Operations and Support Officer (2nd Line IT Support Engineer)

21 Jun 2019
19 Jul 2019
IT, IT Support
Contract Type
Full Time
To provide 2nd line support for all ICT systems and services to customers in line with agreed service levels.
This includes the installation, repair, support and maintenance of all relevant systems and services.
1. Provide 2nd line technical support for all ICT systems and services.
2. To undertake as directed a variety of duties associated with the effective support of the ICT infrastructure including incident and problem management.
3. To undertake site visits in order to effect some repairs.
4. Proactively analyse current systems/services to determine scope for improvement.
5. To plan and oversee the development of operating and administrative procedures for all systems.
6. To identify and escalate incidents that cannot be rectified in-house and thereafter liaise with relevant 3rd party suppliers and contractors.
7. Provide technical advice, guidance and mentoring to other team members, ICT Services and external suppliers to ensure the successful implementation and in life support of projects, existing and new systems.
8. Liaise with technical services and development staff, suppliers and contractors, in respect of new and existing systems, and to assist with any contract management that may be required.
9. Ensure that installation and maintenance of IT infrastructure meets legislation and organisational policy with regard to security, back up, installation, configuration, systems administration and data protection.
10. To monitor the performance of hardware, software and services with a view to identifying problems or issues and reporting them accordingly.
11. To provide services in relation to operations e.g. housekeeping and backup administration.
12. To provide staffing resilience on the National Servicedesk as required.
13. Where required, participate in project work.
14. Observe and promote safe working practices in adherence with Health and Safety, technical and security standards and legislation in respect of all work carried out.
15. Prepare reports and give presentations regarding information technology and systems to internal and external bodies.
16. Will be responsible for assessing and self-managing risk within all aspects of the role.
The above accountabilities and responsibilities are not exhaustive, and the Jobholder may be required to undertake additional duties that are consistent with the level and grading of the role.
HNC or equivalent relevant professional certification in a related computing subject or experience in an infrastructure discipline or relevant experience.
Strong organisational, communication and planning skills.
Excellent customer service skills.
Knowledge of at least one of the following:Data Networks;
Voice Networks; Windows Server Technology; Active Directory; Email Systems;
Data Storage Management;
System Administration;
Virtualisation Technology;
Remote Access Technology;
Application Delivery;
Application Packaging;
ICT and Network Security.
Ability to work with service line management and all relevant stakeholders.
Ability to support and advise the Scottish Police force and Criminal Justice Partners.
Ability to liaise with 3rd party software suppliers, hardware manufacturers and technical solutions.
Proven technical expertise in configuration, installation or implementation of one of the above technologies.
Experience in the use of hardware/software/network monitoring tools.
Experience of developing processes and procedures for service-related technical tasks.
Microsoft Certified Systems Engineer.
ITIL Foundation Certificate.
This full time post is permanent and requires Management Vetting and Security Clearance. You will work 35 hours per week, Monday - Friday 9am - 5pm, with a requirement to be on call 1 week in 4.
The following essential competencies will be used for the selection process:
1. Respect for Diversity
2. Service Delivery
3. Personal Effectiveness
4. Effective Communication
5. Team Working
6. Problem Solving
7. Job Knowledge
The Scottish Police Authority / Police Scotland is committed to positive action in the recruitment and selection of people with disabilities. We guarantee an interview to any applicant who has a disability, as defined under the Equality Act 2010, and who meets the essential criteria for the post. Please regard this as an opportunity to let us help you. Tell us of any aspects which could present difficulties and any suggestions for overcoming these.
Please provide information about your disability, relevant to the post applied for. This information assists us to consider your application on its merits and avoids assumptions being made.
In some cases this information is important in terms of health and safety, access to work locations, or alerting us to any potential needs for aids / adjustments in the workplace.
Please provide dates that you have continuously resided in the UK for the last 5 years. This consists of having the legal right to work in the UK or provide details of your right to work documents.
No CVs please - full application forms must be completed. Please refer to our website via the link attached