ROLE DESCRIPTION
Post:
Systems Support Officer
Sector/Section:
Information Services
Grade and Salary Range:
Scale 5/6 SCP 22 – 28 - £20,965 - £25,399 pa
Full time/Pro-rata:
Full time
Fixed term/Permanent:
Permanent
Line Manager:
Business Support Director of IT Services
Hours of Work:
37 hours per week worked in accordance with service
requirements which include evening and weekend
attendance.
Purpose and Objectives of Role:
To support and maintain the use of computers and computer
networks including the IT infrastructure throughout the College in a
way which delivers quality cross college IT services efficiently and
flexibly.
Further Education is continually developing and the rate of change is
unlikely to slow down. You must therefore be flexible to take on
changing responsibilities.
Specific duties of the role:
1. To provide a high quality technical support service consisting of technical hardware and software
support to all users of the college networks and to be responsible for a variety of network
administration duties.
2. To support and maintain the college IT infrastructure and networks which include PC’s, Apple Macs,
Laptops and Peripherals.
3. To document IT procedures, systems and operations.
4. To perform hardware and software diagnostics on all networks including servers, computers and
laptops for safety and operational status and document findings.
5. To undertake IT maintenance programmes so as to minimise disruption to the curriculum and other
college activities.
6. To be responsible for front line repairs to IT equipment and software subject to any existing
maintenance contracts.
7. To configure/install and set up new IT equipment with relevant operating systems/software.
8. To check systems for viruses using appropriate software and take remedial action as required.
9. To maintaining the inventory for computer provision, repairs and services.
10. To check/install and document that only licensed software is installed on the college hardware.
11. To support and maintain the college telephony system
12. To be responsible for the operation and checking of the college’s centralised backup system, for all
critical servers on a daily basis and storing tapes and where necessary recovering data.
13. To provide support and including maintenance and contribution towards the development of the
College Network infrastructure and systems, including installation of cables and switches and
wireless access points.
14. To be responsible for the configuration/installation/operation of all college servers.
15. To be responsible for maintaining the College DNS, DHCP services including the internal external
sites address database.
16. To be responsible for the maintenance, development and security of college IT Network Active
Directory.
17. To be responsible for the maintenance, development and security of the e-mail system and
associated services.
18. To be responsible for maintaining the Off-Site access (VPN) to college systems to include home
visits as required to setup Wireless networks, fault finding, trouble shooting and advice to college
users.
19. Support for staff using Projectors and Interactive Boards – this to include:
 Helping staff link laptops to projectors/interactive boards.
 Help/support with projectors/interactive boards in classrooms.
 Help to diagnose and solve operational problems.
20. PAT testing for IT services during periods of peak delivery of PC’s and peripherals.
21. Overview Purchasing Scheme (OPS) - as required in emergencies to help support the OPS system
in the absence of the Senior System Support Officer.
22. To be responsible for the installation/configuration/operation of the on-line testing software used by
the college.
23. To support and maintain the college wireless network
ROLE RESPONSIBILITIES
Job evaluation
Reference (for
office use only)
Operations/ Decision Making
 To identify network problems and take relevant action.
 To log network problems and disseminate information gained throughout the team.
 To identify hardware and software faults and to take relevant action.
 To log all hardware/software faults and disseminate information gained throughout the
team.
 Observe and monitor compliance with the Data Protection Act 1998, the Computer
Misuse Act 1990, and the College security policy.
 To assist all staff in dealing with technical issues on computers across the College.
Resources
Responsibility for Equipment/Materials/Health &
Safety/Accommodation
 To assist in the maintenance of records for networks, hardware, software and
consumables over the sites.
 Maintain safe working practices in accordance with College Health and Safety Policies
and Procedures.
 To be responsible for promoting and safeguarding the welfare of all learners for whom
you have responsibility or with whom you come into contact.
Contacts and Relationships
a) Internal
 Work as a member of a team to provide an efficient service to staff and students in the
College, demonstrating a commitment to customer care at all times.
 Answer and deal with telephone enquiries in a professional manner.
b) External
 Deal with external companies/contracts when necessary.
 Ensure commitment to customer care at all times.
Information/Co-ordination
 Maintain confidentiality
 Ensure compliance with Data Protection Act 1998.
 Ensure compliance with Computer Misuse Act 1990.
Self and Professional Development
 Participate in Staff review and take opportunities for self-development.
Quality/Equality of Opportunity
 Meet quality standards set in the Service area.
Prepared by:
Faz Ahmed
Date: 16 July 2010
PERSON SPECIFICATION
Method of
Assessment
SYSTEMS SUPPORT OFFICER
QUALIFICATIONS
 MCSE, MCP or HND in Computing or equivalent qualification is essential.
 A good general standard of education including Maths and English Grade A*-C
(or equivalent) or Level 2 Literacy and Numeracy is essential
EXPERIENCE
 3 years Technical Support Experience is essential
 Operational experience of (PC and Apple Mac) networks is essential.
 Operational experience of PCs and Apple Macs is essential.
 Experience of supporting Windows XP/Vista/Windows 7, Windows Server
2003/2008, MS Exchange 2007 and Microsoft Office products is essential.
 Experience of supporting a wireless network is desirable.
 Experience of supporting an IP based telephony system is desirable.
 Experience of Active Directory, DNS, DHCP, TCP, IP, WINS. ADSL Broadband,
LANS, VPN and Cat5 cabling is essential.
 Experience of supporting a Centralised Backup System is highly desirable
 Experience of supporting electronic whiteboards and projectors is desirable
KNOWLEDGE/SKILLS/ABILITIES (Competencies)
 The ability to perform network diagnostics is essential.
 The ability to perform hardware and software diagnostics is essential.
 Knowledge of operating systems is essential.
 Knowledge of Anti-Virus/Spyware software and SSL Certificates is essential.
 Knowledge of current IT Developments is desirable.
 The ability to work both independently and as a member of a team
 Highly organised with ability to work to deadlines.
 Adaptable, resourceful and able to work on own initiative
 Ability to remain calm when working under pressure
 An understanding of ‘safeguarding’ and its importance within the College,
together with a commitment to creating a safe learning/working environment is
desirable
PERSONAL QUALITIES
 The ability to establish and maintain a collaborative professional working
relationship is essential.
 It is essential to possess organisational and communication skills.
 Flexibility and effective time management are essential requirements.
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