Specialist Technical Support – Level 3

RSR is a public safety & enterprise security recruitment specialist. We assist public safety employers find the right talent. We assist all employers when they want to source public safety and enterprise security skills and experience.

We are currently recruiting for a Technical Support Assistant (Level 3) to work on a permanent contract with a local police force based near Worcester.

The role has a starting salary of £42,005 - This salary includes a 5% market supplement which is reviewed annually.

This is a hybrid working role.

Role overview:

Working as a member of the Specialist Technical Support Team and providing some local supervision of work colleagues as required, contributing to an efficient and effective Customer Service, ensuring a quality end to end ICT Service for West Mercia Police.

To provide a high level of technical support across West Mercia Police, both to internal customers and to external customers ensuring the department is offering the best level of service in terms of ICT services, specialist applications and equipment.

Main Responsibilities:

1. To provide level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.

2. 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 for resolution.

3. To manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required.

4. To provide 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.

5. To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).

6. To diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution.

7. 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.

8. To technically support the operation and control of the ICT estate as required to maintain, deliver and support IT services and products to meet the needs of the force.

9. To be familiar with and support the aims and objectives of the team, department, contributing to the overall vison of the directorate and organisation.

10. To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.

11. To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

12. To delegate for the Specialist Technical Support Level.4 as required.

Knowledge:

• ICT (Level 5) professional qualification or equivalent ICT qualification.

• Professional Management qualification (Level 5), or equivalent.

• ITIL certification in IT Service Management, or similar.

• Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v4.

• 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.

Experience of using Microsoft Software applications including Outlook and Word

Experience:

• 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, various OS environments and Business applications.

• Ability to drive complex application recoveries in a high pressured area.

Why work for this client?

28 days Annual leave (increasing to 33 after 5 years’ service) + bank holidays

Generous pension scheme

Health and wellbeing, occupational health services, staff networks and an Employee Assistance Programme.

Police Mutual, affordable private healthcare and other savings.

Gym membership discounts.

Discounts on Electric Vehicles and Cycle to work scheme.

Register for a Blue light card – over 15,000 discounts from large national retailers.

If you would like to be considered for this position and have the relevant experience, then please send your CV to martin.cookson

Due to the high volume of applications we receive, if you do not hear from us within 7 working days, your application has been unsuccessful.

If this role is not for you but you do know somebody who would be interested, please feel free to refer them to us! We have a “Refer A Friend” bonus scheme and we will reward you retail vouchers for any referrals who are not already known to us and are successfully placed!

Red Snapper Justice is a member of the Red Snapper Group.

The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.

The Red Snapper Recruitment Group is an equal opportunities employer