Technical Support Officer JD 1 by DMHO32tk


									Role:                           Technical Support Officer

Salary Grade:                   £27,612 - £33748

Responsible To:                 Technical Support Manager

Responsible For:                n/a

Location:                       Liverpool

Purpose of the Role

The Technical Support Officer will support the Head of ICT by providing high-level system /
technical support including problem diagnosis and resolution of faults.

Specific Responsibilities & Accountabilities
1.   To provide high quality ICT services to managers, staff and other customers within a culture of
     openness, participation and performance.
2.   To provide 1st and 2nd line technical support to all LMH staff, customers, partners and
3.   To carry out the planning, testing and implementation of infrastructure upgrades / fixes.
4.   To carry out system administration tasks on all infrastructure systems and networked systems.
5.   To continually improve company ICT solutions and customer satisfaction. Keeping up to date
     with current technology and attending user group meetings.
6.   To ensure operational procedures are in place, maintained and followed as approved by the
     Technical Support Manager.
7.   To ensure the provision of a customer focused service and the identification of any related
     training needs, development of appropriate documentation and delivery of training courses.
8.   To take a proactive approach to ensure the needs of the business and users are being met via
     user groups etc.
9.   To assist in the evaluation, test & installation of system/application/database software and
     hardware provided by suppliers
10. To support the implementation of new projects of work into LMH
11. To contribute to the compliance with all ICT policy statements and procedural manuals with
    special reference to data protection, system security, backup procedures and disaster
12. To contribute to the associations data security services, ensuring systems and data remain
    secure and to company policy.
13. To contribute to the compliance with health and safety legislation in relation to IT throughout
14. All duties must be carried out in accordance with LMH’s equality and diversity strategy,
     policies and procedures
15. To ensure a positive profile for LMH through effective business relationships with partners and
16. To ensure a positive profile for LMH through effective business relationships with partners and
17. To carry out such other duties and responsibilities as are consistent with the role.

Corporate Responsibilities
1.   Have knowledge of LMH’s vision and promote the values of the organisation at all times.
2.   To maintain a comprehensive knowledge of LMH departments, services, policies and
     procedures in relation to the role & be responsible for maintaining effective working
     relationships with internal services, external agencies and organisations.
3.   Comply at all times with all LMH policies and relevant legislation including Data Protection,
     Equality & Diversity, Health & Safety and financial regulations.
4.   To understand the key business priorities and performance indicators throughout LMH.
5.   Risk management is every member of staff’s responsibility and everyone has a role in carrying
     out appropriate Risk Management by adhering to the LMH Risk Framework and contributing to
     risk identification, assessment and control exercises.
6.   Support the delivery of value for money services, providing cost-effective, efficient, quality
     services to meet existing and potential customers’ needs.
7.   To have an understanding of equality and diversity, to enable the promotion of positive
     practices in all LMH activities.

Continuous Improvement
1.   Contribute to the development of the Service business planning process to ensure the vision
     and outcomes of LMH are delivered effectively.

Signature of post holder:                                        Date:
Signature of manager:   Date:
Role:                           Technical Support Officer

Salary Grade:                   £27,612 - £33,748

Responsible To:                 Technical Support Manager

Responsible For:                n/a

Location:                       Liverpool

                                                                                       Method of
                                                            Essential   Desirable     Assessment
                                                                                    (see list below)

Education and Qualifications
Appropriate ICT qualification or equivalent                                            AF/ CQ
Evidence of continuing professional development                                        AF/ CQ
Experience, Skills & Knowledge
Demonstrate a commitment to company aims and
                                                                                        AF/ I
objectives, policies and procedures.
Operate as a key member of the ICT                 team,
                                                                                        AF/ I
understanding individual tasks, priorities and set goals.
Experience of providing 1stand 2nd line technical
                                                                                        AF/I
support to all users
Excellent customer care skills and build good
relationships with internal and external customers.                                     AF/ I

Demonstrate experience of writing and delivering
training courses, based on identified training needs as                                 AF/ I
well as one to one coaching.
Demonstrate an ability to project manage,
understanding the importance of individual/team tasks                                   AF/ I
to meet an overall objective.
Have experience of all or some of the following:

       Windows 2008 Active Directory
                                                                                        AF/ I
       Citrix Access Gateway Xenapp 6.5
       Exchange 2010
       VOIP Telephone System
      Microsoft Office Professional 2007
      Configuration Management - SCCM
      Operations Management SCOM
      System and data security
      ITIL Service Delivery

Good oral and written communication skills, being able
to communicate well with all levels within the
                                                               AF/ I

Demonstrate experience of creating ICT procedures
                                                               AF/ I
and training manuals – preferably quality orientated.
Have knowledge of ICT security and auditing
requirements. Also demonstrate responsibility when             AF/ I
dealing with confidential or sensitive data.
Hold a clean driving license and willing to drive
                                                               AF/ I
between sites.
Be committed to the principles of equal opportunities,
not discriminating on the grounds of gender, race,
sexual orientation, disability, age, religion and belief;
                                                               AF/ I
and upholding and actively promoting the Group’s
equality and diversity policies and procedures in all
areas of work.
Able to anticipate and respond to changing customer
needs through consultation and by acquiring                      I
Able to proactively communicate by considering
appropriate style for situation, actively listening and          I
building report.
Has ability to apply knowledge to practical decision
making within own area of work in order to contribute            I
to cost efficiencies business needs
Able to consult with colleagues, encourage team co-
operation and make positive contributions to team                I
Able to contribute to developing new concepts and
                                                                 I
approaches within own service area

AF – Application Form
I – Interview (may include presentation or occupational test where appropriate)
CQ – Certificate of Qualification
R – References

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