TECHNICAL SOLUTIONS:
- Infrastructure Management
- IT Service Continuity Management
- Capacity and Availability Management
- Configuration Management
- Incident and Problem Management
- To provide consistent and repeatable services through application of common processes and procedures
- Provide 2nd/3rd support for the network (LAN, WAN, VPN), server, IP Telephony servers and database infrastructure including configuring and upgrading hardware, installing software and performing system administration
- Meet service levels for closure of assigned service desk tickets
- Escalate and then coordinate Issues and Problems to external third party support
- Available outside of standard office hours to minimize adverse business impact when instigating IT changes or performing planned activities
- External liaison with relevant suppliers and external stakeholders
- Provide cover to the Service Desk when needed
- Maintain Configuration information relevant to network (LAN, WAN, VPN), server and database infrastructure
- Create policies and procedures relevant to the support and maintenance of the network (LAN, WAN, VPN), servers and databases
- Maintaining the physical asset register for network (LAN, WAN, VPN) and server assets
- As part of an effective Security strategy operate and manage a patching policy for all IT infrastructure including servers, PCs and applications
- Ensure that the IT infrastructure is secure from external and internal attack through monitoring, testing and following best practice to reduce the risk of any security incident
- Ensure effective monitoring and alerting of all appropriate infrastructure services
- Maintain an effective antivirus, anti-spam and malware strategy for the entire IT infrastructure including PCs and telephony
- Administer an effective backup and recovery strategy for the IT Services
- Support the technical production of the IT Continuity plan creating and documenting processes and procedures to ensure the timely recovery of the systems in the event of an invocation
- Perform system administration for the virtual, physical and dedicated environments
- Testing data-sets in software to check that output from program worked as intended / Analyzing and detailing any defects
- Work closely with other staff, developers/programmers, systems analysts, and sales and marketing teams to determine best solutions for productivity
- Set-up and configuration of Google Cloud, Amazon (AWA) and Azure solutions
BUSINESS SOLUTIONS:
- Develop an in depth understanding of business processes and systems used
- Gather business requirements to prioritize what is required within an IT solution
- Map business requirements to technical solutions
- Liaise with users to clarify details of proposed solutions
- Document requirements in clear and concise terms
- Review system design to ensure that requirements can be traced to deliverables
- Demonstrate business and regulatory awareness and understand how any changes may impact systems
- Working knowledge of appropriate software development tools and methodologies employed
- Implementation of solutions
- Post system implementation support
As of September 30, 2020