IT Technical Support Engineer

Town and Country Housing; England; Hybrid; GBP 35,000 - 55,000; Full time

Job description

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Role Summary

• To lead the technical delivery of IT infrastructure-related projects and provide 3rd line technical support within the IT team.
• To inspire colleagues and drive change and innovation through technology. Define and develop solutions based on complex requirements.

Role Specific Responsibilities

• Manage the network infrastructure, installation, upgrades, maintenance, security, enhancement and monitoring, and fine-tuning of network applications and server performance through the use of industry-standard tools.
• Ensure the multi-site infrastructure is developed to support the delivery of time-critical business systems to a large user customer base.
• Lead by example to consistently deliver high levels of customer service and best practice standards, with a positive and customer-focused attitude.
• Citrix VMWare / vSphere support, installation, management and maintenance.
• Maintain and develop Microsoft systems such as Office 365, SharePoint, Exchange, AD, AAD and associated services such as Group Policy, Logon Scripts, DNS and DHCP etc.
• Administer and support the Internet and email filtering systems.
• Manage server builds, upgrades installation, maintenance, administration and repair.
• Co-ordinate the systems and infrastructure projects to ensure standards are met and objectives are realised.
• Contribute to the IT service desk by providing third-line support, responding to escalated customer issues within the parameters of the published SLA and recording the details of all inbound and outbound customer interaction.
• Work closely with suppliers, technology partners, colleagues, senior management and internal customers to resolve complex issues quickly and to a high standard.
• Take an active role in the technological development of all colleagues, including training, mentoring, and coaching junior members of the IT department, end users, and stakeholders within the Group.
• Liaise with key stakeholders (e.g. heads of department and directors) to maximise the effectiveness and efficiency of the IT systems and infrastructure across the organisation.
• Undertake integration testing for new systems and changes to the existing environment.
• Ensure appropriate disaster recovery is implemented and tested, and documentation is maintained.
• Establish and maintain hardware and software standards.
• Responsibility for the IT Security & Access on all IT systems.
• Manage annual maintenance and licensing for hardware & software.
• Create and maintain procedures and configuration documentation.
• Be a proactive team member by identifying opportunities for innovation, and providing support and cover where necessary throughout the IT department.

General

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the Group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
• This role will involve visiting other offices and stock, and you will be required to have your own car and full driving licence.

Education & Qualifications

• Microsoft Certified: Azure Fundamentals (AZ-900).
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102).
• Microsoft Certified: Azure Administrator Associate (AZ-104).
• Microsoft Certified: Security Operations Analyst Associate (SC-200).
• Cisco Certified Network Associate (CCNA) or equivalent industry experience.

Key Skills & Competencies

• Knowledge of MS Teams Voice.
• Strong wireless networking knowledge (Meraki preferred).
• Knowledge of hardware and SAN storage devices. Good knowledge of Cloud Service Models (IaaS, SaaS, PaaS).
• Knowledge of security/authentication platforms.
• Website administration/IIS knowledge.
• Experience in implementing Microsoft-based platforms, including SharePoint, MS Teams and Exchange.
• Extensive experience of AD, AAD and Group policy.
• Demonstrable experience of Windows Server configuration, troubleshooting and migrations.
• Extensive experience in Networking services (DHCP, DNS, SNMP).
• Current experience of third line IT support role. Extensive experience of leading the technical side of IT project implementations.
• Experience of managing virtual server platforms (Citrix, vSphere or VMWare).
• Demonstrable experience of Microsoft Office 365 infrastructure administration and support.
• Demonstrable experience of Backup, DR and High Availability tools, planning and implementation.
• Experience of Print management solutions (e.g. Papercut).
• Demonstrable experience of Management and troubleshooting of wired networks, including VLAN management (Cisco).
• Firewall/Content Filtering configuration and troubleshooting experience.
• Demonstrable experience in migration of on-premises services to Microsoft Office 365/Azure.

Behaviours

• Very strong interest in IT with the ability to demonstrate a high level of innovation and resourcefulness.
• A pro-active, enthusiastic, positive and flexible attitude to work, demonstrating drive and desire. Confident and resilient with a growth mindset.
• Proactively manage relationships with colleagues and customers in a positive and motivational way.
• Able to process and understand complex information and concepts and present them in a clear way.
• Highly attentive to detail, with careful consideration of the impact of technical changes on systems.
• Ability to translate organisational direction into specific job expectations.
• Excellent communication skills, with demonstrable evidence of providing timely, concise, audience-appropriate information.

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions.
• Hybrid working.
• Free onsite car parking.
• Life assurance of 4x annual salary (Terms and Conditions apply).
• 30 days annual leave in addition to bank holidays.
• Two volunteer days per year.
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions).
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses.
• Extensive annual Staff Wellbeing programme.
• Enhanced maternity, paternity, and shared parental leave provision.
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.).
• Annual flu vaccinations.
• Access to an extensive range of corporate discounts on shopping, travel & days out.
• Social events, including lunchtime walking, rounders, festive Fridays.
• Travel loan.