Digital Services - Field Engineer
Permanent
Full Time
£IMPORTANT NOTE: Once you have completed the online application, please email your CV\\\'s through to
The main purpose of the role is to provide excellent and highly-responsive local and remote support to Warwickshire Police officers and staff. This may include any aspect of Digital Services provision such as networking, cabling, telephony, systems administration, configuration, end user devices, and software.
To provide technical problem/issue analysis and resolution for allocated tickets to officers and staff throughout the force.
To undertake at least half a day a week on the service desk, and regularly exchange information and knowledge with Support and Service Desk colleagues for the greater good.
To adhere to recognised, proportionate and pragmatic good DS support practice (incident management, problem solving, customer service, etc.).
To follow and propose improvements to all documented support processes (e.g. starters, movers and leavers, and asset management).
To attend the designated location(s) for the hours and duties as provided in the rotas set by the EUC Manager and 1st or 2nd Line Team Leader.
To help identify problems arising from common incidents and ensure that they are fed through the appropriate channels for further consideration.
To ensure that any identified usage difficulties suggesting a training need are shared with the Service Operations Manager for further consideration and appropriate action.
To contribute to designated improvement projects, such as hardware rollouts, new standard builds, etc.
To properly support and help develop and cross-train 1st & 2nd Line Engineers and Apprentices when working in the field or otherwise participating in non-desk activity.
To update the DS asset management register with any DS assets that are acquired, issued, moved, or decommissioned, and to participate in any DS asset audits.
To take part in the Field Engineer on call rota, to provide onsite support out of hours.
A levels or a level 4 qualification, plus GCSEs in Mathematics and English Language
ITIL foundation certificate in IT Service Management, or similar
Proven knowledge, acquired through hands-on experience, in a customer service support environment for deskside systems
Experience providing hands-on technical support to end users
Experience administering and supporting a range of common technologies (e.g. Windows, Office 365, Cisco, InTune, Active Directory,Sailpoint etc.)
Experience building, issuing, tracking, and fixing end user and networking equipment
Familiarity with applying required security practices within an ICT support role
Experience using IT support tools and systems, including service management applications and monitoring tools
Experience of Police specific IT hardware solutions, such as Bodyworn Camera provision and Interview room hardware support
Empathy / emotional intelligence
Coaching/training others
Regular travel throughout Warwickshire.
Flexitime, but flexibility limited by required rota.
IMPORTANT NOTE: Once you have completed the online application, please email your CV\\\'s through to