approved IT Strategy. To provide assistance and support to users of AHDB’s mobile and fixed telephony solutions. DIMENSIONS: AUTHORITY LEVELS & DECISION MAKING To be Advised Budgetary responsibility: To be Advised WORKING RELATIONSHIPS/MAIN CONTACTS/CONTEXT Internal IT Manager, IT Infrastructure Manager, Senior IT Support Coordinator & IT department staff Director of Finance & Business Services Facilities Manager Sector and Divisional Directors External IT Suppliers IT Service Providers KEY RESPONSIBILITIES 1. Provide a support service for all users of AHDB systems covering hardware, software and peripheral equipment. This friendly, approachable and responsive service should incorporate – information gathering, issue logging, problem diagnosis and problem resolution. 2. Provide an installation service for approved items of hardware, software and peripheral equipment. 3. Provide a source of technical information and advice for AHDB system users. 4. Participate in product evaluation and selection exercises. 5. Perform daily operational duties, in accordance with documented standards and procedures, as required for the efficient and secure operation of the central network and server infrastructure. 6. Documentation of operating procedures and working practices. 7. Perform systems administration tasks, in accordance with documented standards and procedures – to include management of user accounts and access rights, configuring printing solutions and print queues, ad hoc backup and restore requests and general housekeeping. 8. Provide first-line support for ‘line of business’ applications. 9. Support and assist users with Microsoft Office queries. 10. Monitor servers for security issues regularly reviewing logs, and escalating issues as required. 11. Carry out maintenance of the network infrastructure, to include patching, network cabling etc. 12. Provide support for AHDB’s mobile and fixed telephony solutions. 13. The post holder will also be expected to carry out any other duties that may be reasonably requested by the IT Manager. 2 KNOWLEDGE / EXPERTISE / MINIMUM QUALIFICATIONS Graduate level with relevant IT qualifications Knowledge and experience of Microsoft Windows Server 2000/2003/2008/2012 and Microsoft Windows XP Professional, Windows 7, Windows 8. Knowledge and practical experience of general network maintenance. Knowledge and practical experience of TCP/IP protocol, DNS, DHCP and Active Directory. Knowledge and practical experience of installing, configuring and managing network hardware (switches, routers etc). Experience of network administration involving the use of Windows 2000/2003/2008/2012 Server, ISA, Firewalls and the automated installation of standard PC application packages. Knowledge and practical experience of operating in a virtualised environment (particularly VMWare). Knowledge and experience of the installation and management of anti-virus, antimalware and e-mail hygiene solutions. Knowledge and experience of the installation and management of web content filtering solutions. Expertise in the use and integration of Microsoft Office products Knowledge and experience of Microsoft Office 2007/2010 (to include installation and troubleshooting) Good administration and planning skills. Good analytical and presentation skills. 3