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To provide a comprehensive 3 rd Line IT Support service, ensuring that
SLAs are met and knowledge and skills are effectively shared. To implement, manage and maintain technical infrastructure including networking, servers, storage, IT security, PCs and peripherals, and telephony.
Free Job description IT Security Engineer
Service Desk/Support operations
-Responsible for delivery of 3 rd line IT Support services to all staff. In this capacity the post holder will be responsible for undertaking established and
routine activities associated with Support operations.
-Logging, ownership and management of IT incidents allocated and /or reported by staff. The post holder will be expected to own and manage the incident through the full incident lifecycle through to closure.
- to provide 3 rd Line support for al areas of the infrastructure including installation, maintenance and support of Servers, Networking (both wired and wireless), Storage, Telephony, PCs, Laptops and all associated peripherals e.g. printers and scanners, operating systems and all associated applications.
-to manage the escalation process of any incidents they are unable to resolve.
- Communicate and update staff on an on-going basis with regards the status of their logged incidents, problems or changes.
-Use knowledge and judgement to diagnose issues and problems as they are reported into the Service Desk and resolve these issues as quickly and efficiently as possible. Some of the reported issues and problems can be complex and may have a number of possible solutions with potentially different outcomes. The post holder will be expected to analyse these alternatives with a view to implementing the optimum solution for the user.
-Works with and analyses complex and sensitive data within IT systems and will be able to communicate to members of staff and suppliers regarding this information and provide advice where necessary,
-To manage the deployment of new PCs/laptops in-line with established departmental procedures ensuring full migration of all appropriate user settings and data.
-To manage the disposal of old/damaged/faulty equipment in-line with departmental, guidelines, including secure data disposal.
-Maintenance of the IT asset database, ensuring accurate asset records are kept for both new and disposed IT equipment and management of existing stock items.
-to manage, monitor and support multiple technologies across the entire infrastructure portfolio including, including Server hardware and software. This may include specification, design, procurement, installation, build, testing, support and monitoring of all existing and any new server hardware and software.
-Storage Area Networks (SANs). This may include specification, design,
procurement, installation, build, testing, support and monitoring of all existing and any new storage related technologies.
- Applications. This may include specification, design, procurement, installation, build, testing and monitoring of all existing and any new application infrastructure.
-Wired and wireless networks. This may include specification, design, procurement, installation, build, testing, support and monitoring of all existing and any new LAN/WAN/WLAN/VPN infrastructure
-Analogue, IP and mobile telephony. This may include specification, design,
procurement, installation, build, testing, support and monitoring of all existing and any new any telephony devices and/or services.
- Security devices (such as firewalls). This may include specification, design,
procurement, installation, build, testing, support and monitoring of all existing and any new security devices.
- to ensure that security best practices are adhered to at all times, including: ensuring anti-virus protection software is
deployed to all systems and is up-to-date; relevant Windows Updates are approved and deployed to all systems and Internet settings are maintained/enforced on all systems; Internet access is logged and monitored accordingly. Escalations of violations must take place where necessary.
-ensuring maximum availability of IT systems by proactively monitoring technical infrastructure and taking remedial action with assistance from 3rd parties where necessary.
-ensuring that ALL data is adequately secured, protected and backed up at all times.
-responsible for carrying out root cause analysis for resolved incidents, problems and changes and will provide documentation to support these analyses.
-to implement changes and upgrades to infrastructure when and where required.
-to contribute to disaster recovery and business continuity planning and processes and may from time to time be required to test these policies.
-to liaise with internal finance and purchasing teams as well as external suppliers to identify cost savings across all infrastructure areas and services.
Project & Development Support
-to undertake the full project lifecycle of discovery, development, testing, delivery and handover to relevant teams
- consider potential innovative developments and prepare briefing papers
as necessary for consideration by management including solutions, options, costs and benefits/drawbacks
-to support a wide range of applications including email infrastructure, Virtual Server estate, database services, telephony services, backup software,
IT security-related applications, an Office suite and our internally developed applications.
-to provide high level support in all areas of hardware which may include, but not be limited to, servers, networking, storage, telephony (including
analogue, IP and mobile devices), firewalls, desktop PCs, printers, laptops, mobile devices, other peripherals etc.
The post holder will assist with the following activities:
-The creation and on-going maintenance of schematic/configuration documentation of all systems and infrastructure maintained by the IT Department. The post holder will also be required to liaise with 3rd parties to ensure appropriate documentation is received for hosted/managed systems.
-The creation and on-going maintenance of knowledge databases used within the
-The creation and on-going maintenance of self-help documentation to be used by
and accessible to all staff.
-The maintenance of standard Service Desk request forms and documentation to be
used by and accessible to all staff.
Qualifications and knowledge
-IT Related NVQ Level 3 or A Levels(or equivalent qualification/relevant experience)
-Degree or equivalent qualification/relevant experience
-Hands on expertise in a broad range of systems acquired through in-depth experience or theory based learning
-Up to date IT technical qualifications e.g. MCSA, MCSE, MCITP, CCNA (or equivalent qualification/relevant experience
-Evidence of continual personal development and specialist knowledge
-IT Service Management qualification e.g. ITIL Foundation (or equivalent qualification / relevant experience)
-Project Management qualification e.g. Prince 2 Foundation
-OSCP (Offensive Security Certified Professional)
-CISSP (Cybersecurity Certification)
-Significant experience working in a complex IT environment.
-Advanced understanding of current IT standards, capabilities and developments in desktop, network, server, storage, telephony, security and applications technology.
-Advanced working knowledge and experience of installing and troubleshooting applications and operating systems in a Microsoft focused environment.
-Advanced working knowledge of server hardware and software including Active Directory, Group Policy, Exchange and Hyper-V
-Advanced understanding of Server and network security fundamentals
-Advanced understanding of IP, Analogue and Mobile telephony technologies
-Advanced understanding of Storage Area Network (SAN) technologies
-Advanced understanding of LAN/WAN/WLAN/VPN technologies
-Working knowledge of the Microsoft System Centre suite of applications
-Advanced knowledge of backup technologies and strategies
-Advanced knowledge of PC imaging technologies
-Advanced knowledge of patching, anti-virus and encryption software
-Experience of working in a project team
-Previous experience working in a 3rd Line support role
-Understanding of ITIL
-Previous experience of using Service Desk Management Tools
-Experience g Microsoft administrative tools
-Experience working with IT security applications