Infrastructure Engineer

Summary

Working in a team of infrastructure specialists and engineers, an infrastructure engineer supports and maintains infrastructure solutions and services as directed and according to departmental policy.

At this role level, you will:

ensure services are delivered and used as required
work with and support third parties to provide infrastructure services

Background

Background Components

Description	Background
Has a good knowledge, both theoretical and practical of a wide range of communications systems, networks. Is aware of the technical and economic needs of the business and possesses strong interpersonal skills.	Prior Knowledge and Skills

Work Activity Components

Title	Details
Incident management	Responds to support calls and enquiries from service desk, users, specialists and others. Takes appropriate action, within defined limits of responsibility or area of specialism, to deal with processing priorities.
Automation tools	Modifies queuing parameters and job priorities within defined limits, to improve job throughput or the processing of output.
User interfaces	Applies standard user/system interfaces, including reports, validation and error correction procedures, processing rules, access, security and audit controls, recovery routines and contingency procedures.
Physical design and operational requirements	Translates simple logical designs into physical designs taking account of the target environment and any potential safety-related aspects.
Logical design	Produces simple logical network designs showing, for example, topologies and components. Identifies and applies common processes.
Supplier performance	Collects, reviews and reports on supplier performance data.
Communication and liaison	Acts as routine contact point between organisation and suppliers.
Incidents, problems and disputes	Supports resolution of supplier related incidents, problems, or unsatisfactory performance. Resolves problems or escalates them to more experienced colleagues.

Knowledge/Skills

Knowledge/Skills Components

Title	Depth	Details	Type
Attention to Detail		Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.	Behavioural Skills
Verbal Expression		Communicating effectively using the spoken word.	Behavioural
Written Expression		Communicating effectively in writing, such as reports and via emails.	Behavioural
Teamwork		Working collaboratively with others to achieve a common goal.	Behavioural
Configuration Management	Aware of	The discipline that gives precise control over IT assets and components by recording and maintaining information about the ‘configuration items’, including hardware devices, computer programs, software licences, documentation, network devices, and data centre facilities (virtualised and static).	Technical Knowledge and Skills
Infrastructure Architecture	Aware of	The frameworks and principles on which networks, systems, equipment and resources are based both on premises and cloud based.	Technical Knowledge and Skills
Networking and Communications	Familiar with	The planning and management of the interaction between two or more networking systems, computers or other intelligent devices.	Technical Knowledge and Skills
Operating Systems	Familiar with	System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration.	Technical Knowledge and Skills
Programming Languages	Familiar with	A set of codes and syntax (supported by software tools) that enables the unambiguous translation of specified functionality into source code for the creation of computer programs.	Technical Knowledge and Skills
Corporate, Industry and Professional Standards	Aware of	Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.	Technical Knowledge and Skills
Telecommunications Protocols	Familiar with	Rules for the inter-operation of networking components.	Technical Knowledge and Skills
Business Continuity Planning	Aware of	Methods and techniques for risk assessment, business impact analysis, establishment of countermeasures and contingency arrangements relating to the serious disruption of IT services.	Technical Knowledge and Skills
Third Party IT Products and Services	Familiar with	The IT products and/or services supplied to own organisation by external suppliers.	Technical Knowledge and Skills
Network Traffic Analysis	Aware of	Methods and techniques for the capture of traffic information (packet level) and the forensic analysis of this information into its constituent elements.	Technical Knowledge and Skills
Cloud/Virtualisation	Familiar with	The principles and application of cloud/ virtualisation (including ownership, responsibilities and security implications). Use of tools and systems to manage virtualised environments.	Technical Knowledge and Skills
Wi-Fi	Aware of	The principles, functions and operation of Wi-Fi components, routers, hubs and repeaters and the installation of Wi-Fi hot spots with appropriate use of security and encryption techniques.	Technical Knowledge and Skills
Communications Modelling Tools	Aware of	Tools and techniques (manual or automated) that can be used to plan or document an understanding of the design, structure, relationships and usage of networks.	Technical Knowledge and Skills
Safe Installation Practice	Aware of	The knowledge and ability to install and maintain hardware systems to operate within their planned specification in a way that ensures they are safe to use by those authorised to work with them.	Technical Knowledge and Skills
Network Data Security	Aware of	Network security and threat mitigation, including physical, electronic, firewalling, encryption, access, and authorisation; protecting data at rest and in transit; defending against viruses and malware; the impact of Big Data; and the integration of robust security controls into enterprise services and policies.	Technical Knowledge and Skills
Infrastructure/System Security	Familiar with	The security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components, and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents affecting system hardware, software and other infrastructure components.	Technical Knowledge and Skills
Service Level Agreements	Familiar with	The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services.	Other Knowledge and Skills
Contract Management	Aware of	Methods and techniques for managing contracts to ensure that suppliers adhere to agreed contract requirements.	Other Knowledge and Skills

Training Activities

Training Components

Title	Details
Program Design Methods and	Programming or system development methods (e.g. structured program design).
Software Configuration	Installation, configuration and tuning of applications or systems software.
Wide Area Networks	Features and characteristics of networks configured over a wide area i.e. beyond the geographical boundaries of a single site.
Local Area Networks	Features and characteristics of local area networks relevant to installation and support of hardware and software components.
Security Awareness	Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
User Interface Design	Principles, practices, tools and techniques for user interface design and the creation of graphical user interfaces that make user interaction with systems, software, and applications as simple and efficient as possible.

PDAs

PDA Components

Title	Details
Deputising	Standing in for supervisor or manager on a temporary basis during periods of absence.
Job Shadowing and Special Assignments	Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Gaining Knowledge of Employing Organisation	Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.
Gaining Knowledge of Surrounding Technical Areas	Gaining knowledge of IT activities in employing organisation external to own function.
Research Assignments	Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Involvement in Professional Body Activities	Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
Communications	Undertaking learning and practice in oral and written communications, including report writing and presentation.

Qualifications

Qualification Components

Title	Awarding Body
Registered IT Technician (RITTech)	BCS – The Chartered Institute for IT
FEDIP Practitioner	FEDIP

Organisation Skills

Framework » Organisation Category » Subcategory	Skill Name and Description	Level
DDaT » IT Operations	IT Operations – Coding and scripting (infrastructure engineer) You can understand the limitations of software or product technology, and why coding is important. You can prototype code, but you won’t necessarily have to make production-ready code. You can talk to developers and know when to switch code. You can understand security, accessibility and version control.	1 – Awareness You can show an awareness of the scripting tools and software that are available and currently in use. You can understand how the internet works.
DDaT » IT Operations	IT Operations – Information security You can maintain the security, confidentiality and integrity of information systems through compliance with relevant legislation and regulations. You can design, implement and operate controls and management strategies to allow this.	1 – Awareness You can discuss information security and the security controls that can be used to mitigate security threats within solutions and services.
DDaT » IT Operations	IT Operations – IT infrastructure You can support, design and implement infrastructure technologies and solutions. These can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open-source packages and solutions. They can also include virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).	2 – Working You can build, configure, administer and support infrastructure technologies and solutions. These technologies and solutions can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open- source packages and solutions. They can also include virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).
DDaT » IT Operations	IT Operations – Modern standards approach You can apply a modern standards approach throughout automation and testing.	2 – Working You can explain the most important principles of a modern standards approach and how they apply to the work you are undertaking. You can apply these principles under guidance.
DDaT » IT Operations	IT Operations – Ownership and initiative You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.	2 – Working You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
DDaT » IT Operations	IT Operations – Problem management You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.	1 – Awareness You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.
DDaT » IT Operations	IT Operations – Service focus You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.	2 – Working You can take inputs and establish coherent frameworks that work.
DDaT » IT Operations	IT Operations – Systems design You can create the specification and design of systems to meet defined business needs. You can work with business and technology stakeholders to translate business problems into technical designs. You can visualise the ideal user service and come up with design ideas and possible design approaches. You can effectively explore different approaches to solving problems.	2 – Working You can translate logical designs into physical designs. You can produce detailed designs. You can effectively document all work using required standards, methods and tools, including prototyping tools where appropriate. You can design systems characterised by managed levels of risk, manageable business and technical complexity, and meaningful impact. You can work with well-understood technology and identify appropriate patterns.
DDaT » IT Operations	IT Operations- Systems integration You can identify integration points between systems and processes, designing data contracts and communication between the components. You can make use of modern design patterns that reduce risk and complexity where possible. You can perform integration tests as part of the development process, drawing on suitable testing frameworks and methodologies.	2 – Working You can build and test simple interfaces between systems. You can work on more complex integration as part of a wider team. (
DDaT » IT Operations	IT Operations – Technical understanding You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.	2 – Working You can understand the core technical concepts related to the role and apply them with guidance.
DDaT » IT Operations	IT Operations – Testing You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.	1 – Awareness You can correctly execute test scripts under supervision. You can understand the role of testing and how it works.
DDaT » IT Operations	IT Operations – Troubleshooting and problem resolution You can think laterally to break a problem down into its component parts to identify and diagnose root causes, allowing problem resolution. You can troubleshoot and identify problems across different technology capabilities that can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open-source packages and solutions. They can also include virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).	2 – Working You can troubleshoot and identify problems across different technology capabilities.

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level

DDaT » IT Operations

IT Operations – Coding and scripting (infrastructure engineer)

You can understand the limitations of software or product technology, and why coding is important. You can prototype code, but you won’t necessarily have to make production-ready code. You can talk to developers and know when to switch code. You can understand security, accessibility and version control.

1 – Awareness

You can show an awareness of the scripting tools and software that are available and currently in use. You can understand how the internet works.

DDaT » IT Operations

IT Operations – Information security

You can maintain the security, confidentiality and integrity of information systems through compliance with relevant legislation and regulations. You can design, implement and operate controls and management strategies to allow this.

1 – Awareness

You can discuss information security and the security controls that can be used to mitigate security threats within solutions and services.

DDaT » IT Operations

IT Operations – IT infrastructure

You can support, design and implement infrastructure technologies and solutions. These can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open-source packages and solutions. They can also include virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).

2 – Working

You can build, configure, administer and support infrastructure technologies and solutions. These technologies and solutions can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open- source packages and solutions. They can also include virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).

DDaT » IT Operations

IT Operations – Modern standards approach

You can apply a modern standards approach throughout automation and testing.

2 – Working

You can explain the most important principles of a modern standards approach and how they apply to the work you are undertaking. You can apply these principles under guidance.

DDaT » IT Operations

IT Operations – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations

IT Operations – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

1 – Awareness

You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

DDaT » IT Operations

IT Operations – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations

IT Operations – Systems design

You can create the specification and design of systems to meet defined business needs. You can work with business and technology stakeholders to translate business problems into technical designs. You can visualise the ideal user service and come up with design ideas and possible design approaches. You can effectively explore different approaches to solving problems.

2 – Working

You can translate logical designs into physical designs. You can produce detailed designs. You can effectively document all work using required standards, methods and tools, including prototyping tools where appropriate. You can design systems characterised by managed levels of risk, manageable business and technical complexity, and meaningful impact. You can work with well-understood technology and identify appropriate patterns.

DDaT » IT Operations

IT Operations- Systems integration

You can identify integration points between systems and processes, designing data contracts and communication between the components. You can make use of modern design patterns that reduce risk and complexity where possible. You can perform integration tests as part of the development process, drawing on suitable testing frameworks and methodologies.

2 – Working

You can build and test simple interfaces between systems. You can work on more complex integration as part of a wider team. (

DDaT » IT Operations

IT Operations – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

DDaT » IT Operations

IT Operations – Testing

You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.

1 – Awareness

You can correctly execute test scripts under supervision. You can understand the role of testing and how it works.

DDaT » IT Operations

IT Operations – Troubleshooting and problem resolution

You can think laterally to break a problem down into its component parts to identify and diagnose root causes, allowing problem resolution. You can troubleshoot and identify problems across different technology capabilities that can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open-source packages and solutions. They can also include virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS).

2 – Working

You can troubleshoot and identify problems across different technology capabilities.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

Summary

Background

Background Components

Work Activity Components

Knowledge/Skills

Knowledge/Skills Components

Training Activities

Training Components

PDAs

PDA Components

Qualifications

Qualification Components

Organisation Skills

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