Department: IT
Reports To: Manager - Technical Support
Directly Responsible For: No direct reports
Hours: 37 per week
Overall team / department purpose
- The IT function is responsible for ensuring that our network of systems functions properly and connects well.
- Maintaining the governance of our business’s technological systems, maintenance of the infrastructure and functionality of the systems overall.
- Beyond that, colleagues within the IT department work internally on computer software and hardware in many ways that allow a business to be successful.
Key role priorities
- The role holder is required to provide first and second line support to users who encounter problems related to the operation of network, telephony, hardware or business applications.
- This involves working with users to resolve these issues and where applicable working with other members of the department and external third parties to do so.
- In addition, this role provides support for Microsoft 365 and Microsoft Service’s, Remote Desktop Services, PCs, printers, laptops, mobile devices, computer and network equipment across the business.
- As well as second line support the role holder will be required to work within change following the correct best practices.
- Working with team members to remediate and resolve any vulnerability’s reported by users or detected through monitoring systems.
Key working relationships
- The role holder is required to work as an effective member of the IT team and to provide appropriate technical support to colleagues across our business at all levels and in all functions to resolve issues. The role involves working also with external third parties where required to ensure effective resolution of all issues.
Main duties & responsibilities
- Actively participate in the Service Desk operation, including logging all first and second line support calls in the service desk system whether received via telephone, e-mail or in person.
- Monitor the target dates on behalf of the Technical Manager to ensure calls are completed in-line with our business’s SLA and ensuring customers are kept informed of progress.
- Assist in the setup, support, upgrade and maintenance of all computer systems across our business to agreed performance standards and timescales at all offices.
- Provide a system user administration service (e.g., setting up new users, changing access rights etc.) for all network operating, email and Internet systems, in line with our business’s policies.
- Provide a full systems administration service for all business servers and PC operating software and hardware in conjunction with our business’s technical and network support contractors in accordance with agreed timescales, performance indicators and/or project plans.
- Roll out and install new and replacement hardware and software for users as required and move and set up IT equipment during office moves.
- Ensure timely resolution or escalation of helpdesk requests/incidents, communicating promptly on progress, and handling our customers with a consummately professional attitude.
- Maintain a comprehensive inventory of IT equipment and ensure that redundant kit is disposed of correctly in line with our business’s security and environmental policies.
- Provide advice, encourage and train where appropriate colleagues in relation to information technology.
- Ensure all servers, system components and devices are patched to the schedule as defined within agreed operational procedures. Ensure each patching exercise is appropriately recorded.
- Ensure IT Security is adhered to, in accordance with relevant IT policies.
- Work with other members of the infrastructure team to monitor SLAs, maintenance contracts, licence details and security arrangements and ensure that Best Value is obtained by our business in all IT transactions.
- Complete and perform designs, implementations, configurations, and upgrades of Collaboration Solutions (Video Conference units).
- Assist in the daily maintenance of network infrastructure including LAN/WAN, and Wi-Fi.
- Demonstrate expert level knowledge of network topologies and conditions; developing design documents, ensure changes to network topologies are made with minimal down-time.
- Manage video/audio, data/voice networking relationships and work with third parties to escalate issues when appropriate.
- Provide technical guidance and support to other members of the team.
- Provide peer training on correct usage of systems.
- Troubleshoot environment data networks.
- Act as a liaison point for mobile device enquiries across our business.
- Participate in regular DR and BCP testing across our business for both the network and Data infrastructures.
- Ensure correct documentation is provided when any changes are made to the infrastructure and/or business applications.
- Assist in the deployment of new technologies and processes to help improve the IT team productivity including any laptop/server deployment tools.
- Complete remediation actions, follow the correct process when there are any vulnerability’s and/or security notifications.
- Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- As part of the broader Service Desk team, ensure that all users are continually provided with an effective and timely support service for issue resolution
- Provision of an effective system of user administration and broader support for all services, hardware and software across our business
- All computer and associated systems and services continually available and updated to best support business and user requirements
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us‿
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Please click here for the Person Specification for the role.
Please click here for further details about our commitment to Equality, Diversity & Inclusion.