Tier 2 Senior Technical Support Analyst

The IT & Digital department is responsible for the force’s adoption and use of information and digital technology.

The department consists of three core functions as follows:

Architecture Management (responsible for identifying and selecting the right technologies for the force)
Delivery Management (responsible for delivering and implementing the right technologies for the force)
Service Management (responsible for managing and maintaining all live, operational technology for the force)

The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals).

This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the ‘live’ environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.

This team manages, and has responsibility for the following key areas:

Managing and supporting existing Force applications and infrastructure (Servers, Firewalls, network devices).
Providing application expertise and support to the Architecture and Delivery Management functions as required.
Providing support for the effective transition of new and/or amended services into the live environment.
Triaging & fixing technical issues, using an array of tools and technologies (e.g. IMC/HP Openview, SCCM)
The post holder will work within the T2 technical support desk to ensure it is able to carry out its specific responsibilities.
The T2 Senior Technical Support Analyst will primarily be responsible for supporting the IT technologies within the organisation. This role involves acting as a consultant to T2 colleagues, providing deep technical expertise to troubleshoot and resolve incidents effectively.
The analyst is expected to offer expert advice across various disciplines, including end-user devices, firewalls, network appliances, servers, and cloud technologies. This position is crucial for ensuring the smooth operation of IT systems and enhancing the overall technical support capabilities of the team.

Key Responsibilities;

Provide specialist senior expert level and technical skills and knowledge that facilitate the provision, configuration and support of force and Microsoft applications;
Responsible for leading and collaborating with T2 and T3 colleagues to troubleshoot and diagnose incidents on the T2 Technical Support Desk;
Supervise colleagues to ensure that event monitoring tools are effectively utilised and configured to proactively address events and incidents
Ensure that tickets are accurately updated, progressed, and closed in accordance with customer Service Level Agreements.
Responsible for monitoring T2 Key Performance Indicators and taking necessary actions as required.
Manage the security, availability, capability, and performance of the Force’s applications;
Coordinate ITIL processes (e.g. change and release management) across various technical teams within the Operations and Technology unit;
Take ownership of major incidents, major changes, and major releases;
Provide specialist knowledge in a variety of Force applications;
Ensure applications meet or exceed agreed Service Level Agreements;
Monitor and manage the performance of third party suppliers;
Liaise with users throughout the force to ensure their application requirements are being met;
Manage incidents and service requests to meet the needs of the force and make best use of the resources available;
Provide advice and guidance on administrative and technical procedures;
Provide advice and gain the support of other people in order to contribute to the delivery of services;
Provide timely and accurate management information;
Actively participate in meetings, chairing where appropriate;
Ensure compliance with force policy;
Work in partnership with outside organisations;
Have regular contact with various people within the Force and externally in order to achieve desirable outcomes;
Monitor financials, identifying major discrepancies and determining appropriate resolutions;
Make recommendations about the use of technology within the team;
Ensure technology is maintained, serviced, and repaired as required;
Responsible for resolving complexed problems and incidents within the team – liaising with different departments or third party suppliers where necessary;
Provide and disseminate specialist/technical advice on issues relating to the department, interpreting or assessing customer needs and exercising judgment to make decisions when solutions are not obvious.

Must demonstrate proven experience and ability to:

Proficient in L2 connectivity and L3 switching (trouble shooting and configuration)
Proficient in administrating and supporting Microsoft 365 products
Advanced knowledge use and configure deployment tools & packages (e.g: SCCM)
AWS/Azure Cloud Practitioner
Competent at using load balancing, proxy and firewall technologies (e.g F5)
Expert in monitoring, configuring, interpreting, and acting on Event Management information and thresholds.
Directly communicate with customers at a variety of levels using written and oral methods;
Co-ordinate support activities across a wide range of technical teams;
Support and maintain software solutions;
Create and maintain technical documentation to high standards;
Understand business and user requirements;
Maintain standards for security of information;
Promote equality, diversity and Human Rights in working practices;
Participate in meetings;
Plan and organise work with short and long term timeframes;
Plan and progress work within general guidelines, using initiative and judgment without recourse to team managers.
Directly communicate with customers at a variety of levels using written and oral methods;
Supervise support activities across a wide range of technical teams;
Create and maintain documentation to high standards;
Maintain standards for security of information;
Promote equality, diversity and Human Rights in working practices;
Chair internal and external meetings with internal stakeholders and external suppliers

Vetting: Successful applicants will be required to pass Management Vetting and Security 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.

Hours: The post holder will be expected to work Monday through Friday, working hours 08:00 – 16:00. The successful applicant may be required to provide ‘out of hours’ availability for which the appropriate allowance will be paid.

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"