Job Description:

The IT Services and Infrastructure Team plays a key role in delivering our overall mission and strategy. The team works alongside analysts, data scientists, researchers, innovators, and other specialists by providing the necessary tools that enable us to promote research, influence policy, develop innovative solutions and improve healthcare delivery. The team support and provide the systems and infrastructure while protecting the foundation’s reputation for high quality, independent, insight and analysis. As we grow and mature from a small into a mid-size organisation and our people adopt new ways of working with hybrid working and an ever-changing landscape of cloud tools our people will lean on the team for guidance and support with a greater focus on operational effectiveness and efficiency.

We support approximately 230+ people working in a hybrid working environment with an office in Central London. Our people have a high degree of flexibility around when and where they work, based on high trust. We have a comprehensive programme of internal development, investing in our people, how we work, the tools we use and the spaces we work in.

We issue Windows laptops as end user devices using various applications within M365 for communication and collaboration, including Outlook, Teams, and SharePoint. The office features extensive audio-visual equipment for use. Behind the scenes the network environment includes both on-premise and cloud-based solutions, with servers hosted on Azure and a secure data environment hosted on AWS, a comprehensive security solution, including Cisco Firepower and ISE devices providing advanced threat detection and protection for the entire network, as well as policy-based access control for device access.

The IT Services and Infrastructure Team is a vital department within an organisation that manages and supports the technology infrastructure of the organisation, including the secure environment for data science research. The team is responsible for ensuring that all technology systems, including hardware, software, and network infrastructure, are well-maintained, secure, and operating efficiently to support the organisation's mission and goals. The team's primary focus is to support the organisation's mission by providing the necessary technology and services to enable efficient and effective business operations.

The IT Services and Infrastructure team is responsible for the architectural design, implementation, and maintenance of the organisation's IT infrastructure, including servers, networks, storage, and other hardware components. They are responsible for ensuring that the infrastructure is scalable and can accommodate the changing needs of the organisation.

The IT Services and Infrastructure team is responsible for managing the organisation's IT security policies and practices, ensuring that appropriate technical and administrative controls are in place to protect against cyber threats and other security risks. This includes implementing firewalls, intrusion detection systems, antivirus software, and other security technologies, as well as managing access control and user authentication. They safeguard the organisation's technology assets and protect them against cyber threats by performing vulnerability assessments, and implementing security measures to ensure the confidentiality, integrity, and availability of the organisation's data. Additionally, the team is responsible for managing security certification and accreditations to ensure that the organisation meets industry standards and best practices.

The IT Infrastructure Engineer is responsible for maintaining, troubleshooting, and providing advanced technical support for the Foundation’s IT infrastructure, including the network infrastructure, physical and virtual servers, and cloud-based systems. The postholder will also support the service desk function as a 3rd Line Support Technician.

Key responsibilities and outcomes:

• Maintain the Foundation's networking infrastructure, including managing and monitoring network devices, and ensure the network infrastructure is secure, reliable, and scalable.
• Provide technical support on our physical and virtual infrastructure, including servers, networking devices, and other IT systems such as Microsoft 365 services and applications.
• Diagnose and resolve complex technical issues, including issues related to the Cisco networking infrastructure and the Microsoft 365 stack.
• Monitor and manage network devices, including switches, routers, and firewalls, to ensure the network infrastructure is secure, reliable, and scalable. Manage the Foundation's Cisco network infrastructure, including Meraki, Firepower, and ISE devices.
• Administer, manage, and support the Foundation's M365 environment, including Exchange Online, SharePoint Online, Azure AD, and OneDrive. Manage SharePoint sites, lists, libraries, and content types, including the creation and configuration of workflows, forms, and templates. Develop and maintain SharePoint governance and information architecture, including site hierarchies, permission groups, and metadata.
• Administer, manage, and support the Foundation's AWS cloud infrastructure, including EC2 instances and other AWS services. Monitor and manage AWS resources, including capacity, performance, and security, to ensure the cloud infrastructure is secure, reliable, and scalable. Provide technical support on AWS infrastructure, services, and applications. Diagnose and resolve complex technical issues related to the AWS cloud infrastructure.
• Ensure backup routines are successful and that any issues are always escalated to the service provider.
• Ensure the DR as a Service continues to function on a day-to-day basis and that any issues are always escalated to the service provider.
• Undertake formally requested restores from cloud-based backup storage.
• Ensure general IT Security is adhered to, in accordance with relevant IT policies, and assist with administrating IT Security Appliances\systems.
• Ensure the network infrastructure is up to date with the latest software and security patches. Ensure all servers, system components and devices are patched to the schedule as defined within agreed operational procedures and ensure each patching exercise is appropriately recorded.
• Develop and maintain network documentation, including network diagrams, policies, and procedures.
• Provide technical expertise on IT projects and initiatives, including advising on best practices and standards.
• Work with vendors and other third-party service providers to troubleshoot and resolve technical issues.
• Participate in on-call rotation for after-hours support as needed.

Person specification:

Essential Skills:

• Demonstrates a commitment to diversity and inclusion by creating an inclusive environment where everyone feels welcome and valued.
• Exhibits a customer-centric approach to work, seeking to understand and meet the needs of customers and users in all aspects of their work.
• Takes initiative to identify and address areas for improvement, and proactively seeks out opportunities to make a positive impact.
• Consistently demonstrates a results-oriented approach to work, taking ownership of tasks and projects and seeing them through to completion to achieve impact.
• Demonstrates a strong desire to learn and grow, seeking out new knowledge, skills, and experiences to develop professionally and personally.
• Strong technical background, with a proven track record of successfully delivering advanced technical support to users of Windows and AWS workspaces, and a deep understanding of TCP/IP, DNS, DHCP, and network security technologies such as firewalls, intrusion detection systems, and VPNs.
• Evidence of experience with virtualisation technologies such as VMware or Hyper-V, with a proven track record of successfully delivering support related to these technologies.
• Familiarity with cloud-based systems, such as web filtering systems, cloud storage solutions, and cloud-based applications, with evidence of successfully delivering support to users of these systems.
• Proven track record of maintaining and troubleshooting networking infrastructure in a Cisco environment, with a focus on security and scalability with a strong knowledge of Cisco networking devices, including Meraki, Firepower, and ISE devices.
• Successfully delivered administration and management of Microsoft 365 services and applications, with a focus on SharePoint Online.
• Proven track record of managing AWS cloud infrastructure, including EC2 instances and other AWS services.
• Evidence of experience with MFA environments.
• Strong customer-service orientation, with evidence of successfully delivering high-quality customer service and support, and a focus on delivering positive outcomes for users.
• Ability to work independently and as part of a team, with a positive attitude and a willingness to help others.
• Good knowledge of IT security best practices and standards.
• Strong problem-solving skills, with evidence of successfully delivering solutions of the highest quality.
• Ability to prioritise tasks and work under pressure in a fast-paced environment, with evidence of effectively managing multiple competing priorities and delivering high-quality results.
• Proven ability to communicate effectively and build strong working relationships with a wide range of stakeholders to deliver successful outcomes.

Desirable Skills:

• Evidence of the ability to work non-standard hours, including evenings and weekends, as needed to support the organisation
• IT certifications, such as CCNP, MCSE, or equivalent is a plus
• Demonstrated passion for working in the health sector and making a positive impact in society