2011

Role Profile Infrastructure Support & System Administrator

Reporting to IT Infrastructure Manager October 2011

Job Description Role Title Reporting to Grade Number of Direct Reports Primary Location Overall Objective:
Member of the IT Infrastructure team, responsible for day to day problem resolution, helpdesk facilitation, system administrative tasks and providing support and maintenance of the organisations IT infrastructure. The role operates as a Technical Support level 1-3 covering first-line through to technical implementation and diagnosis.

Infrastructure Support & System Administrator IT Infrastructure Manager TBC 0 Wolverhampton

Generic Accountabilities
Ensure that you maintain an awareness of, and comply with, relevant regulatory requirements. At all times: o consider the fair treatment of customers; o apply the firms policies and procedures, and o adhere to Our Values. Ensure that you behave in a competent and ethical manner.

Job Purpose and Key Accountabilities

Responsible for the support of IT infrastructure services including desktop applications, local and wide area networks, IT security and telecommunications Ensuring the ongoing resilience and integrity of all elements of the IT infrastructure Implementation of new applications Implementing upgrades to existing applications Administrative tasks such as new user creation, permission changing, daily housekeeping (e.g. backups, performance monitoring) Working to defined Service Level Agreements, ensuring they are met Assist in the creation of IT related policies (security, audit etc.) Respond to helpdesk requests and ensure that agreed targets are met Documentation of internal processes and procedures Support the implementation and testing of the IT DR/Business Recovery Plans

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Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers

Build and maintain good relationships with colleagues and suppliers Demonstrate enthusiasm and self-motivation at all times Identify technical improvements and champion their delivery

Risk Management and Compliance To ensure that you comply with policies and procedures and all communications with customers take into account up to date legislative and regulatory responsibilities. To ensure that fair treatment of customers is considered in all communications with customers to compliment the TCF strategy.

Communications and Reporting To maintain effective communication with your line manager to ensure that you are fully informed of and keep abreast of operational objectives. To ensure that you own, deliver and comply with operating objectives and standards of performance.

Culture Promote a culture that embraces change, continuous improvement and a can do attitude.

Ensure the organisation and its mission, programs, products and services are consistently presented in a strong, positive image to relevant stakeholders. Promote and support a culture that values diversity in its workforce and demonstrates equality of opportunity and fairness in its treatment of staff, customers and in all aspects of its business.

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Key Skills
Education & Training A level or equivalent Computing related degree or equivalent Experience of This is a hands on role requiring expert knowledge of IT systems Interacting with people at all levels in an organisation Previous experience in a similar role Working in a financial services environment Knowledge & Skills Experience in IT Infrastructure disciplines, e.g. Networks, Midrange, Wintel Windows 2003/XP Operating Systems Windows Server 2003/2008 Active Directory/ Group policy Microsoft Office 2007 Suite Printer and desktop PC trouble shooting Backup procedures Network Cabling and switches Linux server configuration and installation Firewall configuration VMWare Infrastructure configuration Microsoft Exchange 2003 Administration Excellent verbal and written communication skills Good listening skills Attention to detail A full UK driving licence (driving to other sites may be required) Essential Essential Essential Essential Essential Essential Essential Desirable Desirable Desirable Desirable Desirable Essential Essential Essential Essential Essential Essential Essential Desirable Essential Desirable

Personal Attributes Ability to manage time effectively Flexible approach and attitude Work as part of a team Willingness to work day shifts & out of hours (including weekends) for essential support & maintenance Willingness to undertake training on bespoke software & telephone systems Ability to effectively prioritise and execute tasks in a high-pressure environment Essential Essential Essential Essential Essential Essential

Performance Measures Respond14/11/2011 requests within the defined SLA period to helpdesk Deliver project based work items to agreed cost, quality and time
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