JOB PURPOSE
Silverstone are evaluating and deploying a number of business-critical systems and processes and need an Infrastructure Technician to work with the Head of IT and the Infrastructure Manager to deliver both the business and technical (IT) elements of the solutions. Silverstone is also bolstering the Service Desk side and need overall generic support to deliver a better service to the entire business.
SUSTAINABILITY
We don’t just look after our team and our fans. We want to look after our world too. We're committed in our responsibility to reach our zero-carbon goal. So, we've adopted greener methods within our workplace, donated more than 20 tonnes of surplus food, and installed over 2,700 solar panels which generates 13% of our venue’s power - with all other energy from 100% renewable sources. Our dedication has earned us Three Star FIA Environmental Accreditation, but this is just the start.
KEY RESPONSIBILITIES
- Accountability for the day-to-day management of IT helpdesk, to enable the continuous delivery of IT services.
- Responding to first and second line support calls received through phone, email and in person requests Log, manage and triage tickets on helpdesk, through to resolution.
- Be the first point of contact for Helpdesk. Inducting new hires into the business and getting their equipment set up.
- Learning about the applications and software in the environment and becoming an expert/superuser to pass on training to those who require it.
- Effective communication with end users to understand issues and update on outcome. Ensuring helpdesk tickets are monitored and escalated to appropriate team members if required, chasing fellow team members on unworked helpdesk items to ensure all tasks have been picked up.
- Follow process and procedures where required and educate others to do the same. Installation and configuration of hardware and software to users i.e. Starters \ Leavers Utilise existing documentation and feedback to document owner and create / maintain any other required documentation.
- Provide onsite support for events through build and event days Travel around the various buildings on a large estate as needed to carry out the duties of the role.
- Reviewing older kit and rebuilding/reissuing where needed.
- Be an integral part of the IT Patrol of the campus where you have daily and weekly checklists to ensure equipment is where it needs to be and functioning appropriately. Windows experience at a high level.
TEAM RESPONSIBILITIES
- Establish good working relationships with IT Team.
- Establish good working relationships with all members of the wider business.
- Support the team so they have the information and tools to complete their activities. o Escalate issues with thoughtful consideration of the team.
- Identify any training you may need within a new system and how the team use these new tools.
- Have meaningful discussions with the rest of the Infrastructure Team to support them and receive support for your role.
- Develop any relationship needed with 3rd party suppliers to make the most of your interaction with the Service Desk
PERFORMANCE RESPONSIBILITIES
Performance will be monitored against the following:
- Objectives set through the Personal Development Review (PDR) process
- Ownership and completion of agreed business objectives.
KEY RELATIONSHIPS
- IT Infrastructure Team
- Events – Public & Corporate
- Business System Team
KNOWLEDGE, SKILLS AND QUALIFICATIONS
- A positive can-do attitude is essential with good interpersonal skills and a logical approach to fault-finding.
- Experience working with Help Desk ticketing software.
- Good understanding of MS Desktop Operating Systems, MS Office Applications Strong knowledge of Computer Hardware Knowledge of on-premises Active Directory and Group Policy Knowledge of M365 Administration, including SharePoint, Teams, Exchange, Microsoft Intune / Endpoint Management, Microsoft Azure / Entra Knowledge of Apple Business Manager and MDM solutions Attention to detail.
- Ability to work under pressure and to fixed time scales.
- Be flexible and available to work outside of office hours and during weekends to meet the needs of the business.
- Ability to work independently when required and manage your own workload. Ability to work as part of the IT team to deliver a multitude of different services across the site for Events.
