2nd Line IT Support Technician

In this role you will be providing 2nd Line IT Support for the Nottingham Office.

Working to the Onsite Service Manager, you will take operational responsibility for managing your own queue, which will consist of incidents and requests and form part of our onsite support service.

The role of the Onsite Support Engineer is to ensure that our DfE colleagues are up and running as soon as possible supporting internal users and multiple external user groups that interact with DfEs externally facing IT Services.

Work will be allocated by onsite leads, flexibility is key. You will also need strong stakeholder management and communications skills as you will liaise with VIPs and will be carrying out onsite clinics.

You will work collaboratively with the other teams, specifically including Service Desk, End User Computing, Networks and Security to ensure that our users requirements are met.

This role is office based and the successful post holder would be required to be in the office a minimum of 80% of the working week.

Staff in this role will be required to demonstrate strong customer focus, professionalism, flexibility and commitment to delivery of outcomes.

Responsibilities include, but are not limited to:

• Deliver high quality support services for a range of IT systems and services, many of which are business critical.
• Handle incidents and requests from a diverse user base of key internal and external stakeholders across the DfE estate, liaising with other government departments as required.
• Centrally manage and administer accounts that are used by both internal and external stakeholders.
• Make extensive use of the organisations IT Toolset for Incident and Problem Management, request fulfilment, reporting and tracking of Service Levels.
• Diagnose and triage customer incidents/requests using a variety of applications and processes.
• Developing and maintaining effective working relationships with key stakeholders and users to help understand their business requirements and priorities.
• Transforming DfEs Support Services, driving continuous improvement, automation and self-service.
• Maintain and update Onsite Teams operational documentation, including knowledge bases and user guides.
• Ensure all queries are resolved within agreed timescales to meet SLAs.
• Carry out regular reviews of existing processes and procedures and suggest areas for improvement.
• Carry out testing of new system functionality where appropriate.
• Ensure security of end user products is not compromised and follow appropriate security procedures.
• Provide and guidance to projects during planning and rollout as and when required.
• Providing onsite support clinics to remote sites (travel may be required) as per agreed schedule or as and when required.

Essential criteria:

We are looking for someone with a flexible approach to working patterns as we operate on a shift rota basis.

Customer Service Management:

• Resolves user requests in line with the agreed service level agreement.
• Able to empathise with the end user.
• Uses customer-focused metrics to achieve a satisfying outcome.

Information Technology:

• Training will be provided but an interest in pursuing a career within IT services is essential.

Ownership and Initiative:

• Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements.
• Takes full accountability for actions taken and decisions made.

Service Focus:

• Aware of different products and services and how they are used together to deliver business requirements.

In addition, it is essential that you have:

• Excellent communication skills both written and verbal.
• Basic understanding of Microsoft Products. E.G. Outlook, Skype, Teams, Word & Excel.
• Basic understanding of networking & telephony.
• The ability to use your own initiative to aid in diagnostics.

Desirable Criteria

• ITIL v3 OR v4 foundation.
• Working knowledge of ServiceNow.
• Windows 10 troubleshooting experience.
• An understanding of ITIL methodology.
• Microsoft O365 skills.
• Microsoft Certified Professional.

Desirable criteria will only be assessed in the event of a tie break situation at interview to make an informed decision.