IT Support Engineer

Job activities

 

The role consists of two (2) components as follows:-

 

1. KSS Application Software Installation and Support at client sites – assisting customers with the installation and maintenance of KSS software applications, and first line support for systems-related technical support.

 

2. With a minimum of 3 years experience in a similar role, assisting the IT Administrator in supporting the KSS internal network infrastructure, together with all its related IT services, as well as the technical IT and application support of all internal KSS users.

 

Duties will include technical & application support for internal users, server administration, network configuration and administration, as well as general hardware and software support.

 

You must be confident and have excellent communication skills, with the ability to work on your own as well as part of a multi-disciplinary team, reporting directly to the VP Professional Services and working under the direction of the IT Administrator.

 

 

To whom the role reports.

 

q       VP Professional Services



Qualifications

Any of the following qualifications would be advantageous

q       Microsoft Windows NT, 2000 or 2003 MCP, MCSA or MCSE

q       Microsoft Exchange Server 5.5, 7 or 2000 MCP

q       Microsoft SQL Server MCP or MCDBA

q       Cisco CCNA or CCNP

q       Compaq Proliant server ACT or APS qualification

 

 

Skills/abilities desired.

The following skills are considered a pre-requisite:-

 

q       Experience of Windows NT/2000/XP/Vista desktop environments, including installation, support and troubleshooting

q       Experience of MS Office 97/2000/XP/2003 installation, support and troubleshooting

q       User account management in Active Directory- creating accounts, resetting passwords, managing group membership, managing Operating Unit membership

q       Mailbox management in Exchange Server 2007, and a basic understanding of message flow and SMTP (i.e. to ascertain whether email delivery failure is the fault of the KSS mail infrastructure or the intended recipients)

q       Basic PC hardware/software maintenance- resolving a “blue screen� issue, installing Office 2007

q       Basic client/server connectivity- mapping drives, mapping a printer, use of IPCONFIG

q       Basic server awareness- how to clear a stuck print queue

q       Basic network awareness- patch a new PC or IP phone to the network

 

 

The following skills will be considered an advantage:-

 

q       Familiarity with Windows NT/2000/2003 server and networking, including TCP/IP, DNS, IIS and the Registry preferably to a certified level

q       Familiarity with MS SQL Server 2000, 2005, Query Analyser and SQL Query Language

q       Familiarity of Cisco IOS, Routing, Switching and Firewall technologies preferably to a certified level

q       Familiarity with Antivirus techniques and best practices

q       Advanced Troubleshooting in a network server environment

q       Network design, installation, upgrade and integration into existing infrastructure with an understanding of the impact of such changes.

q       Troubleshooting Internet Explorer client connectivity and security issues in a multi-server IIS Application environment

q       Experience of Microsoft Exchange Server 7 and 2000/2003 administration and troubleshooting

q       Experience of PC Hardware maintenance and PC Hardware configuration is desirable.

q       Knowledge of VPN technology

q       Knowledge of Voice-over-IP (VOIP) technology

q       CommunicationThis is, primarily, a client facing role and therefore requires a clear, concise and confident communicator, with an ability to adapt the content of communications to suit the recipient audience. Patience and ease with less IT qualified customers and colleagues is considered a distinct advantage. Must be confident and experienced in dealing with customers, suppliers and 3rd parties.

 

q       Team Member SkillsMust be able to work in partnership with other departments to understand business requirements and how they might be accommodated within the constraints of the company’s IT infrastructure. Must also be able to work collaboratively with colleagues from other departments, where necessary, to ensure the company’s IT infrastructure functions correctly and any problems are eliminated quickly and effectively.

 

q       Initiative. Must be able to take the initiative to work unsupervised once trained, reporting key facts to the IT Administrator or VP Professional Services as necessary.

 

 

 Appraisal

 

The appraisal is held annually with the VP Professional Services