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IT System Specialist

IT Services

Birmingham, United Kingdom

Overview

  • Posted on: 16th Sep 2021
  • Salary: £31,406 to £40,927. With potential progression once in post to £43,434
  • REF: 34577
  • Closes: 30th September 2021
  • Contract Type: Permanent
  • Hours: Full Time

Summary of Role

As a member of a cross-functional IT support team, the role will develop, maintain and support the IT infrastructure of the area they are aligned to, in order to deliver high quality services to the users and groups that are appropriate to their specific needs.

To work closely with, and in support of, their Senior/College IT Manager, ensuring that IT services are delivered in an efficient, effective and consistent way, taking responsibility as a Service Owner for specific technologies/services as may be required by the section/college.

Main Duties

• As part of an EUS IT support team, the role will manage the day-to-day IT development and support for new services within the section/college, acting as a main source of technical expertise.
• Maintaining existing systems and developing new ones in support of business requirements in a way that is consistent with University standards.
• Developing short and medium term plans for service improvements with reference to University/IT Services and College strategic objectives.
• To work closely with staff at all levels of authority within the area supported to gain a thorough understanding of their business requirements and to provide strategic guidance on how IT systems can be utilised to develop solutions to challenges and opportunities in identified areas.
• To lead on IT projects for the development and implementation of new systems, liaising with departmental staff, external suppliers and customers.
• To co-ordinate and supervise the IT work of members within the local IT Support team and suppliers as may be appropriate for the successful delivery of projects.
• To ensure that central systems are to be fully utilised by area supported wherever possible to avoid duplication, and to advise when specialist systems may be required.
• To provide guidance to the College/Senior IT Manager on project IT expenditure and replacement/upgrade strategies for hardware and software.
• To take responsibility for maintaining an inventory of equipment; specifying hardware and software versions; organising quotations with suppliers as required; arranging programmes of work for the installation of new equipment and initiating appropriate disposal mechanisms for redundant hardware.
• To have a thorough, in-depth understanding of the IT services within the University, and being fully involved in the support of systems used by the College/Section as a whole. The extent of this work covers (but is not exclusive to) Network infrastructure, Storage infrastructure, Virtual infrastructure, Database services, Web services, File services, Print services, Application services and Backup services.
• To implement as part of existing and new service development, the use of best practice standards and processes in IT Service Delivery (ITIL) and Information Security (ISO 27001) to achieve both optimised and secure services.
• To take the cross College/Section lead (working in conjunction with the College/Senior IT Manager and other IT support team members), in supporting, maintaining and improving nominated services (to be defined by specific skillset).
• To act as a main IT contact between different areas of IT Services, ensuring that matters are dealt with by the most appropriate ITS staff. This may include referring matters to other individuals or teams, and ensuring completion to agreed standards. For routine jobs logged with the Service Desk, it may include undertaking the jobs personally or delegating them to other members of the team as appropriate, and supervising their successful completion.
• The post holder will be expected to liaise with 3rd parties, (e.g. software and solution vendors, the NHS, etc.) as required by the Schools/Departments within the College/Section to ensure the successful delivery and support of IT services.
• To act as a source of technical expertise to other members of the IT support team, either on a routine basis or as part of specific projects, providing one-to-one or group training as necessary.
• To provide telephone support out of normal working hours on a best endeavours basis, and on occasions by prior arrangement to provide onsite support at evenings and weekends.
• To undertake such other duties as may be required from time to time in furtherance of the work of IT Services.

Person Specification

Knowledge

An in depth up-to-date technical knowledge of all of the following is essential –
– Windows 10
– Windows Server 2016/Windows Server 2019
– Microsoft Office 20xx
An in depth up-to-date technical knowledge of several of the following is essential –
– M365 Platform
– Azure
– Application packaging
– Active Directory/ Group Policy
– High availability technologies including Windows Clustering/NLB
– SQL Server Administration
– Microsoft Internet Information Services
– Microsoft System Centre Configuration Manager (SCCM)
– Microsoft System Centre Operations Manager (SCOM)
– Microsoft Remote Desktop technologies and thin clients

A strong and demonstrable understanding of ITIL Service Delivery best practices, processes and procedures.

A strong and demonstrable understanding of Information Security best practices/ISO 27001 is desirable.

A working knowledge of any of the following would be an advantage –
– Networking technologies/protocols such as TCP/IP, Ethernet, network switches and routers.
– Mac OS
– Linux OS
– Mobile Technology

Skills

A strong customer service orientation, showing the ability to both understand/interpret end user requirements and articulate IT solutions that deliver on end user business requirements.

The ability to work effectively as a member of a team towards quality service goals and deadlines.

The ability to effectively prioritise and schedule workloads in the face of conflicting demands.

Excellent communication skills, both written and verbal with both internal and external users demonstrating an ability to –
– Communicate complex IT technical problems in a non-technical manner
– Communicate confidently at all levels within the organisation.
– Express ideas coherently through a variety of media.
– Motivate staff and provide clear direction with respect to requirements and expectations.

Qualifications

‘A’-Levels or equivalent experience, particularly in a computing related subject and/or MCSE or other industry recognised IT qualifications.

Experience
Extensive experience (or equivalent) of supporting users in a similar large scale, complex computing environment, to include the support of wide ranging server OS, server applications, cloud services and management of end user devices.

Previous experience in a supervisory role is not required but the post holder must have a demonstrable aptitude for leading activity within a small team to ensure the successful delivery of small and medium scale IT projects.

Experience or exposure to project management methodologies such as PRINCE, APM or AGILE would be advantageous.

Informal enquirie can be made to Ian Marsden -i.marsden@bham.ac.uk

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We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.

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