What is the role of a server support engineer?

Answer 1

To ensure that the network infrastructure required to support the business needs of the Company is operationally efficient and demonstrates 'best value'.

To assist in the support of the Company's servers and related backend systems, voice and data communications, application software and the provision of third line support of desktop systems.

MAIN RESPONSIBILITY

Ensures that all allocated tasks and procedures are carried out effectively and efficiently to current documented standards and agreed levels of service.

Ensures that requests for support are responded to in a timely manner and according to agreed standards and procedures. Ensures users and other relevant parties are kept informed of progress and that advice is sought where needed to avoid or minimize delays.

Analyses incidents, problems and systems information to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and clearance.

Provides verbal and written technical reports to specialists on aspects of system status, functionality, incidents and availability and where needed provides non technical reports, both written and verbal to users and managers.

Assist in the production of required documentation for the supported systems and applications.

Works with other team members to ensure procedures and working practices are efficient and effective for running of all tasks associated with operating and controlling the installed hardware and software.

Works with system architects, designers and contractors to support the implementation of major configuration changes and upgrades.

Conducts investigations on system performance and makes proposals for improvement.

Uses the available tools to maintain awareness the current state of hardware and software. Identifies operational exceptions and error conditions and ensures that all relevant parties are kept informed using appropriate methods.

Other associated projects may be required as determined by the IT Operations Manager, within the overall scope of the post.

The post holder will need to provide a comprehensive and reliable Server/network service to the Company. Failure to deliver this service could result in Company services being seriously jeopardized. For example;

i) Loss of network drives where staff save their work to servers

ii) No access to the external business world e.g. external email and loss of internet facility.

(iii) Inability to access internal 'in-house' systems -

The post holder will have an active part to play in assisting with the promotion of the services of the IT Department and developing and maintaining the confidence of departments in the ability of IT Operations Team to provide the required level and standard of service.

KNOWLEDGE,SKILL & ABLITIES

Experience of Server Installations and OS builds.

LAN & WAN administration, including switch and router configuration and administration.

Understanding of the concepts and applicability of bridging, routing, virtual networks, network addressing régimes, subnet masking.

Understanding and ability to use TCP/IP and associated protocols and tools (DNS, DHCP, PING etc).

Administration and Management of Citrix (particularly PS4)

An understanding and practice of general management concepts, customer care, and project management.

Specific Skills

Able to communicate effectively verbally and in writing with staff from all professions at all levels within the organisation.

Ability to translate technical issues in a clear and understandable way

Excellent customer care skills

Excellent organisational and time management skills with ability to prioritise and work to deadlines

Able to work independently and as part of a team