Technical Team Leader – RSR 8570
Location: Surrey, Chertsey
Salary Grade: F
Security Clearance: Yes
Driving Licence: Required
On Call: Yes-1 week in 3
Overtime: required
Job Purpose and Context
· Provide 3rd line network design, configuration, installation, support and consulting expertise within the London Councils Contract.
· To work with members of the project support team to scope technical implementation tasks.
· Complete and/or manage technical implementation tasks as required.
· Provide technical consultancy to client.
· Produce technical support documentation to agreed standard in line with the ITIL framework and the support agreement.
· Manage network projects, install, upgrade of network hardware and software, ensuring integrated network design with other forms of network i.e.VoiP, and secure networks.
· Has excellent technical knowledge and confidence to work unsupervised when required.
Outline of Routine Tasks/Duties/Responsibilities
· Integrated Network design delivering LC network requirements integrated with external authorities and third party network suppliers.
· Resolving all network faults within defined service levels as recorded by the Service Desk system (RMS).
· Supporting the Server and Desktop teams appropriately in complex problem determination situations.
· Working in close proximity with the onsite technical consultant.
· Providing input to the technical architecture and design of the customer’s IT environment.
· Undertaking projects to install, upgrade and remove network software and hardware.
· Supporting customer IT teams in large and complex projects
· Firm understanding of secure networks.
· Managing all associated 3rd parties to resolution of a fault.
· Monitoring the quality and timeliness of delivery of all services.
· As appropriate managing capacity and performance of Network components.
· Assignment of work packages to the Team Member and ensuring their successful delivery.
· Managing and provide guidance to the Team Member, monitoring individual performance and resource utilisation.
· Liaising with equipment and service suppliers (especially for hardware faults).
· Providing input to the monthly customer reporting cycle.
· Regularly reviewing service support and service management processes to optimise efficiency.
· Undertaking/participating in projects requiring network technologies support/change.
· Liaising with and/or supporting customer ICT teams for common network infrastructure – providing advice and guidance.
· Co-ordination and installation of any new Sites.
· Liaise with other SunGard teams and sites as required in order to maximise use of common resources and technology.
· Professional qualifications (CCNA, CCNP) required.
· To provide on-call cover on a regular basis.
· Excellent knowledge of Microsoft and Cisco networking technologies and topologies.
· Good working knowledge of Servers and Desktops.
· Ability to maintain effective working relationships within the on-site team, including with the team leaders and the management team.
· Ability to deliver the service and identify areas for improvements.
· Ability to develop and maintain good working relationships with the various London Councils Client, and all 3rd parties.
· Good experience of outsourcing, service delivery, SLAs and KPIs.
· Appreciation of Service Management Methodologies (ITIL).
· Ability to line manage, and develop team / colleagues.
· Senior Network Professional with Cisco CCNP,CCSP,CCDA, CCNA + Security,
Core Competencies:
The successful candidate should offer the following skills:
Networks, voice and security:
· Minimum CCNA Certification with 3 years experience
· Experience in supporting CISCO ADSL Routers
· CISCO 2900 and 3750 Switches
· VPN Design and Support for IPSEC site to site tunnels
· Routing support for EIGRP
· Policy based bandwidth throttling
· Experience supporting CISCO PIX and ASA 5500 firewalls
· Remote Support for VPN Users
· Be familiar with Layer 7 Packet inspection
· Support using the ASDM
· WEBVPN Support
· CISCO Voice over IP experience in supporting:
· Voice Gateways (PSTN / ISDN)
· Analogue Fax Gateways
· CISCO Call Manager 4.2
· CISCO Unity
· Preferable: ARC Solution Experience
· Preferable: Witness Call Recording exposure
Proactive Network Monitoring through the use of SNMP and SOLARWINDS
Infrastructure / Back office:
· VMWARE - Support for ESX SERVERS in a clustered environment
· CITRIX Administration and troubleshooting Presentation Server 4.5 and XENAPP 5
· Microsoft Exchange 2003 with Outlook Web Access
· Microsoft Widows XP, 2000, 2003, 2008 – Hyper-V (Windows Virtualization)
· Microsoft Windows 2000/2003 Terminal Services
· Essential knowledge on Active Directory and Sites and Services
· Mime sweeper for WEB and SMTP 5.x
Other:
The candidate must be very self motivated and enthusiastic and enjoy the challenges of working with a diverse range of technologies. They should also be proactive in taking the lead on technical design and interact well with other colleagues both on a 2nd / 3rd line support level as well as project teams.
The candidate should also possess strong documentation abilities and be a good communicator both internally and with the customer relaying concepts keeping in mind business acumen.
The candidate must also be available to share a shift pattern if required.
• Communication & Teamwork
• Customer Focus
• Judgement & Decision Making
• Delivery & Ownership
• Enthusiasm & Drive
Core Competencies:
Communication & Teamwork
Customer Focus
Judgement & Decision Making
Delivery & Ownership
Enthusiasm & Drive
Management Competencies:
Leadership
Employee Development
Strategic Perspective
Business Results Focus
Essential Skills:
Citrix
Business Objects
Cisco
Desirable Skills:
Arcserve
Academic / Vocational Qualifications:
ITIL Certified
For any additional information, please contact The SunGard Public Sector Recruitment Team on 0161 929 4343.
As an equal opportunities employer, we welcome applications from all suitably qualified people regardless of gender, trans gender status, sexual orientation, religion or belief, marital or civil partnership status, age, race, colour, national origins, nationality, ethnic origin or disability.