Technical Support Officer - End User Hardware and Devices

We have multiple opportunities to join our IT department as an End User Technical Support Engineer, where you’ll play a key role in supporting and developing our laptops, desktops, mobile devices, video conferencing systems, and wider IT infrastructure across the organisation

This role will involve working within a specialised IT environment providing technical knowledge and dedicated services including:

• Fault diagnosis and resolution.
• Installation and configuration.
• Upgrades.
• Inputs to development of standards.
• Service monitoring, asset management, pro-active prevention and associated maintenance.
• Liaison with third-party suppliers.

Responsibilities

• Manage the full lifecycle of end-user devices, including deployment, refresh, recovery and disposal.
• Maintain, enhance, and improve support services for end users.
• Collaborate with stakeholders to develop and maintain relationships.
• Support colleagues and junior members of staff in the workshop and onsite.
• Help create knowledge base articles, share information for use throughout the team and IT Directorate and provide procedural documentation and relevant reports.
• Works to and recommends on an agreed range of performance outcomes.
• Pro-actively recommends service improvement measures.
• Maintain accurate asset and configuration records in line with organisational standards.
• Contribute to problem management activities by identifying recurring issues and recommending long-term solutions.
• Ensure compliance with security policies, device standards, and software licensing requirements.

Skills & experience

• Relevant technologies – building/maintaining laptops, desktops, mobile devices, break/fix.
• Deploying Windows and M365 based hardware and associated technologies.
• Providing assistance to projects and large deployments.
• Providing technical subject matter expertise and managing resolution of complex issues
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
• Experience maintaining technical documentation, knowledge articles and support procedures.

You’ll need to be customer focussed as you will be responsible for maintaining, improving, and enhancing the support and service provided to our end users.

You will also contribute to managing and developing solutions, improving processes, sharing knowledge and helping to develop the capabilities of team members.

Additional information

In addition to the application form, we also require a copy of your current CV.

• If you are are unable to upload your CV to your application, please email a copy to:
• Talentpolicestaff@avonandsomerset. police. uk

Working at Police Headquarters, Portishead with occasional travel to other police sites, you will have access to company vehicles.

Full UK driving licence is required.

To be eligible to apply for this role you must have a 5 year ‘checkable history’ in the UK – ideally this means that you would have been resident in the UK for the last 5 years.

Why Avon and Somerset Police?

If you are looking for a new opportunity and something different to anything you have done before, then consider Avon and Somerset Police.

We are one of the largest forces in the UK, policing multi-cultural communities in a beautiful part of the country “the gateway to the west” providing the opportunity for a fantastic quality of life.

We value our employees and believe in a healthy work-life balance, at Avon and Somerset Police you are rewarded with fantastic benefits including our flexible working scheme which is designed to give our people a degree of flexibility on start and finish times.