Objectives
- Provide support for maintenance, support and development of secure, reliable, and efficient network, security and voice infrastructure that provides platform for Borwood services.
- Provide operational support for Borwood customers, resolving incidents, managing service requests and actively monitoring infrastructure services (ticket management).
1. Key Responsibilities:
Infrastructure Support
- Using appropriate tools, resources, and processes to troubleshoot and manage IT problems and incidents
- Work with customers and Borwood staff for problem resolution
- Engage with vendors as necessary to resolve network, security, system and voice faults and performance issues
- Participate in 7-day support schedules and shift rotas.
- Be a single point of contact (SPOC) for incident and service request resolution.
- Build relationships with all Borwood stakeholders internal and external
Infrastructure Engineering
- Perform maintenance and system upgrades for company network, security, systems and voice infrastructure.
- Configuration of network, security and voice equipment and systems
- Work within established configuration and change management policies to ensure success of network changes.
- Assist in the installation of equipment, and provisioning of new services, as required.
- Participate in departmental meetings, training sessions and company activities as required.
- Use appropriate configurations, tools and follow relevant procedures to assure the security of the network.
- Work closely with broader team to provide support for core and customer engineering projects.
- Proactively highlight and escalate any observed vulnerabilities within Borwood infrastructure.
On-going Reporting and Monitoring
- Assist in monitoring key performance metrics and indicators for IT infrastructure to ensure service availability.
- Assist in the monitoring of infrastructure resource utilisation, trending, and capacity planning.
- Provide reporting on technical services as required by the business.
- As required, create and update documentation for all relevant procedures, solutions and architectures
Knowledge Management
- As required, document agreed procedures and designs.
- Provide technical expertise as required to assist in business development and opportunities.
Other
- Support and participate in other areas of the business as and when required.
- Assist with the implementation and handover of services to customers, which may include travel for site visits, etc.
- Adhere to Borwood’s policies and procedures
- Be willing to carry out or assist with such tasks as may be required in order to achieve deliverables, or as reasonably requested by a member of Borwood
- Regularly familiarise yourself with Borwood’s portfolio of products and services, customers, suppliers and internal procedures
- Be a professional and courteous representative for Borwood at all times
2. Necessary Experience and/or Qualification
- 2+ years of hands-on experience in an IT environment
- Knowledge and experience of physical network, systems, security or voice infrastructure
- Understanding of basic networking concepts
- Experience in a customer-facing role, providing support for IT services
- Technical knowledge and experience working with Cisco network platforms
- Knowledge and experience of physical network infrastructure
- Knowledge / experience of voice configurations an advantage
- Knowledge / experience of firewall configurations an advantage
- Knowledge / experience of Linux systems administration an advantage
- Relevant certification a plus
3. Personal Skills/Competencies Required
- Trustworthy
- Ability to communicate in an understandable, polite and friendly manner, both written and verbal
- Self-motivated and able to work under the guidance of other network engineers
- Contribution to continuous improvement and innovation
- Adopting a thorough and organised approach to work
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