Senior Technical Support Officer - End User Hardware

Avon and Somerset Police; Portishead; On-site; GBP 35,000 - 48,000; Full time

Job summary

Avon and Somerset Police is seeking a Senior Technical Support Officer with specialist expertise in End User Hardware to ensure the smooth operation and support of desktop, laptop and mobile devices across the organisation. You will analyse, install, configure, and maintain hardware, diagnose faults, manage asset lifecycle, and drive improvements in standards and documentation within the IT Directorate.

Strong collaboration, problem-solving, and ITIL knowledge are essential for delivering secure

Qualifications

• Proven experience in supporting and managing end user hardware environments.
• Strong technical knowledge of device configuration, maintenance, and troubleshooting.
• Familiarity with ITIL processes and service delivery standards.
• Excellent problem-solving and analytical skills.
• Ability to work collaboratively across teams and manage performance outcomes.
• Strong communication and consultation skills.
• Commitment to continuous improvement and innovation.

Responsibilities

• Provide expert support and development for end user hardware
• Install, configure, and maintain devices to agreed standards
• Diagnose and resolve hardware faults and performance issues
• Manage upgrades, patching, and asset lifecycle
• Monitor service performance and proactively prevent issues
• Contribute to the development of technical standards and documentation
• Liaise with suppliers and provide technical advice across teams
• Support technical projects and deliver solutions aligned with strategic goals
• Share knowledge and create documentation for re-use across the IT Directorate
• Stay current with emerging technologies and industry best practices
• Recommend and implement service improvements and risk mitigation strategies

Skills

End user hardware

ITIL knowledge

Problem solving

Communication skills

Job description

We are looking for a skilled and proactive Senior Technical Support Officer with specialist expertise in End User Hardware to join our IT Directorate. This role is essential in ensuring the smooth operation, development, and support of all end user devices across the organisation.

You’ll be responsible for the technical analysis, installation, configuration, and maintenance of hardware such as desktops, laptops, mobile devices, and peripherals. Your work will help ensure our users have reliable, secure, and high-performing equipment to carry out their roles effectively.

Key Responsibilities

• Provide expert support and development for end user hardware
• Install, configure, and maintain devices to agreed standards
• Diagnose and resolve hardware faults and performance issues
• Manage upgrades, patching, and asset lifecycle
• Monitor service performance and proactively prevent issues
• Contribute to the development of technical standards and documentation
• Liaise with suppliers and provide technical advice across teams
• Support technical projects and deliver solutions aligned with strategic goals
• Share knowledge and create documentation for re-use across the IT Directorate
• Stay current with emerging technologies and industry best practices
• Recommend and implement service improvements and risk mitigation strategies

What We're Looking For

• Proven experience in supporting and managing end user hardware environments
• Strong technical knowledge of device configuration, maintenance, and troubleshooting
• Familiarity with ITIL processes and service delivery standards
• Excellent problem-solving and analytical skills
• Ability to work collaboratively across teams and manage performance outcomes
• Strong communication and consultation skills
• Commitment to continuous improvement and innovation

Why Join Us?

• Be part of a forward-thinking IT Directorate supporting vital police technologies
• Work in a collaborative and inclusive environment
• Access to professional development and training opportunities
• Competitive salary and benefits package
• Make a meaningful impact through technology

Additional Information:

To be eligible to apply for this role you must have a 5 year 'checkable history' in the UK - ideally this means that you would have been resident in the UK for the last 5 years.

About us

Diversity is a strength and individuality is an asset.

We recognise the benefit different life experience and perspectives can bring.

We are on a journey to become the most inclusive police force in the country.

Find out more about our benefits and culture