Server Support Specialist

Manage and support desktop and server resources for the whole range of PC users on campus, including high profile academic and administrative staff e.g. Heads of Schools, Senior Officers. The post holder will be expected to:

• Be fully conversant with all areas of desktop and server support including Windows desktop and networking operating systems, Microsoft applications and other best of breed packages.
• Prioritise the setup of new users, printers and more complex system administration to ensure access to all networked servers and systems whilst ensuring service continuity.
• Develop specialist knowledge for a specific area within the team, including in-house bespoke Business Systems applications e.g the Student records system client/server application (Banner), Payroll Systems (Alta-HR) and Alumni Packages (Raizers Edge) the scope for specialism is wide and covers, for example, fileserver responsibility and development of server application expertise.
• Troubleshoot problems, many of which may require in-depth knowledge, and develop, test and implement new approaches and services. This requires the post holder to have the technical experience to ensure continuous development and reliable operation of all services within their areas of responsibility, to assess problems and judge the appropriate solution.
• Monitoring the performance of desktop PC’s and server services to ensure reliability and smooth operations for all aspects of the work of the customer base as a whole.
• To support and manage central backup services to ensure the security and integrity of the information store. The post holder will be expected to have the requisite knowledge and experience to undertake daily monitoring on scheduled fileserver backups, to identify any failures and to initiate ‘ad-hoc’ backups of data.
• Determine priorities for one’s own workload to ensure continuity of service and to co-ordinate with other team members to ensure that these meet overall ITS priorities.
• Provide technical guidance and development to more junior team members.

Time spent: 20%

• The post holder requires excellent communication skills for this customer-facing role and will be required to ensure full consultation with customers and service providers at all stages.
• Be responsible for obtaining quotes, specifying and making recommendations for the purchase of computer equipment and software. To make recommendations on a Value for Money basis whether to repair, upgrade or replace hardware and software in line with overall strategy and standards.
• Responsible for clarification discussions with external companies and contractors, to ensure prompt and adequate service.
• Implementing disposal mechanisms for redundant hardware.
• Co-ordinating the support of the desktop and server support service on an ongoing basis, working closely with the central ITS Service Desk to ensure smooth resolution of support calls and ensuring that resolution details are recorded with the Service Desk for future reference.
• Providing 1 to 1 technical training and advice to PC users and junior team members, either verbally or via written documentation.

Time spent: 30%

• Be responsible for project activities within own area of expertise, in conjunction with the work of other team members and providing written documentation and training as required.
• To manage small project teams to meet service needs when required. To include managing other project team members to ensure that each part of the project is completed on time and does not adversely impact on the overall project plan
• Providing 1 to 1 training to users and junior team members as part of ongoing internal staff development.

Time spent: 30%

Support the management of the campus network in accordance with the University’s networking standards, policy and infrastructure, including the following specific tasks in consultation with the IT Services Network Team:

• Support and maintenance of network active equipment and cabling including troubleshooting of faults and application of fixes to ensure continuity of network services
• Recommend provision of additional network points and undertake IP registration of desktop and server equipment.

Time spent: 5%

The post holder will support and develop the following within the College, to include:

• Contribute to optimisation of the desktop experience for members of the college.
• Updating automated rules for new staff and ensuring that they are in correct security groups.
• Monitoring and optimisation of college storage needs.
• Liaison with local facilities team to ensure that new staff and IT moves are completed on schedule.

Time spent: 15%

• Undertake such other duties as may be required from time to time in furtherance of the work of IT Services.
• Time spent: ad hoc

Person Specification

Knowledge
An in depth up-to-date technical knowledge of all of the following is essential:

• Windows 7/Windows 10
• Windows Server 2008 R2/Windows Server 2012 and later
• Microsoft Office 20xx, MS Outlook (Exchange) Client
• An Active Directory, Exchange 20xx environment

An understanding of ITIL Service Delivery best practices, processes and procedures.

Specialised knowledge and support experience in several of the following areas would be an advantage:

Mac OS 10.x operating systems, VMware ESX, Microsoft SQL Server, Microsoft Sharepoint Services, IIS webservers, Active Directory, Altiris Deployment Solution, Citrix, Ethernet, TCP/IP, DHCP, Network switches and mobile devices (smartphones, tablets etc…)


Skills
Clear and concise communication skills

Strong understanding of customer requirements, in order to ensure developed solutions, meet customer needs.
The ability to work effectively as a member of a team towards quality service goals and deadlines.

Employs structured and methodical approach to problem solving, in order to anticipate issues within own area of responsibility.

Ability to prioritise needs to ensure continuity of service and schedule workloads in the face of conflicting demands.


Qualifications
Minimum of five GCSEs (grade C or above) essential, including Maths and English.
An MCP/MCSE or other industry recognized IT qualifications would be an advantage.
Full driving licence is preferable.


Experience
Significant experience (or equivalent) within a complex desktop and server support environment.

Extensive experience of troubleshooting desktop and server support issues, both routine and unique, from initial problem analysis through to implementation of solutions is essential.

 
Dimensions
List of significant factual quantities on which the job has an impact.

Use dimensions that best describe the requirements of the role, including the part of the University over which the role has direct accountability.

Typical dimensions include:

• Staffing Number, job titles and grades of roles supervised
• Financial Recurrent budget
• Monies that the role-holder should typically be generating
• Customer Number and type of internal and external customers
• Operational Range, number and type of activities and services provided
• Number of customers/people affected by the role-holder’s work
• Impact on the Budget Centre/School, College/Corporate Service, University

Customer
The role will be primarily focused on IT developments and support for the College/Section’s requirements, but where appropriate the role may provide cross University support and development to facilitate the delivery of services in the best interests of all parties.

Location
The support provided within the College/Section will span multiple sites, primarily several buildings within the main University campus but also including (but not exclusive to) a number of satellite sites (e.g. the QE Hospital, the Priestley Centre in the Lake District, Birmingham Dental Hospital, etc.). The role will be based on the main University campus, but will be expected to travel to other sites as required.

Financial Management
The role will not be directly responsible for budget management but will play an important role in providing accurate financial forecasts with respect to the scoping of new initiatives in terms of both capital and operational expenditure as appropriate.

Team
The role will not be directly responsible for the day-to-day line management of staff but may as part of project work need to lead activity, involving other team members with respect to the design, implementation, documentation and subsequent support of IT services; the role will also provide technical guidance for other team members in areas of specialist knowledge.