Job description
Job title
Senior Infrastructure Support Analyst
Department
Information Technology
Reporting to
Infrastructure Manager
Purpose of job
To assist in the managing and supporting of the IT infrastructure of the Foundation,
including hardware, software, desktop and shared infrastructure, voice and data networks,
servers, mobile and fixed telephony.
To ensure all components are maintained and work reliably to meet the Foundations
needs.
To promote the effective use of new and existing technology.
Key responsibilities
To support and monitor existing infrastructure, perform preventative maintenance work,
backup and perform other regular support activities to ensure effectiveness and to provide
cover on such tasks when required.
To support and monitor the Foundation’s internal networks and links to regional offices,
other sites or the Internet, and to ensure they are configured and working correctly.
To plan, manage and implement infrastructure projects and upgrades to meet Foundation
goals.
To respond to 2nd Line Help Desk calls and planned work requests. To manage such items
through to resolution or escalate them to another member of the team or the Infrastructure
Manager.
To liaise with external suppliers and support agencies for the ongoing support and
maintenance of relevant hardware and software.
To ensure that all work and changes are performed in such a way as to minimise all
disruption to existing business use.
To assist in keeping track of the Foundation’s infrastructure assets and ensure that the
infrastructure and data is kept secure at all times.
To mentor junior infrastructure support staff.
To assist in designing and documenting infrastructure processes, procedures and
standards and to maintain or prepare system and software documentation as directed.
To perform activities in a productive, timely and effective manner.
To maintain appropriate records of time spent, actions taken and item status to facilitate
management, future problem resolution and to keep users informed of progress.
To keep users up to date with progress and to liaise with colleagues and partners in an
appropriate manner. To liaise with users regarding escalated issues and to agree
appropriate courses of action and priorities.
To ensure that technology is used, managed and supported in accordance with Foundation
standards, policies and procedures.
To work alongside colleagues within the IT Department on support, development and
project work where directed.
To undertake additional duties as required by the Chief Information Officer or Infrastructure
Manager.
General:
Support work is performed almost exclusively within the Foundation’s Head Office in
central London although some work in regional offices and supplier premises may
occasionally be required. The bulk of work is conducted during normal office hours but
some out-of-hours work is also required to resolve urgent support calls, perform out-ofhours upgrade or maintenance work or to work on critical projects. The Senior
Infrastructure Support Analyst participates in an on-call rota with other infrastructure staff to
provide cover for systems outside normal business hours.
The Foundation currently uses the following technologies:
• Windows XP / Windows 7 Desktop
• Microsoft Active Directory
• Microsoft Office 2007 / 2010
• Microsoft Office Communicator / LiveMeeting
• Microsoft Exchange 2007
• Microsoft ISA Server 2006
• Microsoft .Net
• Microsoft Access
• Microsoft SQL Server 2000/2005/2008
• Microsoft SharePoint 2005/2007/2010
• Microsoft InfoPath
• Citrix
• Microsoft System Centre Products (SCCM, SCOM, SCDPM, SCVMM)
• Microsoft Windows Server 2003/2008 and Hyper-V
• Citrix
• Avaya Telephony
• Avaya Contact Centre
• Cisco and Extreme Networking
•
Dell Servers, Storage, Desktop pc’s and laptops
The Foundation uses these tools to support and enhance the following:
• An extensive external web site (www.bhf.org.uk) with rich content and increasing
levels of applications functionality
• An intranet (Heartnet) based on Microsoft SharePoint which is to be used for
document sharing, collaboration and process automation
• An extranet to support remote workers, supporters and those involved in the
Foundations medical and research activities
• A variety of core fundraising, administration, support and accounting systems
The Foundation additionally utilises and develops applications and interfaces to a number
of packaged systems including:
• Lawbase
• Raisers Edge
• Dataflow 32
• Blackbaud BBEC
• Microsoft CRM 4.0
• Microsoft BizTalk 2006
• Microsoft Great Plains
Person specification
Experience
•
•
•
•
Proven and demonstrable experience in supporting IT infrastructure including
networks, security and hardware.
Experience of working with different service user at all levels.
Experience of working in a multi-disciplinary team.
Experience of planning and prioritising own workload and working on own initiative.
Knowledge, training & qualifications
•
•
•
Good level of general education
General commercial awareness of impact of client requirements
Extensive knowledge and proficient in the use of:
Windows Server 2003 / 2008
Microsoft Active Directory and Group Policy Management
Microsoft Exchange 2007 / 2010
Microsoft ISA Server 2006 or suitable firewall
•
Cisco / Extreme or similar
SAN Hardware management / support
Virtualisation Technologies (Hyper-V / VMware)
Some understanding or knowledge of Microsoft System Centre Products (SCDPM,
SCCM, SCOM), Avaya Telephony and Contact Centre and Microsoft OCS /
LiveMeeting would also be advantageous.
Skills & personal attributes
•
•
•
•
•
•
•
Good written and verbal communication skills, with the ability to communicate
technical terminology to people with limited or no technical understanding.
Excellent customer service skills, always striving to improve services to meet
customer and business needs.
Proactive and solutions driven
Be able to liaise with all staff levels
Ability to work to tight deadlines and budgetary limitations
Customer, end-user and external support company liaison skills.
Self-managing and pro-active.
General
•
To care about the BHF, share in its values and objectives and constantly innovate in
order to deliver the best solutions for the organisation and its customers.