Reports to: Head of Infrastructure & Technology. Direct reports: None

Job description

Job title: Network and Infrastructure Engineer Status: Full Time, 40 hours per week

Team: IT & CI Reports to: Head of Infrastructure & Technology Main Location: Greenford, with flexibility to work

across all sites

Direct reports: None

Department: CTS Departmental budget holder: No

About GSM

This is an exciting time for GSM London. Founded in 1973 and formerly known as the Greenwich School of Management, we are one of the UK’s largest independent for-profit HE providers and one of the few private providers to have passed QAA Institutional Review. We have two campuses and a study centre in London and over 6,000 students. We are committed to widening access to enable social mobility through our focus on strengths-based learning and our student outcomes, including their employability. We are building organisational capability to take us forward as we seek to attain degree awarding powers and university status. In this we are working closely with our validating partner, the University of Plymouth, who are supportive of our ambitious growth plans.

Position purpose:

2nd & 3rd Level Support for GSM’s Infrastructure & Technical Services estate. The successful individual will be responsible for working with a number of CTS’ 1st & 2nd Line Support Team members in multiple locations, in addition to liaison with 3rd party service providers. You will be expected to make both a technical and process impact, applying skills and senior level technical experience, delivering best practice techniques to support service, process, standardisation and support improvements, ensuring the simple and effective support across all of GSM technical systems and services.

This is a critical and highly-interactive role across multiple areas of GSM’s support, supplier and business teams, IT or Campus Technology Services (CTS) department and partners, therefore a strong character with good written and verbal communication skills as well as technical capabilities and presence/authority is essential. To thrive in this role, you will have significant well rounded technical and service delivery skills, and ideally experience gained from working within the higher education sector.

Desirable:

 BSc Computer Science qualification

 Ability to read, analyse, and interpret technical requirements and documentation

 Experience with enterprise deployment systems (Symantec Ghost, Altimis, Acronis) and enterprise monitoring and reporting systems

 Knowledge of TCP/IP protocol, routing concepts, switching, and troubleshooting  Experience with iOS, Android, and Windows Phone support

 An Interest in/ experience working in the Higher Education sector  Experience with 3rd party service management

 Experience in the deployment and provisioning of Wi-Fi solutions

 Experience in implementation and supporting of Unified Communications and Collaboration environments

Key Behaviours:  Customer focus  Results orientation  Attention to detail  Planning and organising  Acting on own initiative

 Change Management

 Problem Solving and decision making

 Listening and communicating

Position accountabilities:

Accountability Key activities

Supporting CTS Teams

 Working with CTS teams to drive technology enhancements

 Working with CTS teams to deliver workstation and/or desktop process standardisation

 Delivering expert knowledge and skills to a high standard of technical support for GSM’s user community

 Mentoring and educating the CTS team to perform advanced fault finding  Mentoring and educating the CTS team to escalate advanced issues  Create, update, and maintain User data, including recording of

communication(s) where appropriate

 Complete allocated work tasks in accordance with defined SLA’s and team targets

Reporting  Ownership of key technical areas across all of the infrastructure estate (virtual and physical)

 Delivering proactive performance & capacity management

 Working across all CTS teams to structure and effect support for Hardware and Software Asset Management (HAM & SAM), including order processing

 Service Desk and CTS escalation point for application support  Implementation of monitoring and auditing tools

Standardisation  Become part of the centre of expertise for infrastructure technologies in support of GSM’s technology roadmap and evolution

 Instigation of infrastructure hardware and software standards across all areas of GSM

 Building a single view for all infrastructure and technology integration, including technical dependency and risk management

 Documentation, version control, and distribution of network diagrams, solution configuration, and interface specifications & protocols

People Management  N/A Stakeholder

Management

 Build and maintain strong relationships with all key internal and external stakeholders necessary to perform and succeed in tactical and strategic tasking

 Clearly communicate (verbally and written) information to all levels of the business

 Agree, document, and communicate stakeholder expectations to the CTS team and regularly review to ensure these are met

Health and Safety  Hold personal accountability in avoiding action that could threaten the health or safety of yourself, other staff, students, or members of the public while engaged in activities on behalf of GSM

GSM London Good Citizenship

Key stakeholders: Internal

 Executive Committee  Provost

 Chief Executive Officer

 Directors/Heads of Departments  Finance Director

External

 External service providers

Knowledge, skill and experience requirements: Essential:

 3 years hands on 3rd level to advance level Infrastructure Support  Experience with Microsoft Operating Systems technologies

 Experience with Active Directory, MS System Centre, or other systems management platforms

 Experience with Infrastructure systems and technology management

 Provide 2nd and 3rd Line Support to the CTS team and Users across bespoke systems  Provide 2nd and 3rd Line Support to end-users via Telephone & E-Mail

 Assist with the maintenance of company Servers and infrastructure

 Manage and trouble-shoot escalated support calls in line with customer needs and business protocols.

 Have excellent communication and inter-personal skills.

 Help to define asset management and inventory tools, process and procedures

 Project support, providing advice on applications process, development and delivery to Business as Usual (BAU)

 Well-developed written and spoken communication skills for internal and external communications

 Extensive knowledge of enterprise class desktop software such as MS operating systems Windows 7, WINDOWS 8/8.1

 Minimum ITIL v2/3 Foundation  Awareness of FAST requirements Must have – Technology Requirements

 Windows Server (Administration, Configuration & Troubleshooting) with MCP’s  Experience in Network Support (Preferably CCNA)

 Windows Desktop support specialist

 DB Systems and support using MYSQL, MSSQL Server

 Active Directory account management, Group Policy Schema development etc  Email Management of Outlook 365 and MS Exchange