Technical Operations Specialist

4 weeks ago


Manchester, United Kingdom NEC Full time

Job Summary

The ideal candidate for this role will be responsible for providing technical support and maintenance for devices managed by the Device Managed Service (DMS) provided to Greater Manchester Police. This includes supporting the deployment and recovery of devices, as well as working closely with customers and NEC colleagues.

Main Responsibilities

  1. Assist in the maintenance of procedures and guidance notes for use by SSS Public Safety and GMP, providing support and guidance as necessary.
  2. Support the Contract Manager in the delivery of contracted services as outlined in the DMS contract.
  3. Handle deliveries, collect parcels, and ensure they are passed to relevant team members.
  4. Audit and manage inventory of local and deployed assets to ensure stock is correct.
  5. Answer customer queries at the reception area and direct customers to relevant support teams.
  6. Handle the return of hardware to suppliers for disposal or repair, as required.
  7. Participate in managed service responses to support incidents, operations, and exercises.
  8. Assist in the delivery of small projects, upgrades, and work packages, as necessary.
  9. Deal with customers and visitors who require on-site assistance.
  10. Undertake administrative functions, including goods in/out, order processing, and providing management information on SLA and KPI performance.
  11. Support the Contract Manager in the delivery of contracted services as outlined in the RMS contract.
  12. Manage incidents, resolve and close all aspects of services delivered to GMP, and liaise with the SSS Public Safety service desk as necessary.
  13. Manage assets of hardware supported under the managed service contract.
  14. Support the Contract Manager and Senior Engineer, as necessary.
  15. Provide divisional liaison with users to gain an understanding of their requirements and handle all technical aspects associated with the provision of telecommunications and special equipment.
  16. Configure mobile hardware prior to deployment to users.
  17. Support the helpdesk with device configuration, as necessary.

Secondary Responsibilities

  1. Support the Mobile Device team in processing leavers, updating systems, factory resetting devices, and returning them to stock.
  2. Support the Mobile Device team in handling faulty mobiles, updating systems, and factory resetting and sending them to third parties.
  3. Support the Mobile Device team in replenishing stock on division, ensuring divisions have stock, and updating systems.
  4. Assist the Mobile Device team with ad-hoc mobile tasks, such as helping with new starters, tech refresh, and similar activities.


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