Infrastructure Support Analyst LMS 1874

View Vacancy -- Infrastructure Support Analyst LMS 1874
Open Date
21/06/2022, 09:30
Close Date
20/07/2022, 23:55
Research Institute  
MRC London Institute of Medical Sciences
Research Institute / Unit Information  
The London Institute of Medical Sciences (LMS) is a Medical Research Council funded research institute at the Hammersmith Hospital campus (London W12) of Imperial College London, with around 400 biomedical researchers undertaking multidisciplinary and internationally-competitive science. For more information, visit www.lms.mrc.ac.uk.
UK Research and Innovation is a new entity that brings together nine partners to create an independent organisation with a strong voice for research and innovation, more information can be found at www.ukri.org
Band  
MRC - 4
Location  
London
Salary  
£32,005-£40,769 plus London allowances (£3,727 & £1,402) per annum
Contract Type  
Permanent
Job Type  
Administration & Management
Full Time / Part Time  
Full Time
Job Description  

Overall Purpose: 

The MRC’s London Institute of Medical Sciences (LMS) is a scientific institute with a unique computing environment using Windows, Linux and Macs. Supporting world class scientific research, the post-holder will be part of a team that delivers ICT services that enable pioneering science to take place.

• To be part of a team that delivers ICT services that support world class scientific research and enables groundbreaking science to take place
• To support and work within a small team of IT Support Analysts in the LMS’s Computing Facility. Based at the LMS at Hammersmith Hospital, the role collaborates closely with Imperial College London (ICL) and Imperial College Healthcare NHS Trust; stakeholders in the work that takes place at the LMS and shared IT resources with ICL. The computing infrastructure at the LMS reflects this complexity
• To work within the Cyberessentials, ITIL and PRINCE2 principles particularly to support change management; planning and implementing changes to the IT infrastructure, leading and assisting projects and providing support to the team
• To assist and support the Head of IT in the delivery and improvements of all IT Services
• To maintain the core infrastructure; HPC, network, storage and server infrastructure
• To support client devices; desktops, laptops tablets and smartphones
• To adhere to legislative and MRC ICT security policies
• To use a professional helpdesk solution for all operational work, task prioritisation, handling support requests and incidents

Working Relationships: 

• The post-holder will report to the Head of IT and be responsible for performing all projects and tasks allocated by the Head of Computing
• The post-holder will work with all LMS staff in their IT support and project activities as well as ICL and NHS Trust stakeholders
• The role will support and assist the day-to-day task allocation and prioritisation of the IT Support Analysts whilst leading in specialist areas when necessary

Main Duties and Key Responsibilities:

• To be a point of reference and lead in specialist areas the day-to-day activities of the IT Support Analysts
• To resolve incidents and requests reported to the IT Support Desk and deal with escalations
• To support and enhance the server, desktop and network estate to ensure maximum practical availability and efficiency
• To focus on customer satisfaction providing professional, efficient and effective service
• To balance the needs of clinical and research staff and their equipment and the associated informatics, bioinformatics and computational infrastructure
• To complete project tasks to agreed timescales, quality and risk
• To detail IT processes and infrastructure within agreed timescales
• To contribute to the IT strategy, plans, policies, processes and infrastructure and strategic debate through the IT Change Advisory Board regularly inputting ideas and best practice
• To identify technical solutions for continuous improvement and to assist in the review of proposed IT infrastructure changes and their implementation
• To demonstrate an in-depth expertise, 1st - 3rd line support and providing ownership in specialist areas when necessary and resolve Helpdesk tickets within agreed SLAs
• To continue your personal development and training across all IT infrastructure and services and keeping abreast of latest developments, particularly the areas of in-depth expertise
• To support teams and encourage inter-team working with stakeholders and colleagues
• To coach & mentor team members through sharing of knowledge and experience
• To support the Head of Computing as Information Security Officer covering ICT security and MRC security policy
• To have current knowledge of IT industry developments & standards
• To undertake any duties and tasks as required and agreed with the Head of Computing

To provide support in the following key areas:

• Windows, Linux and Unix servers, desktops and laptops
• Integration of Linux & Unix servers into a Windows infrastructure using AD/LDAP
• File sharing using CIFS, SAMBA and NFS
• VMWare Virtualisation technologies
• CISCO networks administration, security and monitoring of the LAN and WAN connectivity including configuration and monitoring of switches, routers and wireless access points and network infrastructure software
• NetApp and EMC (ISILON) large scale storage including other NAS, direct-attached and backup storage platforms
• Security including administration and monitoring of the Checkpoint firewall, remote access solution, Sophos anti-virus and various encryption methods
• Xerox follow me printing
• Racking, fibre optic and Cat5/6 cabling
• HPC clusters configuration and administration

Person Specification  

Education / Qualifications / Training required (will be assessed from application form):

Essential:

• ITIL v3 Foundation or equivalent professional experience
• Degree level qualification in Computing/related field or equivalent professional experience
• Formal Linux training/Member of Linux Professional Inst. or equivalent professional experience
• Formal Windows training/Member of Windows Professional Inst. of equivalent professional experience

Desirable:

• Formal training in networking (CCNA) and/or storage technologies (NetApp, EMC) or equivalent professional experience
• PRINCE2 Practitioner or equivalent project management experience

Knowledge and experience (will be assessed from application form and at interview):

Essential:

• Expert in handling Linux, Windows and MAC server and desktop OS including shell scripting in a mixed computing environment
• Good understanding of VMWare ESX and vSphere
• Experience of file sharing and authentication within a mixed Linux & Windows environment e.g. PAM, NIS, NFS, SAMBA, LDAP
• Advanced management and architecting a range of storage technologies (NetApp, EMC ISILON) AND/OR the advanced management of network infrastructure (CISCO) and firewalls (CHECKPOINT) and backup technologies
• Experience of working in and supporting an IT Support Helpdesk
• Experience in running HPC clusters
• Direct & hands-on experience of server racking, fibre optic and Cat5/6 cabling
• Knowledge and support of ICT security matters
• Excellent written communication skills with a good command of the English Language

Personal skills/behaviours/qualities and competences (will be assessed at the interview):

Essential:

• Able to self-motivate when working independently, as well as part of a team
• Able to develop and encourage cross-boundary working relationships
• Values diversity and demonstrates respect for other team members
• Contributes positively to ICT and cross-functional teams and shares knowledge and skills
• Ability to use stakeholder feedback to make improvements to the delivery and provision of ICT services
• Have a sound understanding of customer service
• A high level of customer service and communication skills when dealing with internal and external stakeholders
• Aligns work to overall strategic direction and LMS objectives supporting the MRC brand profile
• Displays ability to build appropriate networks and handle a range of stakeholder interests
• Able to coordinate and prioritise resources to ensure short- and long-term targets are met
• Be highly motivated, flexible and innovative in their approach to work
• Plans, multi-tasks & prioritises own time effectively and efficiently to achieve results
• Able to deliver quality work and to commit to and meet deadlines
• Capable of working under pressure
• Assesses own strengths and weaknesses and impact on others
• Experience of coaching & mentoring team members through sharing of knowledge and experience

Desirable:

• Experience in resolving customer complaints and conflict resolution
• Awareness and understanding of equal opportunities and diversity
• Experience of contributing to strategic debate to identify future opportunities and high-performance team development
• Pragmatic at all times, understands outcomes prior to proposing solutions and values simplicity
• Ensures appropriate engagement of colleagues with relevant stakeholders and issues
• Ability to recognise and communicate global implications of changes
• Able to learn and put in practice new procedures, policies and technologies in a fast and efficient manner
• Flexible and able to accommodate multiple changes in priority and accordingly to requirements
• Ability to support teams and encourage inter-team working with stakeholders and colleagues

Further Information  
Please upload your CV, the names and contacts of two references, along with a cover letter stating why you are applying for this post (showing evidence against the requirements as per the Job Description and Person Specification). Please quote reference number LMS 1874
The MRC is a great place to work and progress your career, be it in scientific research or the support functions.The MRC is a unique working environment where our researchers are rewarded by world class innovation and collaboration opportunities that the MRC name brings. The MRC is an excellent place to develop yourself further and a range of training & development opportunities will be available to you, including professional registration with the Science Council.
Choosing to come to work at the MRC (part of UKRI) means that you will have access to a whole host of benefits from a defined benefit pension scheme and excellent holiday entitlement to access to employee shopping/travel discounts and salary sacrifice cycle to work scheme, as well as the chance to put the MRC and UKRI on your CV in the future.
Our success is dependent upon our ability to embrace diversity and draw on the skills, understanding and experience of all our people. We welcome applications from all sections of the community irrespective of gender, race, ethnic or national origin, religion or belief, sexual orientation, disability or age. As "Disability Confident" employers, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.
UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.
We will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.