National Centre for Social Research
35 Northampton Square
London EC1V 0AX
t: 020 7250 1866
f: 020 7250 1524
e: info@natcen.ac.uk
www.natcen.ac.uk
INFRASTRUCTURE SUPPORT ANALYST
Job Description
Department:
Reports to:
Has reporting to:
Location:
Information Technology (IT)
Senior Projects & Infrastructure Manager
n/a
Brentwood
Job Purpose:
 To maintain and support the Server & Network infrastructure at all
NatCen offices, thereby offering a robust and resilient platform for
applications and services.

Duties &
Responsibilities:
To provide infrastructure support to NatCen workers, including other
teams within Computing Systems.
 Respond to, investigate and resolve support incidents logged via the
SDE system in a timely manner.
 Support the day to day operations of servers and network infrastructure
within all NatCen offices, ensuring capacity, growth and performance is
regularly monitored against predefined thresholds, by following the “Daily
Checks” procedure.
 Ensure that all systems and equipment are sufficiently robust by
following appropriate maintenance, support and disaster recovery
procedures.
 Identify areas of vulnerability or inadequate performance and if
necessary makes specific recommendations for improvement.
 Responsible for the configuration, maintenance and testing of network
components, adhering to agreed standards, best practices of network
design and of industry standards related to data communications.
 Assist in the implementation of specific computing projects as required.
 Perform any other reasonable duties that NatCen may require that are
consistent with the broad nature of the job.
Essential
Requirements:
 Thorough knowledge of network topologies, protocols and firewalls in
order to configure, maintain and support NatCen’s network environments
and security.
 Thorough knowledge of Citrix, Windows Server, VMWare, Microsoft
Exchange Server & Outlook.
 Thorough knowledge of server technologies, routing & switching.
This job description describes the principal purpose and main elements of the job as it currently exists. It is not a
permanent schedule and does not form part of the contract of employment. Any changes made to this job description
will be made in consultation with the relevant individuals.
Page 1 of 3
National Centre for Social Research
35 Northampton Square
London EC1V 0AX
t: 020 7250 1866
f: 020 7250 1524
e: info@natcen.ac.uk
www.natcen.ac.uk
Desirable
Requirements:
 Knowledge and experience with programming tools (i.e. scripting/batch
files to customise server and workstation configuration)
 Understanding of Telephony Systems with a specific knowledge of
moves & Changes
Generic
Competencies:
Organisation
 Plans and organises work by balancing conflicting priorities to ensure
that tasks are completed on time and of a high quality.
 Uses appropriate tools to plan, organise and conduct work.
Ways of Working
 Works effectively with others to achieve team goals

Freely contributes ideas and expresses opinions to others in the team

Helps and supports others, and willing to subordinate personal working
goals for the overall interests of the team and NatCen.

Able to work with minimum supervision, but knows when to ask for
advice.
Customer / Colleague Focus
 Understands and seeks to meet the expectations of internal colleagues
and external customers
 Bases decisions on the needs of the customer, colleagues and NatCen
 Seeks customer and colleague feedback when required.
Creativity and Problem Solving
 Creates new and imaginative approaches to work-related issues.
 Identifies fresh approaches and shows a willingness to question
traditional assumptions.
 Analyses issues logically and from all angles.
 Makes systematic and rational judgements based on relevant
information and generates logical, timely and workable solutions.
This job description describes the principal purpose and main elements of the job as it currently exists. It is not a
permanent schedule and does not form part of the contract of employment. Any changes made to this job description
will be made in consultation with the relevant individuals.
Page 2 of 3
National Centre for Social Research
35 Northampton Square
London EC1V 0AX
t: 020 7250 1866
f: 020 7250 1524
e: info@natcen.ac.uk
www.natcen.ac.uk
Flexibility and Adaptability
 Takes a flexible approach to work situations.

Willing and able to adjust to changing demands; receptive to new
ideas.
Information Security
 Maintains high ethical standards and is able to demonstrate knowledge
and awareness of individual responsibilities in relation to maintaining
confidentiality with written and verbal communication. In addition takes
steps to actively conform to the legislative and procedural requirements
in relation to the collection, management and storage and destruction of
data.
Specific
Competencies:
Communication (internal & external)
 Articulates views/proposals clearly, concisely and logically both verbally
and in writing.
 Confidently liaises with all people both internally and externally.
Quality Orientation
 Shows awareness of goals and standards; follows through to ensure
that quality and productivity standards are met.
Specialist Knowledge
 Understands technical aspects of work and continually maintains
technical knowledge to a level consistent with organisational
requirements.
Resilience
 Maintains effective work behaviour in the face of setbacks or pressure;
remains calm, stable and in control
This job description describes the principal purpose and main elements of the job as it currently exists. It is not a
permanent schedule and does not form part of the contract of employment. Any changes made to this job description
will be made in consultation with the relevant individuals.
Page 3 of 3