Infrastructure Support Engineer Job Profile
About the HCPC
The Health Professions and Care Council (HCPC) is the regulator of 16 different health
and care professions, set up to protect the public. To do this, we keep a register of
health professionals who meet our standards for their training, professional skills,
behaviour and health.
The organisation employs around 180 employees, who work in nine departments Registration; Fitness to Practise; Education; Communications; Policy & Standards;
Operations; Human Resources; Finance and IT.
About the IT Department
The IT department is made up of seven members, and divided into two teams: Service
Support and Infrastructure Support.
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The Director of IT heads up the department and is a member of the Executive
Management Team (EMT), taking responsibility for the strategic aspects of IT and
the work plan/ agenda.
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The Service Support Manager reports into the Director of IT and is responsible for
managing the functions and processes of the Service Support team such as the
service desk and management of the Service Support Team.
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The Infrastructure Support Manager reports into the Director of IT and is
responsible for the overall design of all IT infrastructure and management of the
Infrastructure Support Team.
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The Service Support Analysts report to the IT Service Support Manager and are
responsible for providing 1st line and 2nd line support to employees. We currently
have a vacancy for a Service Support Analyst to join the team – please see our current
vacancies page www.hcpc-uk.org/aboutus/recruitment for further details.
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Vacancy - Infrastructure Support Engineer
We are currently recruiting for an additional Infrastructure Support Engineer to join
the team. The Infrastructure Support Engineers report to the Infrastructure Support
Manager and are responsible for supporting all aspects of the IT Network, Database
and System Infrastructure.
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Application & Selection Process
Applicants for the Infrastructure Support Engineer role must complete the HCPC
application form in full.
Please note: any CVs submitted will not be seen by the panel for the purposes of
shortlisting or at interview.
Applicants for the role will be shortlisted by a panel during w/c 13 May 2013
Successful candidates will be invited for an interview on TBC
Please try to ensure your availability on this day, as it may not be possible for the panel
to see you at another time.
Completed applications should be sent to:
recruitment@hcpc-uk.org
Alternatively they can be posted to:
Human Resources
HCPC
Park House
184 Kennington Park Road
London
SE11 4BU
Enquiries should be directed to:
HR - 020 78409778
The closing date for applications is Wednesday 15 May 2013 at 09.00am.
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Job Description – Infrastructure Support Engineer
Department:
Information Technology
Reports To:
Infrastructure Support Manager
Salary Band:
Band D
Main Purpose of Job
•
As part of the Infrastructure Support Team, be responsible for supporting all
aspects of the IT Network, Database and System Infrastructure
•
Support the design; development and operation of the Capacity and Availability
(Security) Management processes for the IT Network, Database and System
Infrastructure
•
Provide 2nd line support for the Network and System Infrastructure
•
Monitor and manage the license provision for software distributed in the IT
environment with specific responsibility for server and database licensing
•
Attain the agreed levels of performance for Incident and Problem management
as detailed in the appropriate service level agreements
Position in Organisation
• Liaises with employees at all levels within the organisation
•
External liaison with relevant suppliers and external stakeholders which include
(but are not limited to) professional bodies, other regulators and government
departments
Scope of Job
•
To provide consistent and repeatable services through application of common
processes and procedures
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•
To be the acknowledged expert for IT Network, Database and System services
within HCPC
•
Analyse Problems and identify the root cause through coordination of internal
and external support resources including the investigation of online knowledge
bases and creating test environments to replicate any fault
•
Determine resolution options for Problems and present to the ITIL CAB with
recommendations
•
Prioritise Support requests effectively to ensure compliance with agreed Service
Levels
•
Ensure IT coverage of the HCPC working day (08:00 - 18:00) by working a shift
rota system
•
At your own discretion where practicable and reasonable respond to critical
incidents raised by external and internal 24 hour monitoring and alerting services
outside of standard office hours
•
By agreement with the Director of IT or Infrastructure Support Manager work
outside of standard office hours to minimise adverse business impact when
instigating IT changes or performing planned activities
•
Actively seek and understand IT industry trends and developments and identify
potential service improvements within HCPC
Dimensions and Limits of Authority
•
Raise complex Incidents and Problems to external vendor support. Coordinating
internal effort and manage the external support to resolve the issue
•
Budgetary approval and able to order goods or services from existing suppliers
to a value defined by the Director of IT and the HCPC financial policy
•
Implement Emergency Changes to recover services in the absence of the
Change Advisory Board (CAB)
Skills, Knowledge and Abilities
Essential
•
Educated to degree level or equivalent knowledge and abilities
•
A high standard of interpersonal and communication skills, and the ability to
handle confidential information
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•
Demonstrable competency to manage relationships with key stakeholders and a
strong customer service focus
• Proven ability to adapt to a changing working environment with a flexible
approach to working
•
Excellent broad understanding of IT concepts, technologies and trends
•
A relevant industry qualification or equivalent experience in Microsoft networking
technologies e.g. Active Directory
•
A relevant industry qualification or equivalent experience in Microsoft Windows
Server environment administration
•
A relevant industry qualification or equivalent experience in Unix (Solaris)
administration
•
A relevant industry qualification or equivalent experience in VmWare server
virtualisation administration
•
A relevant industry qualification or equivalent experience in a Storage Area
Network (SAN) environment administration
•
Relevant experience in applying a security context to all aspects of the IT
infrastructure
•
Relevant experience in designing and implementing an enterprise backup and
recovery strategy to IT infrastructure
•
A relevant industry qualification or equivalent experience in database (Oracle
and MS-SQL Server) administration
Desirable
•
Qualified in ITIL to foundation level
•
Experience of supporting a Lotus Notes/Domino Mail service
•
Experience of supporting Firewalls and a switched Ethernet network
infrastructure
•
Experience of supporting a MS-SharePoint environment
Duties & Key Responsibilities
Your principal duties and key responsibilities will be those set out below. In addition
to those duties, HCPC reserves the right to require you to undertake additional or
other duties within your capacity as may from time to time be reasonably required
and necessary to meet the needs of the HCPC.
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General
•
Ensure IT coverage of the HCPC working day (08:00 - 18:00) by working a shift
rota system
•
As required support any and all aspects of the IT service provision at HCPC on a
best endeavours basis
•
To carry out the responsibilities of the post with due regard to the HCPC's
Diversity Policy and to treat colleagues and other HCPC stakeholders with
respect and dignity at all times
Service desk
•
Provide cover to the Service Desk when needed
•
Monitor and manage the license provision for software distributed in the IT
environment with specific responsibility for server and database licensing. Keep
the Service Support team informed of license provision to enable them to
maintain the consolidated license record document
Incident and Problem Management
•
Meet service level targets for Incident and Problem management closure
•
Provide second line support for the network (LAN, WAN, VPN), server and
database infrastructure including configuring and upgrading hardware, installing
software and performing system administration
•
Meet service levels for closure of assigned service desk tickets
•
Escalate and then coordinate Issues and Problems to external third party support
Configuration Management
•
Maintain Configuration information relevant to network (LAN, WAN, VPN), server
and database infrastructure
•
Create policies and procedures relevant to the support and maintenance of the
network (LAN, WAN, VPN), servers and databases
•
Support the Service Support team in maintaining the physical asset register for
network (LAN, WAN, VPN) and server assets
Change and Release Management
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•
Adhere to the agreed ITIL Change procedure for all changes within the IT
Infrastructure
•
Ensure effective release procedures for changes to network (LAN, WAN, VPN),
server and database infrastructure
Service Level Management
•
Report against service level targets
Capacity and Availability Management
•
Operate ITIL processes and procedures for the effective Capacity and
Availability (Security) management of the network (LAN, WAN, VPN), server and
database infrastructure. Maintain the Capacity plan and achieve the Service
Level targets for Capacity and Availability
•
As part of an effective Security strategy operate and manage a patching policy
for all IT infrastructure including servers, PCs and applications
•
Ensure that the IT infrastructure is secure from external and internal attack
through monitoring, testing and following best practice to reduce the risk of any
security incident
•
Ensure effective monitoring and alerting of all appropriate infrastructure services
•
Maintain an effective antivirus, anti-spam and malware strategy for all of the IT
infrastructure including PCs and telephony
•
Define and administer an effective backup and recovery strategy for the IT
Services
IT Service Continuity Management
•
Support the technical production of the IT Continuity plan creating and
documenting processes and procedures to ensure the timely recovery of the
HCPC systems in the event of an invocation
•
Support the testing and validation of the IT Continuity plan
Application Management
•
Provide support and database administration functions for both Oracle and MSSQL Server databases
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•
Provide 3rd line support and administration functions for the Business
Applications used at the HCPC
•
Provide support and administration functions for the Security Applications used
at the HCPC.
Infrastructure Management
•
Perform system administration of the network (LAN, WAN, VPN), server,
database and IP telephony infrastructure including upgrading hardware, installing
software and monitoring performance
•
Perform system administration for the VmWare virtualised environments
Project Management
•
Perform the role of Technical Lead for HCPC major projects ensuring delivery of
an appropriate IT solution
•
Manage and deliver IT projects within the IT directorate to quality, time and
budget
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Support the User Acceptance Testing phase of the Major project delivery plan
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