Support Engineer

To assist the IT Operations Manager in delivering PCI's IT Operations (ITOps)

To provide third-tier backend, desktop & end-user support for all locations

To ensure elements of the Business Continuity infrastructure are operational and effective

To assume an autonomous role in delivering third-tier support for existing systems & software

To manage rollouts and other infrastructure projects to agreed specifications and timelines, Complex Infrastructure Responsibilities

1. To maintain PCI's multi-site infrastructure in conjunction with the Head of IT, Deputy Head of IT and ITOps Manager

2. To understand and maintain the secure Network Segmentation infrastructure

3. To understand and maintain the Business Continuity infrastructure

Support and Training Responsibilities

1. To project manage assigned deliverables within the programme of works, sub-allocating work to any IT staff or contractors, as appropriate

2. To provide IT advice and full support to PCI staff at all locations

3. To maintain operational integrity of the PCI infrastructure through proactive monitoring

4. To effectively use the incident management system to track & resolve issues to agreed SLAs

5. To autonomously manage infrastructure hardware and software rollouts

6. To build, deploy and document systems to agreed specifications

7. To maintain hardware and software asset registers

8. To perform defined system health checks at designated intervals

9. To design, maintain and support Assembly Buildings' Building Management Systems & Audio-Visual technologies

10. To provide practical support to Assembly Buildings' Conferencing

11. To provide management reports as necessary

12. To manage the IT stores, ordering and issuing as required

Individual Specialist Responsibilities (First Point of Contact)

1. To assume full autonomy for complex, multi-component specialisms from the services defined in PCI IT Services Catalogue, as allocated by the IT management team

For example,

· Finance

· Microsoft Cloud

· Telephony Services

· E-mail Services

· Building Management Systems & AV Technologies at all locations

2. To liaise directly with third parties to deliver appropriate outsourced technical support and services, when required, ensuring value for money, quality and acceptable SLAs

Compliance Responsibilities

1. To contribute in the enforcement of compliance policies relating to intellectual property, data protection and other legal and statutory regulations

General and Procedural Responsibilities

1. To work within IT policies and procedures
2. To update IT documentation and configuration management systems
3. To ensure system security & integrity at all times and mitigate risk, when necessary
4. To work within GDPR and other regulatory constraints, following agreed standards and procedures
5. To provide desk-based and formal training to staff, when required
6. To ensure personal skillset remains current and relevant in order to fulfil the ongoing requirements of the post

To carry out any other duties, requested by the IT management team, as is reasonable within the main function of the post.

• Third level qualification in an IT related discipline or at least three years' experience in a similar support role within a medium to large organisation
• At least three years' experience in a similar IT support role
• At least three years' support and deployment experience of Windows Server or Windows desktop operating systems within an Active Directory or Azure infrastructure
• At least one year's experience in administering a cloud-based, Azure infrastructure
• At least one year's experience in project management and change management
• Experience in the installation, management and support of active network components (switches, routers and firewalls)
• Experience in diagnosing complex network faults (routing, subnetting, VLANs, VPNs and WAN), ideally in a multi-site environment
• Broad deployment and fault diagnostic experience of enterprise hardware (computers, components, servers, switches, routers, firewalls, telephony and network printers)
• Experience in configuration management, asset management and incident management
• Must be available for flexible working when required
• Willingness to commit to working within the Christian ethos of PCI
• Access to a vehicle for work purposes

Desired criteria

• Microsoft certifications, covering infrastructure & cloud
• Cisco CCNA certification
• Experience supporting a virtualised infrastructure
• Experience in supporting VoIP, VPN, Wireless LANs and IP PABX technologies
• Knowledge of IT compliance legislation and its practical implementation.
• Experience of Building Management Systems and Audio-Visual technologies

The Presbyterian Church in Ireland (PCI) is a community of believers shaped by faith, committed to loving God and serving others. PCI plays an active role in social care, education, and advocacy, reflecting its core values of faith, compassion, and service. Through worship, discipleship, and outreach, PCI seeks to make a meaningful impact on society while fostering a strong, supportive Christian community., PCI is one of the largest Christian denominations in Ireland, with over 500 congregations across Northern Ireland and the Republic of Ireland. PCI is committed to spreading the Gospel, serving communities, and supporting mission work both locally and globally. PCI provide practical care in through nursing, residential and supported housing, day services and more. PCI fosters a culture of faith, service, and community. It values integrity, compassion, and inclusivity, encouraging members to live out their faith through worship, discipleship, and outreach. PCI provides a welcoming and supportive environment where individuals and families can deepen their faith, contribute to meaningful causes, and build lasting relationships within a vibrant Christian community.