Job Purpose
A key member of the Systems and Technologies team responsible for providing and Supporting the University's IT Infrastructure, which is essential for the University's research, teaching and professional services.
This role has primary responsibility for critical system administration support tasks and user support for Windows and Office 365 services and applications. It also provides technical Microsoft Exchange support on a daily basis. Planned work is assigned by Systems & Technologies senior staff, and reactive tasks via helpdesk escalation. You will conduct planned work and resolve helpdesk calls involving senior colleagues where necessary and identify any trends or emerging issues which may need further planning or mitigation.
Main Duties and Responsibilities
1. The main technical contact for day-to-day Office 365 and Microsoft Exchange service delivery and support.
2. Advise staff & students on appropriate solutions to their IT requirements, for example advising on best technologies and platforms available to store research data sets in a way to maximise performance for data access and analysis, achievable within the resources available.
3. Manage Hyper-V servers to ensure resource is utilised productively, cloning servers to expand capacity of services, provide development copies for testing.
4. Install and configure both physical & virtual servers for staff and configure applications as per the requirements of the service being deployed. With consideration of whether Cloud or physical infrastructure is the correct approach to take given the requirements of the service.
5. Plan and implement changes to mitigate security vulnerabilities, where necessary liaise with the IT Security Team and appropriate staff to agree a plan of action, taking particular care in this if there is a risk of interruption to service.
6. Proactive monitoring of servers using appropriate tools and logs to minimise service outage by diagnosing and fixing issues before they become critical. Referring more complicated problems to senior colleagues.
7. Analyse issues and prepare reports for IT management to identify areas in need of upgrade or investment.
8. Proactively monitor escalated calls from the helpdesk to provide a fast response to colleagues requiring assistance.
9. Investigate, diagnose & solve problems involving interdependent services on a heterogenous infrastructure. Involving senior colleagues and colleagues in other teams as required.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of different roles OR Scottish Credit and Qualification Framework level 9 in Computing Science or a related discipline, (Ordinary Degree, Scottish Vocational Qualification level 4), or equivalent (including professional accreditation with relevant formal Training) OR experience of personal development in a similar or related role(s).
A2 Excellent technical knowledge of managing Windows systems.
A3 Knowledge of Data Protection Act 2018 and the implications for IT service provision and support.
A4 Awareness of Orchestration technologies.
Desirable:
B1 Good knowledge IT Security requirements.
B2 Good technical knowledge of managing Linux systems.
Skills
Essential:
C1 Excellent programming and scripting ability, e.g. with bash, PowerShell or similar.
C2 Demonstrable ability to organise and maintain computing resources, managing multiple systems concurrently and in a timely manner to adhere to deadlines.
C3 Excellent verbal and written communication. Ability to communicate effectively with staff and students of different IT competency and convey issues in a non-technical language.
C4 Excellent analytical skills, ability to analyse complex technical issues to identify root cause and propose solutions.
C5 Highly self-motivated with good workload management skills. Ability to use your judgement to prioritise workload.
C6 Excellent interpersonal skills, including influencing and negotiation skills.
C7 Excellent time management skills.
C8 Team working and organisational skills.
C9 Ability to work independently, demonstrate problem solving skills and ability to understand when it is necessary to escalate to a senior colleague.
Desirable:
D1 Able to demonstrate the application of Orchestration skills.
D2 Able to demonstrate the deployment of containerisation technologies.
Experience
Essential:
E1 Broad experience of working with Windows based systems and the Microsoft 365 platform.
E2 Experience of working with services in the public cloud.
E3 Experience of providing guidance and support to customers on the most suitable solution.
E4 Experience of configuring applications and hardware to mitigate security vulnerabilities.
E5 Experience of server maintenance and patching.
Desirable:
F1 Recent relevant systems administration experience.
F2 Broad experience of working with Linux systems.
F3 Experience of working in a heterogeneous server infrastructure.
F4 Experience managing hypervisors.
F5 Experience of supporting Linux, Windows & MacOS devices in a heterogenous environment.
F6 Experience of working in a Higher Education environment.
Terms and Conditions
Salary will be Grade 7, £40,247 - £45,163 per annum.
This post is full time (35 hours p/w) and open ended. Relocation assistance will be provided where appropriate.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK. If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.
Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https: // www. gov.uk/skilled- worker-visa.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https: // www. gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https: // www. gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https: // www. gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https: // www. gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https: // www. gla.ac.uk/explore/jobs/ for more information.
Vacancy Ref : 161295 Close Date : 03-Jan-2025 23:45