ERSOU - CTP - Police Staff - SO2 - ICT Engineer

This exciting role will provide technical desktop and field engineering assistance to the National Desktop & Field Team Leader, the wider Customer Service Centre (CSC) and National Counter Terrorism Policing ICT Project teams, in the daily management of all hardware related issues and requests. Additionally, cryptographic device support will be a vitally important part of this role and will require Developed Vetting status.

Additionally, the successful candidate will work closely with all regional ICT units to support and deliver ERSOU based requirements

The right candidate will additionally provide assistance to the Team leader in pro-actively seeking to improve upon all aspects of the current Field Support processes and knowledge base, working towards a leaner and more efficient system of operation. The department has a strong ITIL alignment and a proven track record in this area would be extremely valuable.

The candidate will be expected to take the initiative with establishing excellent working practices and processes within this field and to bring experience of how best to go about hardware and remote assistance management utilising toolsets such as SCCM and Service Now.

The main hardware within this portfolio is largely off the shelf equipment, however training will be given. The right candidate will be required to manage and take ownership of all outstanding faults, liaising with affected parties and resolver groups to provide effective resolutions within agreed service level agreements. Being able to translate complex technical issues into every day vernacular is crucial, as is the ability to manage user expectations and to form good working relationships with senior users.

The role holder will be required to travel to multiple sites across the Eastern Region and at the National HQ within Birmingham, with the occasional overnight stay, as required.