ICT Engineer

ERSOU (Eastern Region Special Operations Unit); Stevenage; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Flexi time

Blue Light Card discounts

Dedicated CTP training

24/7 access to an Employee Assistance Programme

Networking group involvement

Job summary

A regional special operations unit is seeking a technical engineer to provide desktop and field support. The role involves managing hardware-related issues and requires cryptographic device support. Candidates should have experience with Windows systems and tools like SCCM. This position offers flexible work options and the opportunity for professional development.

Qualifications

• Experience with hardware and remote assistance management.
• Ability to manage user expectations and form good working relationships.
• Proven track record in ITIL alignment.

Responsibilities

• Provide technical desktop and field engineering assistance.
• Manage and take ownership of all outstanding faults.
• Support and deliver ERSOU based requirements.
• Travel to multiple sites across the Eastern Region and National HQ as needed.

Skills

Windows based Operating Systems

Active Directory

MS Office products

Remote assistance tools

Desktop PCs including Laptops and handheld devices

LaserJet printers & scanners

Cryptographic devices and key materials

Tools

SCCM

Service Now

Job description

Job Overview

This exciting role will provide technical desktop and field engineering assistance to the National Desktop & Field Team Leader, the wider Customer Service Centre (CSC) and National Counter Terrorism Policing ICT Project teams in the daily management of all hardware related issues and requests. Additionally, cryptographic device support will be a vitally important part of this role and will require Developed Vetting status.

Additionally, the successful candidate will work closely with all regional ICT units to support and deliver ERSOU based requirements.

The right candidate will additionally provide assistance to the Team leader in pro-actively seeking to improve upon all aspects of the current Field Support processes and knowledge base, working towards a leaner and more efficient system of operation. The department has a strong ITIL alignment and a proven track record in this area would be extremely valuable.

The candidate will be expected to take the initiative with establishing excellent working practices and processes within this field and to bring experience of how best to go about hardware and remote assistance management utilising toolsets such as SCCM and Service Now.

The main hardware within this portfolio is largely off the shelf equipment, however training will be given. The right candidate will be required to manage and take ownership of all outstanding faults, liaising with affected parties and resolver groups to provide effective resolutions within agreed service level agreements. Being able to translate complex technical issues into everyday vernacular is crucial, as is the ability to manage user expectations and to form good working relationships with senior users.

The role holder will be required to travel to multiple sites across the Eastern Region and at the National HQ within Birmingham, with the occasional overnight stay, as required.

Essential Skills

• Windows based Operating Systems
• Active Directory
• MS Office products
• Remote assistance tools and processes
• Desktop PCs including Laptops and handheld devices
• LaserJet printers & scanners
• Cryptographic devices and key materials

Desirable Skills

• SCCM
• Service Now

ERSOU – Who we are and what we do

ERSOU is the Eastern Region Special Operations Unit, that oversees and delivers a regional level response to Serious and Organised Crime, and Counter Terrorism Policing for the Forces in the Eastern Region. ERSOU is made up of both Officers and Police Staff from across the entire region and works closely with the 7 Forces and National Partners. The departments are unique, in that they offer opportunities to work and develop individuals professionally in specialist areas, often delivering capabilities that are provided by local forces.

What we offer

• Flexi time
• Blue Light Card discounts
• Opportunity to undertake nationally recognised Intelligence Professionalisation Programme (IPP)
• Dedicated CTP training for your role
• 24/7 access to an Employee Assistance Programme
• Opportunity to get involved with networking groups such as the Network of Women, LGBTQ+, Parent & Carers and Health & Wellbeing

Additional Information

As a Disability Confident leader, we take personal responsibility to help create an inclusive workplace, where police officers and staff respect one another, feel valued for their differences and can be themselves. We are committed to providing workplace adjustments, wherever needed so everyone feels welcome and can flourish. If you have a disability and you meet the minimum criteria for the position you are applying for, you will be entitled to an interview under the ‘Offer an Interview Scheme’.