ICT Systems Administrator

Purpose of the job: The post-holder is responsible for providing an excellent level of 3rd line support to the CTICC IT Support Team, giving support to the whole of business in Front and Back-office functions. The role will have oversight of all ICT infrastructure. ICT Support – All ICT support and event services (Internet and email, firewall, Wi-Fi, mobile, network, printing, security and backup, digital signage, telephony, authentication, server, cyber security) Reporting to the: Head of ICT Key responsibilities will include but are not limited to: 1. To ensure ICT Systems Availability - Ensure all LAN and WAN services are operational and functioning correctly on all levels i.e. core – routing – firewall – switching/edge – wireless – internet service provider links - Events gateway/s functional and distributing bandwidth to events - Ensure all wireless services and infrastructure are operational and functioning correctly - Responsible for overall systems and infrastructure availability, security, and development of resilient infrastructure to mitigate service interruptions and failures - Provides administration and support, of both On- Premises and Cloud hosted environments, including Microsoft 365 Enterprise (Azure AD, Group Policies, Mobility), servers, switches, Wi-Fi, firewalls, routers, telephone servers/PABX, systems and infrastructure monitoring and reporting - Provides VMware virtualised environment administration and support - Responsible for resolving escalations identified through day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD), Microsoft Azure, M365 environments, system backups and disaster recovery - Monitors business critical processes and systems - Ensure all telephony services are operational and functioning correctly - Ensure the availability of support infrastructure for integrated systems - Ensure all planned and unplanned maintenance takes place - Monitor the network and systems availability, addressing any issues encountered to ensure service availability - Provide support as and when required to clients, staff and delegates - Diagnose and repair faults ensuring timely response and availability of services - Install or deploy solutions to difficult or complex faults encountered - Mentor staff and disseminate technical skills supporting the succession planning strategy - Administer the network and server applications and infrastructure - Provide end user support finding solutions to complex and or challenging faults or failures - Compilation and submission of reports as required - Ensure disaster recovery onsite and offsite replication is operational - Direct involvement in incidents or problems (irrespective of priority) that cause service impact and acts as escalation point for incidents not being resolved in a timely manner 2. Project Management - Project coordination/management - Compile specifications and requirements - Works with End-Users and Clients to develop solutions to meet service requirements - Engage in delivery of related projects - Ensures projects are given sufficient focus ensuring system availability - Project manages delivery of services to events as and when required - Works closely with the IT Service Desk and other Specialists to ensure a timely, robust and comprehensive service transition process - Research, design, plan, document and implement upgrades or changes to ICT infrastructure and services - Develop and lead the project programs for infrastructure improvement and at end-of-life replacement 3. Contract and Service Provider Management - Ensure quality of services being delivered by service providers - Ensure quotations received by service providers are in line with expectation and industry - Ensure service provider costs are within the planned budget for works required - Responsible for ensuring the oversight of contractors executing any works within the venue - Test works performed or services delivered by third parties to ensure systems availability - Oversee support contracts for other integrated systems required by the business 4. ICT Governance - Ensure compliance with ICT governance controls, providing specialist support where necessary - Participates in the disaster recovery testing process - Addresses technical faults pertaining to any systems which support the control framework for example, anti-virus, windows updates, backups, restores, change controls - Ensure that systems are adequately documented, and disaster recovery documentation is available - Provides ITIL Service disciplines, covering Incident, Problem and Change Management 5. Administration - Ensure an up-to-date network and system diagrams are available at all times - Responsible for the specification, installations, configurations, support and documentation of new and existing services, systems, servers and network infrastructure - Source quotations and comparative quotations - Place orders for services as required