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Field Support Technician

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Kilmarnock, United Kingdom Scottish Prison Service Full time

The Field Support Technician carries out a wide and diverse range of activities such as completing service desk requests, troubleshooting issues with PC laptops and desktops, supporting colleagues in their use of software, sourcing and addressing connection issues and ensuring that devices are optimised against cyber security threats. The candidate will also work closely with the wider Digital Services team to ensure operational consistency across the SPS.

We’re looking for someone with great communication skills who will act as the first point of contact for colleagues accessing our IT services. You’ll have practical experience of working in a support environment, be comfortable with the rapid pace of change in IT, able to work on your own initiative as well as being a great

Applicants are invited to submit CV applications which will be assessed for evidence of the essential criteria as indicated in the applicant pack.

Duties will include:

Install and configure workstation equipment to include both desktops and laptops. Partners with other Digital Services team members to maintain security of the organisation’s computer systems. Diagnose and troubleshoots end user computing problems including analysing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved. Monitor the use of SPS applications and review user access to ensure it is relevant to each post holder’s role, ensuring to highlight any violations. Clear communication verbally and in writing to all levels as you will be representing Digital Services from an establishment perspective. As part of the field support team, you will also be committed to the highest standards of service, working and communicating well within a team. Co-ordinate and take responsibility for the planning and management of major changes within the establishments (Desktop upgrades, phone rollouts, etc)

You will have the following:

Minimum of five National 5 (or equivalent) qualifications, including English and Mathematics or relevant experience. Experience deploying, maintaining, and troubleshooting various IT assets such as printers, VoIP devices and AV equipment. Experience supporting and maintaining common desktop applications and services (such as MS Office, O, VPN clients, video conferencing and endpoint protection). Good numeracy skills including the ability to analyse and interrogate a wide range of information.

Benefits on offer include (but are not limited to):

An attractive Civil Service Pension – employer contributions of 27.1% Hybrid working policy – supporting flexibility in work arrangements Ongoing professional development Opportunity for progression Annual Leave – 34days rising to 42days Sick Pay Discounts on High Street stores, supermarkets and restaurants through our partners at Blue Light Card, Edenred and Civil Service Sports Council