Desired Skills and Experience
- Maximise integrity and functionality of IT infrastructure through appropriate strategic planning, design, operation, maintenance and monitoring of hardware, software and network systems.
- Manager technical operational staff during day to day administration of the network. Identify and deliver training to staff to bridge skills gaps.
- Ensure IT infrastructure is fully documented to audit changes and updates and to support disaster recovery arrangements.
- Plans, organizes, and manages technical support for one or more of products.
- Leads and participates in working with other departments to provide proactive, responsive, and timely solutions to customer and product issues.
- Leads and participates in the management of customers and customer case escalations.
- Participates as a proactive member of the management team by setting high standards throughout the Technical Support department and contributes to the company as follows:
- Meets or exceeds short and long term global operating results.
- Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost effective results.
- Takes strategic risks toward achieving operational excellence.
- Maintains high standards of excellence and strong work ethics.
- Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.
- Stays current with technological developments in systems administration technology and make recommendations to the Infrastructure Manager on most appropriate IT solutions to meet current and future McArthurGlen business requirements.
- Develop policies and procedures for the effective, efficient, legal and safe use of IT assets at McArthurGlen (especially email usage, security etc.)
- Ensure appropriate cover is maintained across the Technical Support areas at all times
- Manage suppliers to ensure they are delivering quality services in line with agreed SLAs, and extract maximum value from these relationships.
- Provide technical expertise in resolving problems and implementing changes to the IT infrastructure (this may result in occasional work out-of-hours or at weekends). Update Service Desk records accordingly, and help identify trends and issues which require special action.
- Provide specialist support to company Partners and Directors to assist in problem resolution.
- Manage projects as required to install new IT equipment and software at McArthurGlen sites, using appropriate internal and external resources, and effective and efficient tools and techniques, and maintaining up-to-date documentation describing the IT infrastructure at all locations.
- Ensure license compliance and usage is maintained including the annual Microsoft audit.
- Provide monthly/quarterly reports as required to include, but not exhaustive to infrastructure usage, growth, capacity planning.
- Work with Infrastructure manager to ensure change control is adhered to and provide assistance for testing approved changes.
- Educated to a minimum level of GCSE or equivalent, including Mathematics
- MCSE
- Proven experience of PC, server and network administration and support, using structured, formal processes and procedures
- Exposure to an international environment is desirable
- Awareness of current technical options for server, print, network, desktop, laptop, mobile computing equipment configuration and connectivity
- Advanced functional knowledge of operating systems, applications, utilities
- Installation, configuration, ongoing management and administration of IT equipment
- Demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives.
- An in depth understanding of the basic principles behind technical support processes and procedures.
- Extensive experience and high-level responsibility for security and data protection within a multi-site network
- Small scale Project Management and implementation experience covering any of the above areas
- Microsoft cloud technology infrastructure design and support: Azure, Office365 (email, Sharepoint, MS Office) and Dynamics
- Requires excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications.
- Ability to understand complex issues and explain them to both technical and non-technical staff
- Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction.
- Must excel in collaborative team environment.
- Supplier Management