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JOB APPLICATION

PACK

Job Title: Senior ICT Infrastructure Technician Directorate: Corporate Department: ICT Location: Twickenham

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Dear Candidate Thank you for your interest in working for Thames Valley Housing. In this pack you find the Job Description and Person Specification for the role you are applying for. We encourage you to read the guidance notes and fill in the application form carefully. The criteria set out in the person specification contains all the competencies for this role and will be assessed at different stages of the selection process. Please see the guidance notes for further information on this. Thames Valley Housing is a user of the government’s “two ticks” disability symbol, which recognises organisations that are positive towards disabled people. Disabled applicants who meet the short-listing criteria are guaranteed an interview. I hope that you find the job description interesting and decide to apply. I wish you success and we look forward to receiving your application form. Thames Valley Housing Recruitment Tel: 0300 456 2929 Email: recruitment@tvha.co.uk Web: www.tvha.co.uk/careers

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CONTENTS Guidance Notes for Applicants………………………………………………………………………………….4 Job Advert…………………………………………………………………………………………………………………6 Job Description…………………………………………………………………………………………………………7 Person Specification…………………………………………………………………………………………………10 Our Competency Framework……………………………………………………………………………………12

Appendix 1……………………………………………………………………………………………………………….13

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GUIDANCE NOTES FOR APPLICANTS Before you complete your application

Please read the job application pack before you apply online for the position - this contains all the

information you need to decide whether the job is right for you.

Read through the job description and person specification – they are the best places to find out exactly

what experience, skills and competencies you need to be successful in the role.

The person specification highlights the competencies we want to asses as part of our recruitment

process. Our competency framework is at the back of this pack.

You’ll need to prepare a CV – we ask you to upload your CV as a Word document as part of our online

application form.

Completing your application

When you’re ready to apply, click ‘Apply here’ at the bottom of the job advert for the position you’re

interested in and complete the online form.

We’ll ask you about your skills and competencies – as well as your CV, we’ll also ask you to upload a

personal statement or answer some questions online about how your skills and experience match the

essential criteria and competencies in the person specification.

You’ll need two good references - we will ask for contact details for your references in the online

application, but we won’t contact them until the offer stage. Your references should be:

- Your current employer. If you are unemployed, this will be your most recent employer. This will

be someone senior to you who can assess your work for us, not a colleague or friend at

work.

- A previous employer or someone with a senior role who can vouch for you.

We’ll ask you for some personal information to help us monitor diversity and equality – the only

people who will see this information are the HR team who will use it for equal opportunities

monitoring purposes. It will be treated in the strictest confidence and does not form part of the

selection process.

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What happens next?

Assessments/Interviews

Our Recruitment team will contact you a few days after the application closing date if your application has

been short-listed. We will invite you to a competency-based interview, and ask you to complete some tests.

These could be ability tests, written exercises, job-related tests, psychometric tests or IT tests. We will also let

you know if you have not been shortlisted this time.

Driving

If the job needs you to drive, we will need to see your driving license.

DBS check

For some jobs we will need to carry out a Disclosure & Barring Service check. We’ll say so in the job

description if that’s the case.

Eligibility to work in the UK

It’s against the law for us to take on people who do not have the right to work here. If we offer you a job, we

will ask you to prove this to us. We’ll send you a list of documents you can use for this.

Data Protection

By law, we have to let you know that we keep the personal information about you that you put in a job

application. When you sign and send an application in, we take this to mean that you are giving us permission

to keep it, and to use it to get in touch with you, if we find a job we think would suit you in the following six

months.

Your Views

We’re happy to hear from you. We want to improve our recruitment, so please complete the Recruitment

Survey. https://tvhahr.wufoo.eu/forms/recruitment-what-was-your-experience/

Getting in touch

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If you have any questions or problems at any stage of your application, please do get in touch with our

recruitment team on recruitment@tvha.co.uk.

JOB ADVERT SENIOR ICT INFRASTRUCTURE TECHNICIAN

Location: Twickenham

Contract: Permanent

Salary: £32,850 rising to £36,500 on probation completion

Closing Date: 19 June 2017

About Thames Valley Thames Valley Housing provides good quality affordable housing where people are proud to live. We own and manage 15,000 properties and are growing both organically and through our private rented business, Fizzy Living. We love to build. Not just housing and communities, but skills and careers too. About the role Senior ICT Infrastructure Technician is one of the first points of contact in a team of five, delivering day to day support to in-house users. Working in a busy IT service desk team, Maintaining Microsoft Windows 7 & 10, Windows Server 2008 and 2012 Full infrastructure range: servers, network, desktop, telephony, mobile devices Daily checks and systems maintenance, on a rota basis Involved in project work; opportunities for personal development. About you We’re looking for an experienced technician who’s great with people, loves troubleshooting and wants to build their skills. You’ll be used to a busy service desk environment, for a demanding user base; already have started gaining professional IT qualifications, and be keen to get to grips with more technologies. Great with people as well as technology, we have a friendly team and will welcome someone who’ll hit the ground running and be keen to tackle new challenges. Additionally you will have skills and experience in: Supporting and administering Citrix Xendesktop 7 environments, Cisco Unified Communications Manager and VMware virtualised environments. Exchange 2010 administration, Microsoft Office 2010 and Office 365. MS Certified Administrator (MCSA), or equivalent (or working towards this). Applying process: Please view the job application pack for the full job description and apply online submitting your CV and answers to all questions.

For the full job description and to apply please visit www.tvha.co.uk/careers

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JOB DESCRIPTION

Job title: Senior ICT Infrastructure Technician Department: ICT Location: Twickenham Responsible to: Infrastructure Services Manager Family tree (clearly showing the responsibilities for and to particular managers)

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Main purpose of the job With the Infrastructure Services Manager and the ICT Infrastructure Team, ensure the delivery of day to day ICT support to the organisation’s users, covering servers, network, applications, desktops, laptops, telephony and mobile devices. On a rota basis, undertake daily checks and maintenance (e.g. checking back-ups) and act as one of the first points of contact in resolving user and technical issues. Respond to calls on the on-line helpdesk, taking on calls within own expertise and escalating calls when necessary. Handle calls that are escalated to you from the ICT Infrastructure Technician. Contribute to the maintenance and documentation of the infrastructure estate: records of ICT builds, hardware, licences, systems configurations, change requests, systems and processes etc. Undertake infrastructure project work and continuous improvement activities as part of the annual work plan. Main contacts which the post holder has within and outside the organisation All ICT users – all staff: on site, at satellite offices and working remotely, On–site and remote ICT users at TVH suppliers, e.g. the outsourced Repairs provider, hardware, software and related suppliers, staff at partner organisations hosted by TVH: Fizzy Living. Principal accountabilities expected of the post holder Helpdesk and Reactive Infrastructure Support

Provide hands-on support to users. Front-end support will include thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; and various applications in addition to MS Office.

Act as an escalation point for the ICT technician.

Liaise with hardware and software suppliers and service providers.

Undertake change management of the infrastructure estate.

Troubleshoot IT infrastructure including servers and network. Back-end support will include Active Directory, Exchange 2010 / Office 365, VMware, Cisco phone system, and Citrix XenDesktop.

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Proactively monitor, maintain and resolve infrastructure support calls on the helpdesk within agreed timescales, escalating when needed. Keep users informed of progress. Ensure that calls received via other channels (e.g. by phone when users are unable to log on; by e-mail from suppliers) are added to the helpdesk and receive responses.

Work as part of a shift rota, providing cover from 08.00–16.00 or 10.00–18.00, alternating, as agreed with manager. Undertake after-hours/weekend work as required (with paid overtime or time off in lieu).

Support all TVH working locations, by connecting remotely or making trips to satellite offices when necessary (e.g. NHS Keyworker, Woking, Fizzy Living offices).

Undertake user administration tasks, including adding and deleting users, allocating permissions, re-setting passwords and providing basic ICT induction for new starters.

Liaise closely with colleagues in Business Systems and Project Teams, and suppliers, to ensure service to internal customers (and partners delivering TVH services) is seamless.

Ensure that any recurring or unusual issues are highlighted to Infrastructure Services Manager / Infrastructure Manager, to identify root causes and improve future service.

Operational Infrastructure Management

According to rota, take responsibility for day to day maintenance tasks and incident management, ensuring that issues are progressed, and contributing to formal incident reports. This will include:

Daily back-ups

Monitoring systems capacity and performance (using appropriate tools/ alerts)

Applying patches and upgrades, for business applications as well as core infrastructure.

Install and maintain PCs, laptops, thin clients, printers, scanners, office phones, mobile handsets and other peripherals.

Support and administer the printer estate (HQ and remote sites) and meeting room audio visual equipment. Support and manage video conferencing equipment and Skype meetings.

Assist in maintaining data security, including back-up and recovery and physical infrastructure security.

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Provide guidance to users on data security and appropriate computer and telephony use.

Undertake structured system maintenance and upgrade work, in consultation with the Infrastructure Managers:

Install, configure and upgrade operating systems and software.

Support and monitor network and communication devices.

Support and monitor storage and processing devices.

Assist in re-sizing, moves and changes, for all infrastructure elements.

Contribute to, and take part in, Disaster Recovery exercises and Business Continuity planning.

Ensure that changes are appropriately recorded and documentation kept up to date.

Other

Assist with office desk and ICT equipment moves. This can involve moving furniture, equipment, and cabling around desks.

Carry out other duties as may be reasonably assigned from time to time by the ICT managers, such duties to be compatible with the level of this job description.

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PERSON SPECIFICATION

Role: Senior ICT Infrastructure Technician

Department: ICT

Knowledge, Experience & Skills

Essential/Technical Extensive experience of working in Service desk environments - 1st - 3rd line, using ITIL compliant service desk ticketing

systems.

Excellent troubleshooting skills and delivering high levels of customer service.

Support and administration of Microsoft Windows 7 & 10 and Windows Server 2008 & 2012, including Active Directory

administration and Group Policy management, systems imaging and deployment.

Support and administration of virtualised environments and VDI – Citrix Xendesktop 7 and VMWare 6.

Experience of supporting productivity suites: Microsoft Exchange 2010 (basic admin) and Microsoft Office, ideally Office

2010 and Office 365.

Support and administration of Cisco Unified Communications Manager / Cisco telephony systems.

Supporting and administering mobile devices (laptops, smart phones, tablets, Apple IOS, Android).

Network printers / multi-function devices e.g. Xerox.

Desirable Support, administration and management of:

Microsoft SCCM.

Video and audio conferencing - Skype, WEBEX, and meeting room audio visual equipment - AMX, Crestron.

Mobile device management solutions – e.g. IBM Maas360, Microsoft Intune.

Experience of supporting and administering Apple devices and operating systems.

Have use of a car for occasional visits to remote sites.

Qualifications

MS Certified Administrator (MCSA), or equivalent (or working towards this).

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Competencies Please select three competencies from the list below that you believe are the most important for the role and tell us how you meet these.

Core Applied Thinking Recommends improvements to processes and services at a team level by analysing patterns and trends from information. Results Focused Takes responsibility for achieving individual objectives and contributing to team targets. Planning and Organising Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks. Initiative and Innovation Develops and implements initiatives at a local level. Working Together Involves others to work towards shared goals and objectives. Managing Relationships Builds rapport with colleagues and direct customers/suppliers. Continuous Improvement Delivers improvements at a team level. Customer Driven Plans and organises delivery of customer service. Commercial Awareness Demonstrates awareness of commercial aspects of the business. OTHER Commitment to Equal Opportunities and Health & Safety

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LIVING AND DELIVERING THE CORPORATE VALUES

Think Forward – Question how we do things. Think Ahead. Innovate Think We – Let’s work together to achieve our shared goals. Think Openly – Let’s be transparent and true to our word. Think With Compassion – Offer your time and support. Act with empathy and understanding. Think With Energy – Be passionate about delivering great customer service and making things happen

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OUR COMPETENCY FRAMEWORK

What are Competencies and how are they used? A competency is an ability, skill, knowledge or trait that is needed for the successful performance of a job. It is often defined in terms of behaviours. Overall, competencies are a set of behaviours that an individual must possess in order to perform to the optimum level within that role. When used properly, and in conjunction with other working practices and procedures, competencies can ensure fairness, openness and equality in the way we recruit staff, select people for training, identify clear development paths and promote people. The Competency Framework contains a total of ten competencies and it is considered that to carry out a role at a particular level an individual should possess those competencies that are ‘Core’ for that level. The depth of which these core competencies are required will vary according to each role. Core competencies are far broader in their application and apply to all jobs within TVH. This document details the core competencies which TVH recognises as necessary. The person specification highlights the competencies we want to assess as part of our recruitment process, but the following areas are important all of the time.

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Name Definition Level Descriptors

1 Applied Thinking Makes use of relevant information to resolve problems, identify opportunities and reach appropriate solutions.

Leader Identifies new business opportunities by evaluating company performance from a range of information

Expert Sets Directorate/Departmental priorities by developing solutions to support the business plan

Professional Recommends improvements to processes and services at a team level by analysing patterns and trends from information

Vocational Solves basic problems within clearly laid out policies and procedures

2 Results Focused – “Getting things done”

Achieves successful delivery of tasks and objectives by effectively managing others or taking direct action.

Leader Sets the performance framework for the organisation to meet corporate goals, achieve results and champions improvements

Expert Sets the performance framework for the Directorate/Department to meet objectives, KPIs and continuously seeks improvements in delivery

Professional Uses Directorate/Department objectives to identify team KPIs to drive service delivery and meet goals

Vocational Takes responsibility for achieving individual objectives and contributing to team targets

3 Planning and Organising Plans and organises work and activities to meet objectives whilst achieving quality and value for money.

Leader Structures the business plan to deliver key objectives while allocating appropriate resources

Expert Develops project plans and identifies departmental activities and resources required to meet organisational goals

Professional Delivers the project plan/departmental objectives to plan and budget

Vocational Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks

4 Initiative and Innovation Takes a creative approach to work by formulating new ideas or adapting existing ideas in a new or unexpected way to create opportunities.

Leader Develops ways of capturing innovation and creativity across the organisation and delivers through others

Expert Plans and implements new ideas in the long to medium term and takes the lead in delivering change within Directorate

Professional Develops and implements initiatives at a local level

Vocational Addresses current opportunities by improving and adapting existing approaches

Appendix 1

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Name Definition Level Descriptors

5 Working Together Works co-operatively and flexibly across cultures and organisational boundaries to achieve shared goals

Leader Creates a positive team working environment

Expert Builds the team to deliver a high quality service

Professional Involves others to work towards shared goals and objectives

Vocational Works co-operatively with other members of the team and direct customers

6 Managing Relationships (Influencing, persuading and negotiating)

Builds and maintains relationships to achieve positive outcomes for the Association

Leader Extends networks and uses indirect influence to build external relationships to achieve long term strategic organisational goals

Expert Maintains networks and plans impact

Professional Builds positive and reciprocal relationships that benefit the Association

Vocational Builds rapport with colleagues and direct customers/suppliers

7 Continuous Improvement (Striving for Excellence)

Looks for opportunities to improve (self, products and/or services)

Leader Creates a continuous improvement environment

Expert Drives Departmental activity to continuously improve systems and processes

Professional Delivers improvements at a team level

Vocational Drives self to deliver results and aspirations

8 Customer Driven Provides an excellent service to all customers

Leader Develops the strategy to meet the long term interests and aspirations of customers

Expert Champions and promotes the delivery of quality service to all customers

Professional Plans and organises delivery of customer service

Vocational Delivers a high quality service

9 Commercial Awareness Understands relationship of operational issues to wider business context

Leader Defines and develops TVH’s commercial objectives to maximise the organisation’s financial wellbeing

Expert Delivers the commercial objectives

Professional Understands the purpose and content of the Corporate business plan

Vocational Demonstrates awareness of commercial aspects of the business

10 Leadership (Developing and Managing People)

Inspires and motivates others to develop confidence and capability to realise their full potential

Leader Leads the organisations to deliver high performance

Expert Is a role model for effective leadership

Professional Supports team development

Vocational Gives basic direction and instruction

Appendix 1

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