Job Title: Network and Infrastructure Engineer

Line Management: National Infrastructure Team Lead

Vetting Level: Developed Vetting
STRAP Required: Yes

Job Summary:
As a Network and Infrastructure Engineer, you will provide technical support for the CTPHQ National Customer Services Centre (CSC).

This includes maintenance and development of National CTP IT services, supporting services in the CSC portfolio, and handling operational and project tasks as required.

You will be part of a team of engineers covering 7am to 7pm weekdays from the CSC technical ops centre and on call 24/7/365 for critical support of the national infrastructure.

This role is essential in ensuring the national infrastructure is secure, supported, and available to best practice standards to enable CTP operations.

Knowledge, Skills, and Experience:
, Experience in a technically diverse environment, preferably as part of a shift rota
, Experience of working with service desk call management systems
, Experience of working within an ITIL service environment working to defined metrics and SLAs
, Experience of Cisco technologies including Routing, Switching, VoIP and Video Conferencing
, Experience of Juniper and Cisco security and firewall devices
, Experience of load balancer technology
, Experience of Cisco switching and routing hardware
, Experience of network security best practice
, Experience of ITIL change management
, Experience of failover testing, resilience and redundancy methodology
, Experience of Network and Infrastructure monitoring and automation tools
, CCNA qualification preferred
, Ability to prioritize, execute tasks and achieve results in a busy Service Operation environment
, UK Driving License

Communication and Working Relationships:
, Daily: Communicate with the CSC Service desk, other engineers and line management for ticket management and escalation, phone, email, face to face.
, Daily: Customers for support calls, email, phone, face to face, video, onsite.
, Weekly: Line management to provide incident and project updates, email, face to face
, Daily: Escalate issues to third parties offering third line support, email, phone
, Weekly: Project Teams for collaboration through implementation and transition, phone, email, face to face, video
, Daily: Cross Team collaboration within CTPHQ for support and training, phone, email, face to face
, Occasionally: Attend or Substitute for senior members of the team in meetings with other teams, stakeholders, partners or third parties as a technical representative, phone, video, face to face

Key Result Areas:
, This role requires a flexible working approach to meet operational needs and will be required to work as part of a shift system (Mon-Fri 7am-7pm + on-call rota 24/7/365).
, Some out of hours and weekend working may be occasionally required.
, The role is office-based with occasional work from home.
, The role holder may be required to travel to sites around the UK to maintain the infrastructure.

Occasionally this may be at short notice, as appropriate, to resolve critical issues.
, Ensure personal workload is managed and prioritized effectively.
, Ensure adherence to policies, standards, controls, and best practice.
, Ensure SLAs for services in the CSC Service portfolio are met.
, Provide technical support for National infrastructure relating to BAU and Projects to ensure objectives are being met in line with CTP priorities.
, Provide resilience and failover testing to ensure all CSC managed Infrastructure is tested regularly to ensure failover functions as designed.

Please contact Lewis on 01772 208962 or email at lewis.ashcroft@servicecare.org.uk