Technical Support (Level 4)
Fixed Term Contract (until 31.03.2021)
Please also note that all candidates must have UK residency for the last 3 years for vetting purposes
The main purpose of the role is to work flexibly within the Technical Support Team or Solutions Delivery Team, contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service.
To provide a high level of technical support across both to internal customers and to external customers. To continually innovate in order to ensure the department is offering the best level of service in terms of services and equipment.
This includes working on the network, hardware and software in support of the delivery of all agreed ICT services.
To provide a Level 4 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
To work, as directed by the Team Leader, to deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans.
To provide any required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
To diagnose faults within technical systems and take appropriate action, escalate (as per appropriate 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 technically support the operation and control of the ICT infrastructure required to deliver and support IT services and products to meet the needs of the force (as per skill level requires).
To lead a team, managing their welfare and development and ensuring high levels of motivation.
To monitor and manage the performance of the team, identify and address issues and improve team/individual performance, ensuring adherence to professional standards.
To assess individual capabilities and development needs and agree appropriate development plans to enable high performance and potential progression.
To co-ordinate the work of the team, directing activities, monitoring progress and managing competing demands and priorities to ensure the best use of available resources.
ICT (Level 5) professional qualification or equivalent ICT qualification.
Professional Management qualification (Level 5), or equivalent.
ITIL certification in IT Service Management, or similar.
Significant knowledge of relevant IT technologies and applications their use and application.
Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
Vast experience working within physical and virtual teams, helping to manage workloads.
Substantial experience in problem solving, solutions development and system management.
Significant experience of supporting a diverse user base on both hardware and software related issues.
Complex issue triage, problem investigation and coordination to closure including major incidents.
Significant experience of Microsoft Products, Network, VMware, Storage and Back-up, Storage and various OS environments.
Ability to drive complex application recoveries in a high pressured area.
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.
Ability to apply new ICT innovations to the alliance environment & make recommendations.
Demonstrable flexible approach to work, high level of self-motivation.
Ability to manage the implementation of system upgrades, working with other ICT technical staff, business users and 3rd party suppliers.
Ability to quickly absorb and understand the technical aspects of any new ICT technologies.