Senior Technical Support Officer

JOB DESCRIPTION

REPORTS TO:  Technical Support Specialist RESPONSIBLE TO: EA Technical Support Lead

Key Purpose of Role

The postholder is an ICT specialist with responsibility for the provision of an efficient and effective ICT support structure within the Technical Support team, to ensure continuity and availability of ICT systems throughout the Education Authority (EA).The postholder will also assist the Technical Support Specialists in the development and implementation of ICT systems to support EA business requirements.

The Senior Technical Support Officers will support on the analysis, implementation, performance reporting and end user support of the following services:

Senior Technical Support Officer Windows server 2013 and later Support of EA client computers including laptops, desktops, mobile devices on a variety of platforms i.e. Windows, Apple, Android Microsoft Exchange 2012 and later Microsoft office 2013 and above including 365 and accompanying suite of client applications Microsoft Active Directory General network administration and troubleshooting, TCP/IP and WAN, LAN & Wi-Fi Understanding of Anti-virus Protection software License Management Support and management of team documentation and procedures Reporting associated with the support of IT services Service Desk Support Unified Communications support incl. Video conferencing and Ms Teams Mobile telephony support incl. tech. support, Ms. Intune & App mgmt Local Deployment and Disposal of IT equipment Project support including EA device refresh programmes School Meals Kitchen Support Unified communications IP Telephony support incl. phone number mgmt. IP operational procedures, Hunt Group mgmt. Cisco Jabber support Print Management support Operations Management Microsoft Exchange support incl. Ac Management, mailbox management Criminal Justice Secure Email (CJSM) Ac mgmt. & support Mail filtering Support Web Filtering Support

This generic job description is intended to provide an outline of the Support areas that the post-holder will be expected to undertake across a number of functional areas (detailed above) within ICT Support.Although the post-holder may be assigned to specific functional areas on appointment, in view of the nature of work the post-holder may be required to undertake duties in other functional areas to cover peak periods of work or vacancies.

MAIN DUTIES AND RESPONSIBILITIES

Technical Support

The post holder will be required to manage on a day-to-day basis the provision of direct ICT support to business users.

Liaise with services in the establishment and implementation of changing requirements and to ensure the ongoing accuracy, effectiveness and availability of ICT systems according to their needs. Manage the day-to-day work, monitoring fault levels, coordinating problem solving and change management issues, allocation, escalation and reporting, to ensure a high level of support is provided to EA users. Provide management reports to review systems usage and performance. Liaise with ICT suppliers of goods and services in the delivering of support service as appropriate. Develop and implement procedures and processes to support business users as required. Provide advice to other ICT Services in respect of the ICT specialist area Assist in the planning, co-ordination and delivery of training to business users in respect of Applications Support.

Systems Support

The post holder will be required to support a range of ICT systems/platforms/networks to ensure minimum down-time and to provide a system support infrastructure to enable effective and efficient delivery of ICT services.

Assist in monitoring and analysing the performance of ICT systems (technical / network / software) by carrying out detailed examinations of existing systems to assess the systems effective performance. Administer the central ICT infrastructure systems to ensure effective performance and delivery of business systems direct to users. Advise on ICT maintenance requirements. Maintain the accuracy, integrity, availability and security of the EA’s data resources and associated systems. Plan, configure and implement system upgrades and when appropriate undertake the installation. Establish and maintain links between business users and critical ICT systems. Assist in the development and testing of contingency plans to ensure continuity and availability of ICT services.

Introduction of New Systems / Project Management

The post holder will be required to liaise with services and to serve on teams to introduce effective business systems. This will involve:

Assist in the development and implementation of ICT systems. Assist in the supporting, planning, and managing the co-ordination of the technical aspects associated with the implementation of ICT systems. For some systems the postholder will be expected to manage the Project or Project stage, including the planning, identification of activities and resources, controlling, reporting, procurement, implementation The application of appropriate methods (i.e. PRINCE2, Agile, EA Procurements); Evaluate ICT solutions and where necessary carry out required modifications/ enhancements. Develop detailed operating procedures and systems documentation. Serve on teams connected with ICT Strategies and participate in subsequent development projects as required.

Contract Management

Liaise with external service providers in respect of work undertaken through maintenance contracts Assist in monitoring the work of external service providers. Assist in the co-ordination, problem solving and change management issues associated with technical and communications issues. Assist in developing and managing the procedures and processes by which Technical Support engage with technical and communications services delivered through its multiple service contracts. Assist in the preparation and monitoring of management information reports supporting this function. Assist in the preparation of material used in discussions/negotiations with contractors, and to participate in those discussions/negotiations.

Standards, Quality and Security

Assist in the formulation and implementation of technical and communications standards appropriate to the needs of the EA. Assist in the development and implementation of security systems (e.g. firewalls, anti-virus software, email scanning, profiling etc.) and ensure that they are being effective. Assist in monitoring the services provided by service contractors and ensuring that they comply with the established performance and security standards. Monitor Budgets and approve expenditure within delegated limits.

General Support

The post holder will be required to provide support across a range of ICT related issues.

This will involve:

Providing technical support, guidance and advice to business users in relation to Technical Support. The training of ICT staff in the support and use of appropriate systems; Providing user system documentation; Liaison with Software/Hardware Suppliers. Attending business user meetings as required; Supervision of support staff within Technical Support Representing Technical Support and EA at meetings, in liaison with suppliers, and outside agencies. Assisting in the development of an Operational Plan for Technical Support which contributes to the overall Service Plan for ICT Services. Undertaking such other reasonable duties as may be required from time to time by Applications Support, for example, out-of-hours support on an ad hoc basis. To act as nominated officer on Selection Panels.

Professional Development

The postholder will be required to keep up to date with new technology in order to provide a support service. This will involve:

Attendance at seminars, webinars and training courses. Keeping up to date with relevant ICT technologies. Liaison with other agencies, government departments etc.

People Management & Development

To promote the corporate vision, values and culture of EA as a single regional organisation, in all processes linked to maintenance, development and implementation of assignments within their areas of responsibility. Ensure that employees within the Technical Support team are provided with clear structure, strategies, policies and processes for their service. Plan and review work of staff they are responsible for. Foster a culture that supports achievement of the authority’s Strategic Plan by role modelling core values and leadership behaviours to staff. Have supervisory responsibilities for members of staff organised in groups or teams. To line manage, support and be responsible for the development of staff within their area of responsibility providing supporting within the areas of staff Welfare/Wellbeing and resourcing. To deliver awareness sessions to Team as required.

Health & Safety duties and responsibilities

Understand the Health & Safety responsibilities of Managers & Employees within EA. Ensure that employees fulfil their responsibilities as outlined in the EA policies and programmes. – Fire drills, risk assessments, Accident reporting etc. Implement personnel management policies to ensure that everyone in the team is aware of his/her responsibilities. Foster a workplace safety culture in which employees and their managers work together to ensure workplace safety Travel across EANI sites may be required in order to fulfil the full range of duties and responsibility and work may occasionally be required outside of standard working hours. On-call support may be required out of normal hours subject to remuneration payment.

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