System Support Engineer

Information

At CrossReach we’re a charitable organisation that puts people at the heart of everything we do.  From caring for older people, children and families and the homeless to supporting those with learning disabilities, we’ve been delivering innovative social care for 150 years.  And as one of Scotland’s largest social care providers, we have 65 services and 1,800 employees across the country.

 

We are looking for an exceptional Systems and Support Engineer to work within a small IT Team.  You will be part of a alongside the IT Manager you will be part of a growing Technology Team responsible for all aspects of technology within the company. We are in a period of rapid growth and need the skills of an experienced, outgoing, and positive Systems and Support Engineer, with previous AWS experience as well as a broad range of other technical skills, in order to help build, maintain, and run all areas of Technology.  Experience with M365 migration would be required for this role as CrossReach is in a period of transition from on-premise to Cloud.

The successful applicant will be a dynamic team player with a positive approach when dealing with our customers.   

As a member of our Corporate Services team you’ll be helping some of the most vulnerable people in our society live safer, fuller and happier lives.  Our values driven culture means we are accepting, respectful and compassionate to both our service users and employees.  So, join us and you’ll be part of a professional environment with a range of development opportunities and a generous benefits package.  It’s a career that will enhance both your life and the lives of vulnerable people across Scotland.

We are looking for a dynamic team player with a positive approach when dealing with our customers.  You will be part of small, dedicated IT Team responsible for all aspects of technology within CrossReach.   Experience with M365 migration would be required for this role as CrossReach is in a period of transition from on-premise to Cloud. 

If you would like to talk to someone about the types of opportunities we have, or have any other questions, please contact recruitment.team@crossreach.org.uk.

Main Function

To be responsible for the support, development and co-ordination of IT Systems within the CrossReach IT Service.

Main Duties

1. Providing IT support to all CrossReach Service areas ensuring that IT procedures are adhered to.
2. Managing small to medium IT projects throughout CrossReach
3. Supporting and implementing changes and developing new system functions within the CrossReach IT Systems
4. Ensuring that ICT communications including telecommunications are implemented effectively
5. Taking responsibility for the development of software document management systems throughout CrossReach
6. To assist the IT Manager with overseeing work carried out by external contractors
7. Check server event logs, assess any issues arising and advise the IT Manager of any abnormal occurrences
8. Administering the deployment of software updates on servers, PCs and laptops to ensure network security and function some of which may need to be carried out with normal office hours.  There will be a weekend rota system with other CrossReach IT staff
9. To carry out an agreed preventative maintenance programme, highlighting problem areas and recommending solutions
10. To provide technical advice and direction to the IT Technical Support Officer(s)
11. To provide advice and guidance to users of computer services, including package software in use.
12. To maintain an awareness of developments in ICT technology, to ensure that CrossReach remains up to date with current industry developments
13. Playing a full role in monitoring, configuring, and updating network systems to ensure the integrity, security and availability of CrossReach Service data
14. Visiting where necessary, remote sites within all CrossReach Service areas
15. Configuring, updating, and supporting network printers, including multi-functional devices, liaising with third-party suppliers as required
16. Configuring, updating and supporting a physical Access Management system in conjunction with local managers and the Facilities Coordinator
17. Contributing to the testing of new software and hardware products
18. Contributing to the documentation of ICT procedures and advice information for users as directed by the IT Manager
19. Providing induction with respect to ICT services to new staff and providing ongoing advice and training to individual staff members
20. Reporting to the IT Manager, assisting as and when required in the general efficient running of the CrossReach computer systems and network and the IT Department in general
21. To deputise for the IT Manager where necessary
22. Any other duties as may reasonably fall within the parameters of the post as required by the IT Manager.

Qualifications

Essential:

A relevant qualification to degree level or equivalent, with at least 5 years IT experience in systems and support.

Personal

Applicants for this post should have a systematic, logical and effective approach to fault diagnosis and resolution.  Applicants will be participate in both technical and personal development training.  Applicants for this post will have a flexible approach to work and the ability to work as part of a small team.

Have respect for all aspects of Christian worship.

Skills and Abilities

1. Good personal communication skills whether face to face, on the phone or in writing, with an ability to communicate technical issues with users in non-technical language
2. Experience of managing and performing system support
3. Thorough knowledge and experience of the following technologies and protocols:

• Microsoft Windows Server including Active Directory (AD) and the ability to use AD to manage users, hardware, and groups (security and distribution groups).
• Networking principles (LANs, WANs) including TCP/IP, wireless protocols, DNS, DHCP
• Network components including routers, switches, hubs, transducers, patch panels and cabling.
• Remote support tools
• Group Policy management.
• Microsoft Office, including strong skills in using, configuring and supporting current versions of Word, Excel, PowerPoint and Outlook.
• Strong skills in managing document and folder structures and in applying and managing NTFS permissions.
• Microsoft Windows desktop operating systems from Windows 7 onwards.

4. In addition, good knowledge of the following is required:

• Installation and configuration of desktop operating systems and applications.
• PC and server hardware components and configuration.
• Monitoring and configuring network applications including security applications to protect from the range of threats including viruses, trojans, and malware.
• Web monitoring and filtering applications.
• M365 Administration

 

5. A full driver’s licence