IT Support Engineer
1st / 2nd Line Support
Luton – on site Monday – Friday 9am – 5:30pm (on-call rota)
£30,000 per annum
Highly motivated and skilled IT 1st / 2nd Line Support Engineer required for leading client based in Luton to be the first point of contact for IT incidents, requests and service-related issues, providing both technical support and troubleshooting expertise in a fast-faced, ITIL driven environment. In addition, you will liaise with all members of the IT department to ensure that tasks that cannot be personally completed are escalated to the appropriate party, with a view to ensuring the swift resolution of faults.
This position offers opportunities for growth and development within a rapidly evolving IT organization and would be suitable for someone looking for their first or second role in IT or someone newly qualified/graduated from college or university in related field.
Main duties:
Act as the first line of support for IT incidents and service requests. Log and track incidents through the ITSM tool, ensuring they are classified and prioritised correctly.
Resolve incidents within agreed SLAs, to minimising the disruption to systems critical to the operation.
Escalate unresolved issues to 2nd/3rd line and resolver teams while ensuring effective communication and follow-up until resolution.
Keep incidents and requests up to date with detailed progress notes and communicate with all relevant parties affected by any task in a timely, professional manner.
Provide remote support to end-users on a wide range of IT issues, including hardware, software, and networking problems.
Assist in the monitoring of critical systems and IT services.
Complete daily checks such as backups from the night before.
Update and maintain knowledge base articles and internal documentation to assist with common support requests and to improve the efficiency of the support process.
Provide basic training to users on IT systems, tools, and processes, helping to enhance user experience and productivity.
Provide support for Microsoft and Office 365.
Perform Installations, configurations, setting up of workstations and mobile devices.
To take a pro-active approach in this job role, through monitoring the performance of systems and making regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems.
Be responsible for the day-to-day delivery of first-line support to the organisation
Provide out of hours support to the airport userbase as part of a Rota
Key requirements:
Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Cherwell) for logging, tracking, and resolving incidents and service requests.
Understanding of ITIL processes, particularly Incident, Service Request, and Knowledge Management.
Knowledge of basic networking concepts, hardware troubleshooting, operating systems (Windows, MacOS, Linux), and software applications.
Experience with Active Directory, Office 365, Microsoft Exchange, and standard desktop applications (MS Office, Teams, SharePoint).
An ambition to constantly learn new skills to advance own knowledge and gain formal qualifications, with an understanding that study time outside of working hours may be required for career development.
A well organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines to deliver the desired results.
A very good team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service focused approach.
The ability to work alone using own initiative and managing support calls to a high standard.
Strong problem-solving skills and the ability to prioritise tasks effectively.
Excellent verbal and written communication skills, with the ability to interact confidently with end-users at all levels to maintain department’s commitment to customer excellence.
Interested? Please submit your updated CV to Lucy Morgan at Crimson or immediate consideration.
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The IT & Digital department is responsible for the force’s adoption and use of information and digital technology.
The department consists of three core functions as follows:
Architecture Management (responsible for identifying and selecting the right technologies for the force)
Delivery Management (responsible for delivering and implementing the right technologies for the force)
Service Management (responsible for managing and maintaining all live, operational technology for the force)
The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals). This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the ‘live’ environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.
Responsible for investigating and resolving incidents/problems remotely and on site, fulfilling requests by working with the customer, other technical experts and third parties. Take ownership of issues, including documentation and progress updates are made
Installs and configures basic hardware system components and devices (including end-user computers, and mobile devices, whether physical or virtual) as required
Ensure that incidents and requests are handled according to agreed procedures, making judgments on the best approach to handle an issue in the most expedient way so that service delivery meets agreed service levels and customers are operational as quickly as possible
Monitor the progress of Incidents and Requests that have been escalated to the external supplier and where necessary chase or escalate ensuring the customer is kept up to date with any progress. Liaise directly with external suppliers and engineers in connection with on-site visits and deployments to Police locations. Ensure that they have the necessary support from our technical teams, tools and access requirements for to be able to support their products and services
Work alongside the IT Specialist engineer to complete new office installations, office moves, new technical installations site surveys. This may include moving existing IT assets around the or the installation of new technology to the customer requirements and to ensure health and safety, site, IT security and quality standards are met
Promote the proper use of Asset and stock management as a whole
Monitoring Health and Safety issues and raise issues where appropriate
Promote the forces diversity agenda and be its champion within the team
Champion good ideas to management through Continuous Service Improvement
Training:Information Communications Technician Level 3 Apprenticeship Standard:
The successful candidate will undertake an eighteen-month, nationally recognised qualification through TDM. This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter working towards the qualification along with weekly off the job training and monthly coaching sessions.
You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification.
You will have a designated mentor in the workplace to support your learning and at the end of programme will be assessed via an external assessment body.
This is a Level 3 qualification.
Knowledge Areas Include:
Hardware and Networking
Software and Security
ICT Administration
Training Outcome:Potential for progression onto a degree programme or permanent position.Employer Description:West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million.Working Hours :Monday - Friday shifts to be confirmedSkills: Communication skills,Customer care skills,Attention to detail,Problem solving skills,IT skills,Initiative,Team working,Analytical skills....Read more...
Act as initial point of contact within ICT for all incidents and requests from users within the Services and always provide an extremely customer focused service to all users
This includes proactively managing calls, setting appropriate priorities to ensure work is completed in line with Service Level Agreements (SLA) ensuring customer expectations are managed throughout. Escalate workload issues to ICT Support Team Leader for resolution
Allocate calls to internal ICT support groups and 3rd party organisations responsible for providing support services and ensure they respond to such calls in line with established Service Level Agreements. Escalate all breaches of SLAs to line manager
Ensure all documentation (for example asset registers) relating to software, hardware and firmware assets, including information relating to the configuration items, their dependencies and relationships are accurate, complete and up to date
Ensure that accurate records to track them through their lifecycle are maintained
Adhere to all operational processes and procedures that cover all areas of the ICT Support Team’s responsibilities to ensure compliance with ISO 27001 and ITIL standards
Ensure required records kept are complete, current and accurate
Required to work flexibly and regularly at Cambourne Fire Station and at all sites of both Cambridgeshire & Bedfordshire Fire Services and regularly work from home assisting and shadowing and learning the role of a User Support Engineer to provide a very responsive ICT support service to all end users
To carry out hardware installs including, laptops, mobile phones, alerters, tablets
To undertake any other duties of a similar level and responsibility as may be required
To attend such training/personal development courses as may be considered necessary
The post holder is required to comply with relevant health and safety legislation and the Service policies and procedures of Cambridgeshire and Bedfordshire Fire and Rescue Services in the performance of his/her duties
This includes the requirement to take reasonable care of themselves and others affected by their work activities, use equipment correctly and apply safe-working practices effectively, to remove or minimise risk of accident, injury or ill health
Practice and promote equality and diversity and the fair and equitable treatment of all staff and customers within the scope of the post
To support and participate in the formulation of standards and procedures for quality management and customer care expectations
Attending college for set period per week (usually 1 day) and completing all course work in the set time provided
Training:Information Communications Technician Level 3 Apprenticeship Standard:
Programme:
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Information Communications Technician standard
The training covers the following core occupational duties:
https://www.instituteforapprenticeships.org/apprenticeship-standards/information-communications-technician-v1-2Training Outcome:
The successful apprentice will be employed on a fixed-term contract for 2 years. During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined classroom-based training, workplace assessment/training and online learning, at the end of which you will have the ability to work as a qualified IT Support Technician
Employer Description:CFRS is one of the best fire and rescue services in the UK – but don’t take our word for it. Our recent His Majesty's Inspectorate for Constabulary and Fire and Rescue Services (HMICFRS) highlighted our positive culture, our dedication to developing our people and the things we do to promote inclusion across the service. The Service is dedicated to delivering an outstanding service to the communities we are proud to serve.
You don't have to wear a firefighter's uniform and run into burning buildings to play an important role in the Service. A role in our support functions offers the chance of build a challenging, rewarding career and the opportunity to give something back to the community. We’re a modern and progressive place to work and promote the right values and welcoming culture by:
• Ensure transparency and fairness in everything we do.
• We’re proud to be a Disability Confident employer.
• We provide health and wellbeing support for everyone in the service.
• We have inclusion ambassadors and established working groups for protected characteristicsWorking Hours :Monday - Friday, Shifts to be confirmedSkills: IT skills,Organisation skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working,Initiative....Read more...
