Job Description
Post: IT Engineer
Department: IT
Reports to: IT Manager
Working Hours: 37.5 hours per week
Salary: £28,836- £30,567
Location: Bristol office with regular travel to the organisation's other West Midlands Offices
About the organisation
Their vision is to empower refugees and migrants who reside in the UK to lead self-sufficient and ambitious lives.
They are a social enterprise comprised of a diverse group of strategists and researchers led by lived experience. They provide tailored integration services that not only help individuals, but also disrupt the systems that have entrenched inequalities in our society.
They have a track record of delivering effective support services that give refugees and migrants the tools they need to succeed. In 2021 alone, they have helped 1000+ people to achieve their personal goals and lead fulfilling lives in their new country.
By working with them, you will be supporting refugees and migrants to build a better, brighter future.
Purpose of job
IT support queries, you will work with over 80 users to maintain and monitor IT systems, including remote working solutions, and understand and resolve technical issues promptly and professionally.
The incumbent in this position will be responsible for Office 365 and SharePoint administration, providing End-user support and training for hardware and software, and collaborating with the IT Manager to ensure operational security, Maintenance and Governance.
Key Responsibilities
Management Criteria
To work with the ICT Manager to translate the Groups IT Strategy into operational deliverables, contributing to and participating in the design and implementation of new and improved service offerings.
Responsible for the delivery of the IT Support teams objectives as defined by the ICT Service Plan.
To ensure that the on-going support service for all systems in use by the Group is of the highest possible standard within the available resources.
To be a champion of the ICT service, representing the service across all areas of the group and acting as an ambassador in the ICT Managers absence.
To provide effective management, guidance, and support to team members.
Ensure an effective and appropriate working relationship with the ICT Project Team
Provide day to day management oversight of the IT Support team, ensuring that service delivery is to the standard defined in the documented IT Support Policies and Procedures.
To ensure that the ICT KPI's are met, providing management reporting of the same and identification and documentation of applicable MPI's as appropriate.
To provide weekly input to the ICT Performance, Project and Change groups on relevant team activity.
To highlight areas of training requirements within the IT Support Team and ensure that these are addressed in a timely manner.
Setting, monitoring, and managing of personal objectives for all first line reports.
To carry out monthly one to ones and other requirements of the group's performance management procedures.
Infrastructure Management
Utilising the infrastructure analyst, ensure that infrastructure maintenance is undertaken as required by the maintenance schedule.
To act as the final escalation, point and product expert for all requests for service to the ICT Helpdesk, providing 3rd line support as required.
Own and maintain all infrastructure hardware, software and related components and interfaces including maintenance and day to day administration and housekeeping.
To be responsible for the Groups data backup, replication and disaster recovery processes ensuring that sufficient testing is undertaken as directed by the ICT Manager and the ICT Performance group.
Risk Management
To own the Risk management function for the ICT Service, ensuring that all risks to the infrastructure and wider service are identified and recorded with appropriate mitigating actions being reported to the ICT Performance Group.
Project Management
To scope, plan and manage projects to deliver new systems and processes using the PRINCE2 methodology in conjunction with the ICT Projects Group.
To work with the Business Analyst to ensure that projects within the IT Project team are meeting business needs.
To act as a technology lead or product expert when assisting in the delivery of Group wide projects.
Service Management
To undertake regular reviews of the overall service being delivered by ICT, measuring customer satisfaction and identify areas for improvement with appropriate actions.
In conjunction with the Business Analyst and the Project Team, ensure that systems and platforms have been sufficiently documented for non-technical users and with appropriate internal technical references available.
To assist in the design and delivery of end user training in both new and existing systems.
To ensure that third party service providers are meeting the needs of the group and contributing to the delivery of an outstanding IT Support service.
To contribute to the Release Management process to ensure that new systems being delivered to the ICT Support Team are fit for purpose and ready for deployment to the live environment.
To highlight areas of training requirements within the user environment and ensure that these are addressed in a timely manner.
Value for Money
To contribute to the development of the service's VfM service plan and provide regular management reporting of progress.
To ensure that the ICT Services “vendor value” register is maintained and fit for purpose.
To identify and log suitable entries in the groups VfM register.
Corporate Management
To maintain an awareness of the wider ICT community and evaluate technologies and systems to determine their suitability for meeting business needs.
Ensure that solutions provided by the ICT service comply with Group policy.
General
Promote and embed equality and diversity as an integral aspect of working for the organisation, leading by example.
To work in partnership with internal and external teams and stakeholders to ensure the best service is delivered to the Trust's customers.
To carry out any other duties which are consistent or commensurate with the role and/or as directed by the ICT Manager.
To see more details on the organisation as well as the ‘Person Specification / Skills required' – please click ‘apply'.
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