Purpose of the job: The post-holder is responsible for providing an excellent level of 3rd line support to the CTICC IT Support Team, giving support to the whole of business in Front and Back-office functions. The role will have oversight of all ICT infrastructure.

ICT Support – All ICT support and event services (Internet and email, firewall, Wi-Fi, mobile, network, printing, security and backup, digital signage, telephony, authentication, server, cyber security)

Reporting to the: Head of ICT

Key responsibilities will include but are not limited to:

1. To ensure ICT Systems Availability

• Ensure all LAN and WAN services are operational and functioning correctly on all levels i.e. core – routing – firewall – switching/edge – wireless – internet service provider links

• Events gateway/s functional and distributing bandwidth to events

• Ensure all wireless services and infrastructure are operational and functioning correctly

• Responsible for overall systems and infrastructure availability, security, and development of resilient infrastructure to mitigate service interruptions and failures

• Provides administration and support, of both On- Premises and Cloud hosted environments, including Microsoft 365 Enterprise (Azure AD, Group Policies, Mobility), servers, switches, Wi-Fi, firewalls, routers, telephone servers/PABX, systems and infrastructure monitoring and reporting

• Provides VMware virtualised environment administration and support

• Responsible for resolving escalations identified through day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD), Microsoft Azure, M365 environments, system backups and disaster recovery

• Monitors business critical processes and systems

• Ensure all telephony services are operational and functioning correctly

• Ensure the availability of support infrastructure for integrated systems

• Ensure all planned and unplanned maintenance takes place

• Monitor the network and systems availability, addressing any issues encountered to ensure service availability

• Provide support as and when required to clients, staff and delegates

• Diagnose and repair faults ensuring timely response and availability of services

• Install or deploy solutions to difficult or complex faults encountered

• Mentor staff and disseminate technical skills supporting the succession planning strategy

• Administer the network and server applications and infrastructure

• Provide end user support finding solutions to complex and or challenging faults or failures

• Compilation and submission of reports as required

• Ensure disaster recovery onsite and offsite replication is operational

• Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner

2. Project Management

• Project coordination/management

• Compile specifications and requirements

• Works with End-Users and Clients to develop solutions to meet service requirements

• Engage in delivery of related projects

• Ensures projects are given sufficient focus ensuring system availability

• Project manages delivery of services to events as and when required

• Works closely with the IT Service Desk and other Specialists to ensure a timely, robust and comprehensive service transition process

• Research, design, plan, document and implement upgrades or changes to ICT infrastructure and services

• Develop and lead the project programs for infrastructure improvement and at end-of-life replacement

3. Contract and Service Provider Management

• Ensure quality of services being delivered by service providers

• Ensure quotations received by service providers are in line with expectation and industry

• Ensure service provider costs are within the planned budget for works required

• Responsible for ensuring the oversight of contractors executing any works within the venue

• Test works performed or services delivered by third parties to ensure systems availability

• Oversee support contracts for other integrated systems required by the business

4. ICT Governance

• Ensure compliance with ICT governance controls, providing specialist support where necessary

• Participates in the disaster recovery testing process

• Addresses technical faults pertaining to any systems which support the control framework for example, anti-virus, windows updates, backups, restores, change controls

• Ensure that systems are adequately documented, and disaster recovery documentation is available

• Provides ITIL Service disciplines, covering Incident, Problem and Change Management

5. Administration

• Ensure an up-to-date network and system diagrams are available at all times

• Responsible for the specification, installations, configurations, support and documentation of new and existing services, systems, servers and network infrastructure

• Source quotations and comparative quotations

• Place orders for services as required