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Technical Administrator

2 months ago

Manchester, United Kingdom NEC Full time
Job Description

The Technical Administrator will play a crucial role in supporting the deployment and recovery of devices provided by the Device Managed Service to Greater Manchester Police.

This position involves close collaboration with customers and NEC colleagues at the GMP Openshaw Complex.

The Technical Administrator will report to the Contract Manager and work under the direct supervision of the Senior Engineer, as part of a Managed Service Team supporting the Force.

Main Responsibilities
  • Contribute to the development and maintenance of procedures and guidance notes for SSS Public Safety and GMP, providing support and guidance as needed.
  • Support the Contract Manager in delivering contracted services as outlined in the DMS contract.
  • Manage deliveries, collect parcels, and ensure they are passed to relevant team members.
  • Audit and manage local and deployed assets to ensure accurate stock levels, utilizing asset management tools.
  • Provide customer support at the reception area and direct customers to relevant team members.
  • Handle hardware returns to suppliers for disposal or repair, in conjunction with colleagues.
  • Participate in managed service responses to support incidents, operations, and exercises.
  • Assist in delivering small projects, upgrades, and work packages as required.
  • Deal with customers and visitors requiring on-site assistance, such as device replacement items, advice, and support queries.
  • Perform administrative tasks, including goods in/out, order processing, and following SSS Public Safety procedures.
  • Provide Management Information on SLA and KPI performance to the Contract Manager.
  • Support the Contract Manager in delivering contracted services as outlined in the RMS contract.
  • Manage incident resolution and closure, liaising with the SSS Public Safety service desk as necessary.
  • Manage hardware assets supported under the managed service contract.
  • Support the Contract Manager and Senior Engineer as needed, in line with the role's responsibilities.
  • Establish divisional liaison with users, both locally and remotely, to understand their requirements and address technical aspects related to telecommunications and special equipment needs.
  • Configure mobile hardware before deployment to users.
  • Support the helpdesk with device configuration as required.
Secondary Responsibilities
  • Support the Mobile Device team in the following areas:
  • Processing Leavers – Updating systems/factory reset of devices/return to stock
  • Faulty Mobiles – Updating systems/factory reset and sending to third parties
  • Replenishing Stock on Division – ensure divisions have stock and updating systems.
  • Ad Hoc Mobile tasks as when free – helping with new starters, tech refresh, and similar activities.

This role requires a strong understanding of technical administration and device management, with excellent communication and problem-solving skills. The successful candidate will be able to work effectively in a fast-paced environment and provide exceptional customer support.