Job Description: Infrastructure & Support Technician
About Occam
Occam is a business that helps its clients communicate with their customers more profitably. We achieve this
by integrating and managing customer data on their behalf. Typically this involves the construction of a single
customer view, the implementation of a hosted database and the integration of a software application to
access the data and manage campaigns. On top of this we also provide a range of professional services from
Architect to analysis and project management.
We have been in business since 1993 and are considered to be one of the ‘leading’ Marketing Service
Providers in the UK, as rated by the independent research conducted by Forrester®.
Following acquisition in June 2010 Occam is now a wholly owned subsidiary of St Ives plc; the UK’s largest
printing services company. With 3,000 people in 20 sites across the UK, servicing over 3,000 clients and
revenues of almost £400m, St Ives bring new capability, more resource and greater support to an already
outstanding business.
It is our stated aim to make Occam the undisputed market leader by 2016. We will achieve this through a
mixture of organic growth and acquisition; however we need exceptional people demonstrating the right
behaviours on a daily basis. This job description sets out how you can make your own contribution to the next
stage in our company’s growth.
Purpose of the Role
To deliver the IT Services provided by Occam to its internal and external customers and continuously drive
improvements to processes, performance and uptime.
Main responsibilities
General
 Delivering multiple work streams in line with Occam processes and procedures to tight deadlines
whilst at all times remaining calm under pressure, with a high quality output and the ability to multi
task.
 Prioritise own day-to-day workload and escalate issues appropriately (i.e. a self-starter).
 Proactive monitoring, error logging, fault tracking and problem management to ensure optimum
infrastructure performance.
 Carrying out periodic system checks (daily, weekly, monthly etc.)
 Upgrades, installs and patching – responding with an appropriate sense of urgency when equipment is
faulty.
 Effective knowledge sharing through excellent documentation, training and one to one interactions
with other teams.
 Adhere to, maintain and contribution to continual improvement of Occam processes and procedures
as applicable to the role.
15/02/2016 Infrastructure & Support Technician JD Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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Team player demonstrating a flexible but structured and logical approach to all tasks with a “can do”
attitude.
Excellent communication and customer service skills.
Participation in the on-call rota with excellent time keeping
Support
 Provide 3rd line support to users & clients (including with external suppliers/partners to provide
support as appropriate).
 Supply training in the use of new hardware/software
 Desktop support
 Mobile device support
Backups
 Daily backups of infrastructure servers (to include monitoring / troubleshooting as appropriate)
Virus Control
 Ensure all anti virus software is installed, up to date and operational on all networked computers
Assuring levels of quality and efficiency across the network
 Continual improvement
 Capacity Management/ Monitoring
 Management of error logs and identified anomalies/ faults
Network Development
 Plan and install system upgrades in line with business priorities
 Manage testing of new hardware and software
Security
 Awareness as a mind-set
 Monitoring for security breeches
 Maintain a consistent level of security across the entire network
 Controlling access to data as appropriate
Documentation
 At all times keep up to date records detailing:
o System architecture
o Faults and errors
o Inventory (hardware and software)
o Procedures
15/02/2016 Infrastructure & Support Technician JD Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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Skills & Experience
Essential
 Team player – able to identify and act upon improvement opportunities through to effective
completion
 Pro-active in approach to all tasks, issues and situations
 Excellent customer service with stakeholder management skills
 Commercially aware
 Security
o Experience of working in an ISO27001 and PCI compliant environment
o Endpoint protection management and configuration
o Security Hotfix/ Patch Management processes (i.e. Microsoft WSUS etc.)
o General security principles and best practices
 Microsoft
o Windows Server clustering technologies
o Operating system imaging
o Active Directory design/ deployment/ management
o Group Policy design/ deployment
o Exchange Administration/ Management
 Network
o Thorough understanding of DNS & TCP/IP and Cisco command sets
o Firewall configuration & management
o Fibre channel switch configuration
o Load balancing
 DR / BCP
o Disaster recovery solutions & business continuity planning
o Backup/ Recovery to include bare metal restores.
 Hardware commissioning, testing & troubleshooting
o VMWare vSphere 5 install, configuration, management and optimisation
o SAN configuration, management and optimisation
 Server room maintenance/ best practices (to include cable routing / management)
Desirable
 Cisco Certified Network Associate (CCNA)
 Cisco Certified Network Professional (CCNP)
 Cisco Certified Security Professional (CCSP)
 Microsoft Certified Solutions Expert (MCSE) or equivalent
 Experience of working within an ITIL environment/
 Project Management experience/ formal qualification (i.e. Prince 2, PMI PMP etc.)
 SC clearance
 Microsoft IIS
 Microsoft SQL 2008/2012
 Dell App Assure
 Veam
 VCP
 AWS/Rackspace cloud
15/02/2016 Infrastructure & Support Technician JD Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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Client facing
Linux
Special Features
Offset shift rota 7.5 hrs between 8am - 5:30pm. Required to participate in on-call rota.
Occasional UK travel to other group offices and hosting locations
Out of hours working as required
Competencies
Occam has created a competency matrix based on key areas that are important to our business. Each role has
a base score and our managers use this to develop and train our employees. Details on the competencies and
score for this role will be discussed at interview.
For further information about the role please contact
Emma Hogan
Business Manager
Email: recruitment@occam-dm.com
Telephone: 01761 233833
Web: www.occam-dm.com
15/02/2016 Infrastructure & Support Technician JD Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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