Senior Technical Support Specialist

1 week ago

United Kingdom Red Snapper Recruitment | Public Safety Full time

Red Snapper Recruitment are recruiting for a Specialist Technical Support summary of the role purpose and employer

Location: Hindlip

Contract: Permanent

Work hours: 37 hours per week – Full time

Salary: £42,005

Vacancies: 1

Main duties and responsibilities

  • The main purpose of the role is to work 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.
  • To provide level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
  • 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.
  • To manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required.
  • 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.
  • To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
  • To diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution.
  • 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.
  • 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.
  • To be familiar with and support the aims and objectives of the team, department, contributing to the overall vison of the directorate and organisation.
  • To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
  • To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
  • To delegate for the Specialist Technical Support Level.4 as required.

Person Specification

  • 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 developing (DevOps) in Power Apps / Automate and M365 and experience of developing (DevOps) in RPA is desirable
  • To lead a team, managing their welfare and development and ensuring high levels of motivation. To monitor and manage the performance of the team, identify and address issues and improve team/individual performance, ensuring adherence to professional standards.
  • To assess individual capabilities and development needs and agree appropriate development plans to enable high performance and potential progression. To co-ordinate the work of the team, directing activities, and monitoring progress and managing competing demands and priorities to ensure the best use of available resources.
  • To supervise and monitor the handling of information and record keeping, ensuring alignment with legislation, policies and guidance. To monitor and report on team expenditure to ensure the efficient use of available budgets and maximise value for money.

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

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.

Red Snapper Recruitment 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.

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