2nd Line Engineer

Job Purpose

To work flexibly within the 2nd Line Team, providing remote support primarily (onsite where applicable), contributing to an efficient and effective Digital Services customer service, ensuring a quality end to end IT

service to the force.

To provide end users with support and maintenance within the organisation's Digital Services environment.

Main Responsibilities

• To provide a 2nd Line support capability, carrying out appropriate customer incident resolutions, which includes invoking external support as necessary or escalating issues to the 3rd Line Team.
• To work as directed by the Technical Team Leader, to deliver an effective, high-quality service to the organisation and all its customers. Responsible for investigating customer issues in a timely manner and following up directly on recommendations and action plans, escalating to management as appropriate.
• To manage and work with suppliers/partners to deliver an effective & efficient seamless service provision.
• To diagnose faults within Digital Services systems and take appropriate action, escalate (as per appropriate to skill level) ensuring proper recording, investigation and identification.
• To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.
• To support the operation and control of Digital Services infrastructure (Desktop / Server / Mobile etc.) which is required to deliver a support services to the Force (as per skill level requires).
• To adhere to recognised, proportionate and pragmatic DS support practice (incident management, problem solving, customer service, etc.).
• To be familiar with and support the aims and objectives of the team and department, contributing to the overall vison of the organisation.
• To take individual responsibility for fully understanding and acting upon situations that require the pursuit of purpose over process.
• To ensure the asset register & software library are updated according to standard procedures.
• To assist with project work where necessary to provide new functionality for Officers and Staff.
• To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
  
  

Special Conditions

Occasional travel throughout Warwickshire.

Shift pattern hours 08:00-17.30

Knowledge

Person specification:

• A levels or a level 4 qualification, plus GCSEs in Mathematics and English Language.
• ITIL foundation certificate in IT Service Management, or similar.
• Knowledge of relevant IT technologies and applications their use and application.
• Proven knowledge, acquired through hands-on experience, in a customer service support environment for deskside systems.
  
  

Experience

• Experience providing remote technical support to end users.
• Experience administering and supporting a range of common technologies (e.g. Windows Desktop & Server, MS Office, etc.).
• Familiarity with police-specific applications, such as Athena and Storm.
• Familiarity with applying required security practices within an IT support role.
• Experience using IT support tools and systems, including service management applications.
• Experience liaising with suppliers on more complex incidents and problems.
  
  

Skills

• A positive “can do” attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice.
• A commitment towards delivery quality customer service to internal and external customers.
• Ability to remain calm and controlled and maintain high performance within a mission critical service delivery environment.
• Excellent written and verbal communications skills.
• Ability to work within a multi-discipline team responsible for supporting key technologies.
• Requires a high level of accuracy and attention to detail.
• Demonstrable flexible approach to work, high level of self-motivation.
• Ability to quickly absorb and understand the technical aspects of any new IT technologies.
• Producing technical documentation.
• Team working.