Download IT Support Engineer

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