POST DETAILS
Post Title
Infrastructure Engineer
Faculty/Department
ICTD
Reporting to
Infrastructure Support Manager
Duration
Continuing
Job Family
Specialist (IT)
Pay Band
Band 5
Benchmark Role Profile
Specialist (IT) Band 5
CRB Disclosure Requirement
N/A
Vacancy Reference
IT00008
DETAILS SPECIFIC TO THIS POST
Background and Context
The Information and Communication Technology Department (ICTD) is organised
into two main groups and two programmes of change. The main groups are the
‘Office of the Director’ and ‘Service Operations’ whilst the programmes of change
separately deal with improvements and developments to ‘Infrastructure’ and ‘Core
Systems’. The department is based on the Hull campus of the University in newly
refurbished accommodation within the Applied Science building. We work closely
with ICT colleagues on the Scarborough campus and further integration with staff in
this area is expected in the future.
The purpose of the ICTD is to support, improve and transform the way ICT is used
across the University of Hull. The University ICT Strategy for 2011-15 has 9 key
objectives and the ICTD will work in partnership with the rest of the University to:
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Significantly improve the University ICT infrastructure through a
comprehensive ICT infrastructure upgrade programme.
Upgrade or replace key University software systems through a focussed core
systems refresh programme.
Monitor and maximise benefits delivered from the upgraded infrastructure and
core systems programmes.
Develop and implement a University of Hull ICT governance model.
Provide clearly defined support for research.
Improve support of teaching and learning and the audio-visual development
programme.
Improve and articulate service quality.
Improve the student experience.
Develop and expand the ICTD skill mix, staff levels and organisation.
The main groups within ICTD are split in to further functional operations. The Office
of the Director has customer relationship, benefits realisation, procurement and
finance, security and resource management functions whilst Service Operations is
split into teams that deal with frontline, infrastructure, desktop systems and
application support.
The change programmes for Infrastructure and Core Systems will be involved in
upgrading the network, replacing the student information and HR systems,
introducing campus wide industrial strength Wi-Fi, deploying a voice over IP
telephony system and a host of other major upgrade projects.
Whilst the department is structured around functional areas, and has a clear
separation between the support of the ‘Live Environment’ and the change
programmes, there is also recognition that ICTD staff, with their knowledge and
skills, are the department’s most valuable resource. With this in mind the
department provides opportunities for staff to work, at different times, in both
supporting the live environment and improving and transforming University ICT
through activities in the change programmes. This is an exciting and busy time to be
working in ICT at the University of Hull
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Specific Duties and Responsibilities of the post
The post holder will be based on the Hull campus and will work within the ICT Infrastructure
Team, which is part of the Operations Group. The Team is responsible for supporting,
developing and managing a range of systems on which ICT services are delivered to the
University and wider community. The post holder will report to the Infrastructure Support
Manager and will be part of an expanding department that offers exciting challenges and
development opportunities.
The post holder will need to have the knowledge and technical understanding to contribute
to the support and improvement of the ICT infrastructure. They will also be expected to have
the technical skills to embrace new technologies, practices and processes.
The post holder will be required to take some responsibility for individual and combined
systems typically including:
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Communication and collaboration systems, including Lync and VoIP technologies
Wireless networking
Network Services, including DHCP and DNS.
Data Centres, including security and access control, and environmental conditions.
Servers, including the maintenance of Dell and Sun/Oracle hardware, and the
installation of Windows and Solaris Operating Systems, in addition to updates.
They may also be involved with general duties including:
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Monitoring of systems and services, including alerts from automated procedures,
anti-virus and management systems.
Proactive improvement and automation of auditing and housekeeping tasks.
Third line support to the Service Desk
The post holder may also be required to work within the Refresh Programmes. These
comprise a large number of projects that are vital to the future success of the ICT
Department and also to the University. As a Project Specialist, the post holder will need to
work according to structured project management methods, taking on the role of Supplier. In
this respect, they will be responsible for developing and implementing one or more discrete
projects. While working with the Programmes, the post holder will be required to report to a
project manager or senior project specialist.
Although project work will be undertaken largely within the Refresh Programme, the post
holder may still be required to take on small scale project work within the Operations Group.
Consequently, the post holder should be capable of working within structured project
management methods.
The post holder will be expected to work in close cooperation with colleagues and other
individuals within the University.
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Generic Job Description
The job duties and responsibilities listed below are intended to describe the
general nature of the role. The duties and responsibilities and the balance
between the elements in the role may change or vary over time depending on
the specific needs at a specific point in time or due to changing needs in the
department. Candidates should note that there may not be an immediate
requirement to carry out all the activities listed below.
Overall Purpose of the Role
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At this level the role holder will provide IT support to staff, students and more
senior colleagues.
The role holder will have practical working knowledge of the
system/process/operating environment gained through formal instruction and/or
experience.
The role holder will have specific responsibility for a clearly defined section or
sub-section of work and will use initiative within the boundaries of the role in line
with University policies and procedures.
The role holder will have discretion to deal with non-routine queries and/or issues
but more complex situations will be referred to senior colleagues.
The role holder will plan and prioritise own work and may be required to delegate
work to others within agreed objectives.
Main Work Activities
Communication
 Interprets and explains ICT procedures, technical processes, equipment and
software operation to students, staff and visitors.
 Gives advice and guidance to staff or students on various ICT related topics.
 Occasionally, presents information to staff and colleagues and gives practical
demonstrations.
 Prepares technical and customer oriented documentation, guidance and
online content.
 Accurately captures information presented to them and relays it on to
colleagues, customers and partner organisations through written means such
as emails and helpdesk call records.
 Occasionally, prepares activity reports for the guidance of managers.
 Complies with all internal/external frameworks and record-keeping
requirements.
 Adheres to internal project management methodologies and manages the
production of project documentation and reports.
Teamwork and Motivation
 Provides day-to-day support and cover to other members of the team and
members of staff new to the work area.
 Provides support to the line manager.
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Makes a full and effective contribution to team objectives and goals,
contributing ideas and expertise and ensuring that work is delivered within
departmental frameworks and on time
Provides advice and guidance to the team pertaining to agreed initiatives,
services, processes and procedures.
Liaison and Networking
 Communicates with a range of contacts within the organisation using
procedures, tools and processes outlined in the departmental frameworks for
internal communication and relationship management.
 Communicates with partner organisations regarding faults and service issues.
 Liaises with staff and colleagues to manage and maintain existing services.
 Contacts and communicates with external organisations in line with
departmental communications and relationship management frameworks.
Service Delivery
 Complies with existing departmental frameworks policies and procedures.
 Working with minimal supervision, provides specialised, customer focussed,
ICT support to staff and students.
 Installs, configures, maintains and supports applications and systems
software and associated hardware and peripheral devices.
 Instructs students and staff on the use or configuration of a range of software
and ICT equipment.
Planning and Organisation
 Plans and organises personal workloads and time to ensure that tasks and
responsibilities are completed within designated timescales.
 Checks and monitors systems and services are in good working order, and
produces schedules to manage these effectively and efficiently.
Analysis and Research
 Keeps up-to-date with the latest developments in software, systems and
services.
 Establishes the facts behind technical and service oriented data and produces
analyses and reports in line with pre-determined procedures and processes.
Additionally the post holder will be required to
 Undertake all duties in line with the University Health and Safety Policy
 Show a commitment to diversity, equal opportunities and anti-discriminatory
practices
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COMPETENCY SPECIFICATION
Specialist (IT) Band 5
To fulfil your role, you will need certain knowledge, skills and competencies. The following competency specification provides a
framework within which your performance will be assessed. The interview assessment may include, for example, testing on IT
skills.
COMPETENCIES
HOW IDENTIFIED
Mandatory requirements are assessed from the application documentation at the short listing stage and any candidate who fails
the requirement will not be taken forward to further assessment.
Knowledge and Experience
Can demonstrate a range of IT knowledge and has the ability to learn new concepts, ideas, procedures Application /Interview
and systems
Can demonstrate substantial knowledge and some experience with regards to:
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wired networks, including principles, support activities, hardware and network applications
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(Experience of wireless technologies would be advantageous)
and/or
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system administration within a Microsoft environment, including principles, hardware and
support activities
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(Experience of virtual technologies, Linux, or database administration would be advantageous)
Can understand and is familiar with departmental frameworks and working practice.
Qualified to HNC level or equivalent in a discipline appropriate to the post, or has relevant practical
experience.
Has an active approach in continuing professional development/undertaking training as appropriate for
personal and professional development
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Application /Interview
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Primary Competencies refer to qualities that are core requirements needed to perform the role and any candidate who fails the
requirement will not be taken forward to further assessment or interview.
Communication (Oral and Written)
Can demonstrate the ability to provide information in a suitable format so that the others’ needs are
Application /Interview
met and adjusts the level of content to help others understand.
Teamwork and Motivation
Can demonstrate the ability to work effectively as part of a team. Is willing to provide cover for
colleagues and acts in a supportive manner.
Application /Interview
Liaison and Networking
Can demonstrate the ability to work with others outside the immediate area to ensure that accurate
information is passed on promptly to the most appropriate people to improve working practices.
Application /Interview
Service Delivery
Has knowledge and understanding of services available to users of this and related areas of work and
ensures that the experience of each customer is positive and satisfactory.
Application /Interview
Planning and Organisation
Can demonstrate the ability to create realistic plans to achieve own deadlines and objectives. Monitors
progress of self and/or others and can prioritise tasks/activities effectively. Suggests ways of
improving working practices and use of resources.
Initiative and Problem Solving
Can demonstrate the ability to use initiative to recognise problems and offer solutions.
Analysis/Reporting
Can demonstrate the ability to use appropriate sources of data to answer questions, gather data
systematically and carry out basic analysis accurately and methodically.
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Application /Interview
Application /Interview
Application /Interview