Job Description - bournemouth.ac.uk

1 Job Description Post/Job Title: Apple Engineer Ref: ITS134/503148 Faculty/Support Service: IT Services Group/Section: Systems Team Location including building: All University Locations Normal hours per week: 1 FTE Some flexibility will be required in order to ensure that key time scales and deadlines are met. Some travel to other locations may be required Grade: 5 Accountable to: Principal Apple Engineer Special conditions: Due to the nature of role, working unsocial hours may be required.

2 Staff will be required to carry a mobile phone and be contactable at reasonable times. You may be required to be available to respond in a major incident, within the IT service, that may impact the Applications and Technology Group. You may be required to be on-call on a prearranged rota basis, but no more frequently than one week in four. Overview & job purpose The Bournemouth University Faculty of Media and Communication has an enviable world-wide reputation for excellence. Considerable IT support is required in order to maintain the teaching environments, ensure an appropriate resolution of issues and optimise the student experience.

3 The university s central IT Services department provides and maintains the corporate applications and infrastructure and provides a general service for all faculties, however there is a need for additional specific support for the Faculty of Media and Communication and Faculty of Science and Technology due to the technologies in use and the technical nature of much of their curriculums. This role therefore has three key components: 1. Provide Apple IT support for Faculty staff and students 2. Liaise with the Faculties to ensure seamless delivery of the Apple IT environment under the direction of IT Services 3. Maintain the Faculties Apple infrastructure to required levels of availability, capacity and security. Main Responsibilities Technical responsibilities: 1.

4 Support Faculty staff and students by providing effective administrative and technical support for those services within the scope of responsibility including: - maintaining the Mac desktop and laptop environments including the NCCA. - working with the Systems Team to ensure these service are fit for purpose and developed in line with Faculty needs and within IT Services resources and standards. 2. Perform corrective procedures for the prevention of downtime or for the recovery of applications and/or user data (including backup administration and recovery testing) 3. Ensure that incidents within the scope of responsibility are addressed in a timely fashion, updated and resolved in line with the IT Services incident management process. 4. Ensure appropriate level of documentation for tasks performed in line with procedures (including maintaining auditable records, knowledge base of intellectual capital etc.)

5 5. Comply with all relevant operational policies and procedures of IT Services and the wider University 6. Work closely with the Systems Architect, the End User Computing team and other members of IT Services to ensure the services provided to the Faculties are in line with IT Services standards and protocols. 7. Work closely with the Linux Engineer and IT Service Management colleagues to ensure a joined up approach to Faculty service delivery; act as an IT Services Ambassador within the Faculty. 8. Provide advice and training to other IT colleagues as appropriate. 9. Use administrative access rights and permissions responsibly 10. Proactively identify common faults or areas where application reliability could be improved, where certain software is consistently causing problems or where processes are inefficient and provide recommendations on how they can be effectively addressed.

6 Be proactive in identifying repeat issues and trends and take action(s) to resolve. Escalate to Problem Manager where appropriate. 11. Implement changes to infrastructure and applications in line with implementation instructions issued by the IT Services Change Advisory Board 12. Participate in providing technical input to the university strategic planning process 13. Provide appropriate cover for Faculty events as required 14. Be reactive to the needs of University staff and students. The role requires a diverse range of knowledge to complement the Apple specifics. 15. Proactively perform maintenance of the Student labs on a daily and weekly basis, to ensure that issues are identified before impacting Students. 16. Deployment of new Mac hardware to, and removal from, Student labs and Staff offices.

7 17. Work with suppliers and BU colleagues to ensure DEP is current and MDM pre-stage enrolments are correct Personal & general responsibilities: 18. Develop and maintain excellent working relationships with colleagues within Faculty of Media and Communication, IT services, the Faculty of Science and Technology and external suppliers as appropriate. Offer technical advice to Staff and Students when required. 19. Develop and maintain excellent supportive relationships with undergraduate and postgraduate students 20. Contribute fully to departmental meetings, team reviews and other communications activities within IT Services and the Faculties. 21. Undertake personal development as agreed with line manager subject to the demands of timekeeping and budget.

8 22. Ensure compliance with BU internal processes, governance and legislative requirements Organisation Chart Challenges Maintaining acceptable levels of service across an highly complex and technical service provision Delivering highly complex and technical solutions to budget and timescales Understanding highly technical and complex issues and deciding on appropriate solutions Planning resources to ensure service and projects and delivered as expected Dimensions Approximately 1000 Mac desktops, including a variety of iMac, Mac Pro, and Mac Mini Desktop computers, and Macbook, Macbook Air, and MacBook Pro laptop computers Approximately 1000 iOS devices inlucding iPads and iPhones Contacts Internal: IT Teams, Directors of Operations, Academic representatives, Faculty Technical Leads, Student Union Representatives, External: suppliers, consultants, equivalent post holders in other universities, Additional Information When on-call, staff must:- be expected to be within one hour travel time of the University be fit and available for work at all times.

9 Be available for contact at all times and mindful of areas where mobile reception is poor Systems ArchitectLinux Desktop EngineersWindows Desktop EngineersApple Principal EngineerApple EngineerNB: The purpose of the job Description is to indicate the general level of responsibility and location of the position. The duties may vary from time to time without changing their general character or level of responsibility. BU is an equal opportunities employer which values a diverse workforce. The post holder must at all times carry out their responsibilities with due regard to the University s Dignity, Diversity and Equality Policy Statement. Our highly skilled and creative workforce is comprised of individuals drawn from a broad cross section of the globe, and who reflect a variety of backgrounds, talents, perspectives and experiences to build our global learning community.

10 Through fused activity, the post holder must have an understanding of and commitment to promoting a global outlook. All employees have an obligation to be aware of and comply with the Universities Sustainability Policy, Carbon Management Plan and associated documents, and to ensure that whilst at work that they demonstrate the adoption of sustainable habits or practices and carry out their day-to-day activities in an environmentally responsible manner. November 2018 Person Specification Post / Job Title: Apple Engineer Post No: ITS134/503148 Faculty / Professional Service: IT Services Date: November 2018 SELECTION CRITERIA Essential / Desirable Knowledge (including experience & qualifications) in order of importance Good degree in a computer related subject and/or relevant professional experience/qualifications E Significant experience providing an IT Systems Support function in a dynamic environment.