The role holder will work within a specialist team such as data center. The role holder will be expected to demonstrate a level of knowledge and experience that enables them to work under more limited supervision.
Technical Capability. Works within the team to complete allocated activities. Escalates problems to supervisor or team manager to meet service agreed levels.
Equipment Operations. Conversant with basic hardware / software installations / configurations and peripheral operation.
Performs unsupervised routine maintenance of hardware or software to ensure that it is functioning effectively. Reports problems and monitors the effectiveness of repairs to meet service levels.
Scheduling & Monitoring. Checks for and performs scheduled work, carrying out ad-hoc work as required. Checks status of jobs in the system to ensure schedules are up to date and accurate.
Business Awareness. Has an understanding of the customer’s requirements and demonstrates the ability to closely follow pre-defined work instructions.
Contributes to the successful delivery of all activities within agreed service levels.
Data Handling. Maintains data security to conform to standards for security of information and data protection.
Process. Demonstrates an understanding of established processes and systems within own area of competence, correcting operating practice and work schedules to meet site standards.
Effectively communicates and documents any requested changes, errors or ambiguities using the tools available.
Team Working. Works as a team player being viewed by colleagues as an effective and helpful member of the team.
Service Level. Understands and delivers to the pre-defined service level agreements. Escalates issues as necessary to avoid any impact to the service provided.
Key Performance Indicators
All issues and problems are resolved or escalated appropriately.
Systems / Equipment remain online and functioning properly.
Maintenance is carried out according to maintenance schedules.
Repairs to equipment are effective.
Schedules up to date and accurate.
Conformance with security and data protection standards.
Improvements / enhancements to service within own areas.
Feedback from team members and other key stakeholders.
Evidence of taking ownership of their personal development.