Information Technology Support Engineer

2 weeks ago

Norwich UK, Norfolk, United Kingdom Norwich Airport Full time

This role covers support of all IT systems at all levels on all RCA airports and XLR private jet centres, with particular focus on supporting Norwich Airport’s systems day to day.

The successful candidate will be expected to be able achieve CTC clearance and produce a 5-year employment history to be able to obtain a full ID pass.

The RCA IT team structure allows all team members to work on all systems which affords the business to have a great service from IT engineers who understand all aspects of the RCA IT landscape, and allows the individual team members to grow their skillset as rapidly as they wish in everything from Desktop and Server, to Network, Cyber Security and bespoke aviation systems.

The role will suit a multi-skilled self-starter who is a good problem solver and interested in growing their IT knowledge in all areas, as well as being the technical lead on specific projects.

Duties and skills summary:

  • Supporting the business IT services at 1st, 2nd and 3rd line level, both at job location and across RCA. These run in the main on Windows Operating Systems; both at Server and Desktop level, so extensive Windows OS and AD experience is essential. The candidate will be expected to have good working Cisco network and firewall experience. Training will be given on bespoke applications and systems.
  • This role location will be based at Norwich Airport. Some travel to other sites may be required.
  • This role will be part of a Group-wide out of hours on-call service once onboarding is complete and the successful candidate is comfortable with supporting all infrastructure. The successful candidate will be expected to join a 1 week in 6/7 paid on-call rota.
  • Ensuring that the maintenance, administration and regular monitoring checks are completed and to ensure that the Network, Server and Desktop estate provides a robust and highly available platform.
  • As part of the team, the role will be actively involved in RCA’s cybersecurity programme, so will need a knowledge and passion for all aspects of cyber security as well as documenting procedures and policies. The programme includes 3rd party access, patching, AV, MFA, MDM, encryption, traffic filtering, APT and M365 security policy creation.
  • Supporting and delivering local and Group-wide projects. The successful candidate will have the opportunity to contribute to the RCA IT strategy as well as delivering and becoming proficient in new technologies, including migration to cloud/hybrid hosting and vpn technologies, website hosting migration, cyber security enhancement and SharePoint migration. Some technical projects experience is necessary.


Principal Accountabilities:

  • Undertake day to day operations ensuring that all Incidents, Service Requests, Projects/Work Packages and Site Maintenance work is effectively supported making sure that the impact and disruption on the IT Services are kept to an absolute minimum.
  • Ensure Incident or Service Request/Jobs calls in the Technical Support queue are actioned as per the Service Level Targets
  • Ensure Server Data Backup/Restores are completed, to ensure that the integrity of the data is maintained, escalating any issues that cannot be resolved.
  • Ensure that processes, policies and procedures are completed as per documentation
  • Ensure that any Operating System patches are applied as per agreed schedules.
  • Ensure relevant documentation is maintained and completed.
  • Minimize service disruption when implementing projects, maintenance work and dealing with incidents.
  • Complete any other relevant duties as directed by the Team Lead/IT Director.

Specialist Knowledge/Expertise:

3 years minimum working at 2nd / 3rd line level in a role using, with the ability to demonstrate good technical configuration and troubleshooting skills in the following technologies:

  • Windows server and desktop operating systems
  • Desktop, server and network hardware
  • General client-side/server troubleshooting
  • Analogue and IP telephony systems and mobiles
  • Office 365 – front and back end admin
  • MS 365 security and user admin
  • Active Directory (incl. DNS, DHCP, GPO)
  • WSUS and SCCM
  • Remote access technologies, e.g. VPN, RDP.
  • Virtual servers and onsite/cloud (AWS/MS) hosting technologies.
  • Networking systems and protocols
  • Security systems/software/protocols – e.g. MFA, encryption, MDM, filtering, ATP, DNS security (DMARC, DKIM, SPF)
  • Monitoring systems, e.g. PRTG.
  • Cisco switch and routing networking and Cisco ASA firewalls
  • Anti-virus and cybersecurity systems admin, incl. O365 security, ESET, web filtering, spam filtering, device security.
  • Good technical knowledge of managing WordPress websites and website hosting, including load balancing, would be highly desirable.
  • Good technical knowledge of airport systems, e.g. Check-in, FIDs, AODB, CUTE/CUPPS, car parking tech would be highly desirable.

Soft skills:

  • The airports environment can involve fast paced change, so a good understanding of how airport operational environments operate, or previous experience in a 24/7 365 CNI public service environment is highly desirable.
  • Troubleshooting skills, ability to follow logical process to determine fault causes and follow to resolution in situations which can be stressful given the time sensitivity of airport flight schedules.
  • Good organizer, priority driven, and able to multi task to meet service priorities.
  • Methodical with attention to detail but prepared to be proactive and adapt to meet customer expectations.
  • Able to communicate effectively with good customer focus and communication skills.

Core Behaviour Framework:

  • Working together with colleagues and good team communication
  • Understanding our commitment and getting involved as a team player
  • Understanding the customer and a passion for customer service
  • Dealing effectively with change
  • Integrity & trust

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