1st Line Engineer – Full Time in Hampshire, Portsmouth

A 1st Line Support Engineer is required for a hybrid role based in Warwick, Leek Wootton, and remote. This is a permanent, full-time position with a salary range of £30,333.00 – £32,613.00.

The main purpose of the role is to provide a responsive remote Digital Services (DS) service to Warwickshire Police officers and staff, triaging, actioning, and escalating incidents and service requests as needed.

Main Responsibilities:

• Take and log calls made to the Digital Services Service Desk, prioritising them in line with agreed procedures.
• Review new service desk tickets received into the service desk application via email or the portal and prioritise them accordingly.
• Action tickets in priority order that are within capability/skills to a successful resolution.
• Assign new (unallocated) tickets to other Support and Service Desk colleagues as per agreed procedures.
• Proactively own any allocated tickets, updating information about actions taken to keep the end user informed.
• Ensure end user satisfaction is sought prior to closing any allocated tickets, addressing any residual issues with the 1st Line Team leader or relevant Team Leader.
• Maintain and develop own technical knowledge and emerging technologies that could be beneficial within the force.
• Undertake at least half a day a week in the field, learning from other Support and Service Desk colleagues.
• Adhere to all procedures and processes (e.g. incident management, problem solving, customer service, user set up, asset management, etc.) as defined for the Support and Service Desk function.
• Update the team knowledgebase with newly discovered resolutions, workarounds, or other technical information that would benefit the wider team.
• Help identify problems arising from common incidents and ensure they are communicated through appropriate channels for further consideration.
• Share any non-standard user requests with the Service Operations Manager for further consideration and appropriate action.
• Support and help develop Apprentices when working on the service desk.
• Update the DS asset management register with any DS assets that are acquired, issued, moved, or decommissioned, and participate in any DS asset audits.
• Undertake other duties commensurate with the nature, level of responsibility, and grading of this post, as required.

Knowledge:

• At least 5 GCSE passes, including mathematics and English Language, Microsoft Certified Professional or similar entry-level ICT professional qualification.

Experience:

• Providing technical support to end users.
• Operating as a member of a contact centre.
• Administering and supporting a range of common technologies (e.g. Windows, Active Directory, MS Office).
• Using ICT support tools and systems, including service management applications and monitoring tools.
• Escalating issues to suppliers.

Key Skills:

• Problem solving.
• Good telephone manner.
• Good written communication.
• Empathy / emotional intelligence.
• Ability to explain technical issues simply to non-technical colleagues.
• Team working.
• Attention to detail.

Special Conditions:

• Occasional travel throughout Warwickshire.
• Shift pattern hours 08:00-17:30.

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community. You will be required as part of the Warwickshire Police recruitment process to successfully complete vetting and credit checks. We support the 'Happy to talk flexible working' campaign, which aims to encourage uptake of flexible working for individuals. The flexible working options that may be considered for this role include remote working.