Infrastructure Engineer

To provide a technical resource for the IT Services infrastructure. Working across the wider campus to assist the infrastructure team in the delivery of both Business as Usual (BAU) and project-based activities. The purpose of this post is to give the post holder a broad range of experience, working within the system team with various technologies and across all university sites, on and off the main campus., * To work and collaborate within the infrastructure team to provide technology related assistance and facilitate resolution of incidents, problems, and requests for both the students and staff.

• To undertake Business as Usual (BAU) work and project activities assigned by the senior engineers and team manager, working in a 2nd / 3rdline capacity.

• Delivering to end users' technology solutions using a none jargon and customer orientated approach.

• To act as a hands-on technical resource across the campus and other remote university locations.

• To ensure documentation is correct and up to date. Assisting with updating and maintaining detailed documentation, including process maps, workflow diagrams, and system configuration information.

• Responsible for helping and supporting the related infrastructure system as defined within the IT Service Catalogue.

• Responsible for the diagnosis, and resolution of assigned incidents, requested work items, and the completion of all related assigned activities.

• Responsible for ensuring new servers and work packages as assigned are deployed correctly and configured to be monitored by the correct monitoring tools.

• Apply technical expertise to attempt to resolve enquiries at first contact and/or allocate/escalate to the team or expert according to process.

• Responsible for working with third party suppliers to verify timely delivery of software, hardware equipment and ensure its readiness for operation usage.

• Responsible for the inventory, administration, deployment of operational related hardware,

software and ensuring its configuration meet defined policy criteria. Infrastructure Engineer Page 2

• Responsible for ensuring operational policies, standards, best practices configurations, system settings and process tasks are adhered to and carried out.

• Responsible for the configuration, allocation, and monitoring of the printing estate., * To provide communication of solutions in different formats that translate to management and other team members. Delivering technical information in nontechnical jargon at the appropriate audience level.

• To demonstrate ownership of relevant tickets, incidents, problems being able at times to work

alone and / or using own initiative, within or across the technical teams.

• To provide business relationship support with customer service level requirements and solutions.

• To be aware of new technologies and methods that align with overall strategy which provide solutions that demonstrate business value.

• Decision making, to be able to work independently, making decisions on the installation of various IT devices across the campus and wider remote environments. Researching and advising key stake holders on the options that are available to them, translating the technical jargon into plain English the target audience understands.

• To identify trends and potential problems providing initiative proactive solutions ensuring business continuity and capacity. In line with standard ITIL practices.

• To continuously develop both technical and personal skills required within the post.

• The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by their line manager.

• The post holder will be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality and diversity and health and safety issues.

• Responsible for all activities and actions in accordance with departmental standards, process and procedures, and to ensure that all university data is treated and maintained in a confidential manner.

• The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder.

1 Hold a relevant professional level IT qualification or Bachelors Essential Application / Advanced Degree or equivalent experience

2 Evidence of continuing professional development Essential Application

3 ITIL Foundation Certified Desirable Application

Skills, Knowledge and Experience 4 Experience of working in a higher education technical IT Essential Application support environment.

Knowledge and experience in at least 4 of the technologies listed below:

• Windows Operating Systems 11

• Windows Server 2019 / 2022 /2025

• Active Directory & Group Policy 2019/2022/2025

• Exchange 365 Online

• A good knowledge of IT end user devices

• A good knowledge of Microsoft end user applications

• A good understanding of the Office 365 Environment 5 * Hyper Converged Infrastructures (Storage Spaces)

• Virtual Infrastructures VMWare, Hyper V, Nutanix

• A good understanding of file storage, backup and data recovery techniques Essential Application

• Knowledge of Service Monitoring (Logic Monitor), and other tools

• Identity Management (IDM)

• MS Certificate Services

• Azure / AWS and AZURE MFA security configuration

• PowerShell scripting

• An understanding of the printing process

• Knowledge and understanding of AI Technologies Infrastructure Engineer Page 4

6 Experience of working with and influencing internal Application stakeholders, team members, and external agencies Desirable Interview

7 Good customer service skills with the ability to translate Essential Application technical jargon into nontechnical jargon for the target audience

8 Experience of working across organisational / team Application boundaries and working with third party suppliers Essential Interview

9 Knowledge and experience of Artificial Intelligence based Application solutions Desirable Interview

10 Experience of creating and maintaining documentation Application Desirable Interview

Personal Qualities 11 Ability to adapt to organisational change Application Essential Interview

12 Ability to adapt to technological advances in the workplace Application and keep skills up to date Essential Interview

13 Excellent organisational ability, verbal and written Essential Application communication skills

Excellent interpersonal skills and ability to develop 14 professional relationships and rapport amongst colleagues, Essential Application staff and students

15 A clear customer focus, able to work effectively with and Application understand customer needs. To be a customer champion Essential Interview

16 Able to work occasionally out of hours supporting the wider Application IT teams Essential Interview

17 Able to travel to remote sites and occasionally work alone Applications resolving incidents using own initiative Essential Interview

18 Ability to work under pressure to tight deadlines, Application maintaining customer service Essential Interview

Integrity and professionalism, demonstrating a Application 19 commitment to ethical standards, confidentiality, and the Essential Interview University's values of inclusivity, trust, sustainability and aspiration