Digital Services - Field Engineer

Medirest Signature; Leek Wootton; On-site; GBP 32,000 - 38,000; Full time

Job summary

A leading company in the digital services sector seeks a Field Engineer to provide local and remote support to Warwickshire Police. Responsibilities include resolving IT issues, maintaining user satisfaction, and developing technical skills. Ideal candidates will have strong communication skills, a sense of empathy, and hands-on experience in technical support.

Qualifications

• Experience providing hands-on technical support to end users.
• Familiarity with police-specific applications, such as Athena and Storm.
• Proven experience in a customer service support environment.

Responsibilities

• Provide technical problem analysis and resolution for support tickets.
• Maintain and develop technical knowledge of emerging technologies.
• Participate in hardware rollouts and new standard builds.

Skills

Good written communication

Empathy / emotional intelligence

Problem solving

Coaching/training others

Ability to explain technical issues simply

Producing technical documentation

Team working

Education

A levels or a level 4 qualification, plus GCSEs in Mathematics and English Language

ITIL foundation certificate in IT Service Management

Tools

Windows

Office 365

Cisco

InTune

Active Directory

Service management applications

Job description

Digital Services - Field Engineer

Leek Wootton

Permanent

Full Time

£32,247.00 - £37,692.00

The closing date for this post is 12 noon on 23rd June 2025.

Those currently eligible on the redeployment register will be given prior consideration.

*IMPORTANT NOTE: Once you have completed the online application, please email your CV's through to [e-mail]

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.

Main Responsibilities:

To provide technical problem/issue analysis and resolution for allocated tickets to officers and staff throughout the force.

To proactively own allocated tickets, updating information about actions taken so that the portal enables the end user to be kept informed.

To escalate any complex incidents or problems outside own expertise to the appropriate supplier/partner, provide any supplier escorts onsite and maintain proactive ownership of the issue through until resolution.

To ensure that the end user(s) satisfaction is sought prior to closing any allocated tickets, and that any residual issues are addressed with the EUC Manager and/or 1st or 2nd Line Team Leader.

To maintain and develop own technical knowledge and emerging technologies that could be of potential use within 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 improve and augment the team knowledgebase so that information on resolutions and workarounds can be re-used for efficiency.

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 ensure that any non-standard user requests are shared with the EUC 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 undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

To take part in the Field Engineer on call rota, to provide onsite support out of hours.

Knowledge:

• 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 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 police-specific applications, such as Athena and Storm
• 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 liaising with suppliers on more complex incidents and problems
• Experience of Police specific IT hardware solutions, such as Bodyworn Camera provision and Interview room hardware support

Skills:

• Good written communication
• Empathy / emotional intelligence
• Problem solving
• Coaching/training others
• Ability to explain technical issues simply to non-technical colleagues
• Producing technical documentation
• Team working

Special Conditions:

Regular travel throughout Warwickshire.
Flexitime, but flexibility limited by required rota.
On Call

*IMPORTANT NOTE: Once you have completed the online application, please email your CV's through to [e-mail]