Tier 2 Support - IT Specialist - Continuous Improvement

We are looking for a dynamic and motivated IT Specialist professional to join our Tier 2 support team in Birmingham. This role is perfect for someone who is team-oriented, thrives in a fast-paced setting and is technically ambitious.

You will be working as part of the IT&D Tier 2 Support team to provide IT remote support using your methodical thinking, analytical skills and broad technical skills . Post-holders will be expected to undertake 2nd line incident, request and problem management activities. You should have experience of working in an IT support role, ideally in a multi-user/site environment, along with previous experience of supporting users in an active Directory and Hyper V environment.

You should have knowledge of Windows 10 & 11, Office 365 suite, Citrix and networking technologies. Additionally, experience of working with both PC and Mac platforms and using SCCM would be an advantage.

In the role you will be responsible for:

Provide desk-side and remote support to resolve customer issues and requests.
Assist with commonly used applications such as Microsoft Office 365.
Use imaging software to rebuild laptops and desktop devices
Issue and support Android mobile phones
Manage users, security groups, and computers through Active Directory.
Build and deploy software packages through SCCM
Maximise Event Management tools and alerts to react and proactively fix IT issues across the OSI layers (E.G: HP openview)
Maintain and update customer and IT facing knowledge base (E.G self-help articles and videos)
Maintain inventory of IT-related equipment.
Maintain and develop existing IT systems in compliance with force policy
Provide timely accurate information
Ensure Service Level Agreements (SLA) and Key performance Indicators (KPI) are upheld
Work in partnership with outside organisations including planning, organising activities and resources to meet objectives, fix incidents and solve problem records.
Researches possible solutions in user guides, technical manuals and other documents
Maintains a log of work in progress, calls received, actions taken and problems detected
Reports on commonly occurring queries to detect underlying root causes
Onboard and off-board employees and contractors according to specific procedures
Participate in Major Incident and Problem Management meetings

Experience:

Desktop Windows O/S (Build, deploy, support and maintain)
Proficient with Microsoft products such as O365
MS-App V technologies
Avaya Voice over IP technologies
L2/3 Network investigation/troubleshooting. Knowledge of DHCP, TCP/IP, and DNS
Supporting Android mobile phones
Service Desk operations and processes
ITIL Service Operations life cycle, in particular Problem and Incident management procedures
Strong customer service skills, preferably in a high-volume support environment.

Requirements:

Degree in Information Technology or Computer Science (or an additional year of relevant experience).
At least one year of IT and desktop support experience.
Preferred certifications: A+, Network+, MCP, MCSA, CCNA.
Knowledge of DHCP, TCP/IP, and DNS.
Experience with Active Directory management.

Hours:  Mon-Fri 08:00 - 16:00 (fixed)

Location:  Lloyd House, Birmingham

Interviews: TBD

Probationary Policy:

Under the Probation Policy, if you are currently in your probation period, “during your probationary period you will not be permitted to apply for alternative police staff roles within the Force unless there are exceptional circumstances. In such cases, you would require the support of your line manager prior to applying for alternative roles, and if successful, your probationary period will start over.”- Policies - Probation Period (Police Staff) (wmpad.local)

Vetting:

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical:

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

Benefit Statement

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

Fair remuneration with progression opportunities and access to a very competitive pension scheme.
Enhanced annual leave in addition to public holiday entitlements.
Discounts across travel, parking, daily costs of living and leisure activities.
A comprehensive wellbeing package including 24/7 undefined, free eye tests and flu jabs.

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"