N1 Technician/operator

**Role Purpose**

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 fairly independently. The role holder will be responsible for multiple aspects of technical operations activities and assisting other colleagues when required.

**Key Accountabilities**
- Technical Capability. Works with a broad range of operations helping to define and implement best practice to ensure the operation of centralized data processing systems. 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. Responsible for escalating any problems with the computer room environment, ensuring repairs to equipment are effective to maintain service delivery and health and safety standards.
- Scheduling & Automation. Ensures workload is run successfully. Writes and tests production schedules, checks schedules, builds in ad-hoc work. Contributes to control and maintenance of software by upgrading software, re-organizing databases and carrying out general software housekeeping. Makes good use of automation to reduce risk of errors. Escalates issues as appropriate to meet service level agreements.
- Business Awareness. Develops an understanding of the customer’s requirements and demonstrates the ability to closely follow the pre-defined work instructions. Is responsible for the successful delivery of all activities within the agreed service levels.
- Data Handling. Manages data backups for disaster recovery purposes to conform to standards for security of information and data protection.
- Process. Logs activities to provide the audit trail and raw data for statistical analysis, preparing and maintaining operational documentation to ensure that the team operates within defined guidelines and procedures.
- Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, assisting and advising others when required to share knowledge and meet services. Able to resolve a variety of technical problems escalated by 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.
- Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.

**Key Performance Indicators**
- Personal Development Plan available
- All issues and problems are resolved or escalated appropriately.
- Systems/Equipment remain online and functioning properly.
- Maintenance is carried out according to maintenance schedules.
- Schedules up to date and accurate.
- Workloads Achieved.
- Site health & safety standards met.
- Conformance with security and data protection standards.
- Improvements / enhancements to service within own areas.