Field Technical Support Officer

The ONS operates a flexible hybrid working model across the UK, with colleagues linked to one of our contractual locations working between office and remote throughout the week. The location for this role is Titchfield (Fareham). All colleagues are required to work from their contractually allocated site for at least 40% of their working time. However, this role requires regular office attendance due to the nature of the role. The induction process for the role will be conducted in person.

The Office for National Statistics (ONS) is the UK's largest producer of official statistics, covering a range of key economic, social and demographic topics. These include measuring changes in the value of the UK economy, estimating the size, geographic distribution, and characteristics of the population, and providing indicators of price inflation, employment, earnings, crime, and migration. This post sits with Social Surveys Collection (SSC) which delivers many of Great Britain's largest social surveys. Our purpose is to provide high quality data to underpin core National Statistics and the wider statistical system.

Field Technical Support (FTS) provides first line technical support for the field based social survey interviewers within the Face to Face, Telephone Operations, and International Passenger Survey communities, along with Interviewer Managers, Site Managers, Field Operation Managers and some HQ staff. The main function of the Field Technical Support Officer is to diagnose and resolve various technical issues for interviewers who are working remotely within the field. Due to the operation requirements of this role, you will be expected to attend the Titchfield (Fareham) office to conduct this work and provide cover until 17.00 on a rota basis.

Responsibilities:

• Provide technical guidance on all aspects of interviewing work.
• Test new equipment.
• Collaborate with various stakeholders within the Surveys Directorate and Digital Services.
• Monitor and respond to Service Desk calls logged by the Field Staff and Field Enquiry Line.
• Support remote workers with various technical issues.
• Diagnose faults and research effective resolutions providing advice to quickly resolve.
• Review and update instruction manuals to support the wider team with troubleshooting.
• Support when necessary with building, testing and dispatching equipment, as well as managing the returns process.

Essential Criteria:

• Experience in identifying, troubleshooting, and resolving user requests/incidents.
• Excellent communication skills with the ability to instruct and explain information simply to a non-technical audience.
• Experience of working with a range of Microsoft 365 services.
• Ability to work independently and prioritise workload.

Desirable:

• An awareness of Data Security Principles.

At ONS we are always looking to attract the very best people from the widest possible talent pool, and we are proud to be an inclusive, equal opportunities employer. As a Disability Confident Leader we’re committed to ensuring that all candidates are treated fairly throughout the recruitment process.

This vacancy is using Success Profiles and will assess your Behaviours and Experience. Successful candidates must meet the security requirements before they can be appointed.