Job title: EUC Support Engineer Grade: SO 1 Role code: EIT0014 Status: Police Staff
Main purpose of the role:
Provide high quality, second and third line technical support and advisory service for all End User Computing devices for staff within Kent Police, Essex Police and any other organisation for which a contracted service is provided, resolving and enabling the resolution of incidents, including major or critical incidents, problems, requests, events and access requests, the design and development of new solutions or enhancements, including the configuration testing and implementing of hardware and associated software, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Provide a skilled and effective second and third line incident management service in respect of incidents affecting EUC devices, peripherals, installed software, undertake technical diagnostics and analysis, escalating to management where there is an unforeseen or exceptional event, supporting major or critical nature work as tasked or as part of a specialist team focused, in order to resolve incidents and return services to meet the service levels expected by the customer.
Deliver a skilled and effective second and third line problem management service for EUC devices, peripherals, installed software where the root cause is unknown, carries out proactive monitoring of EUC devices and software to enable preventative maintenance to be completed, ensuring that equipment is performant and applications are up-to-date in respect of security patches and anti-virus software in order to pre-empt hardware failures and to minimise risk to services.
Supports change management processes throughout the Force, assisting with the design, development, configuration and implementation of EUC devices, peripherals and installed software, installs new and placement EUC devices, including integration, conversion and configuration of hardware, in order to implement plans to meet customer requirements and ensure the efficient roll out of new technologies and systems.
Undertakes testing of hardware and software using supplied test procedures and diagnostic tools, completing impact analysis of newly deployed software and applications, including transition activity involving fault diagnosis and feedback, so as to support and ensure the effective implementation of new and upgraded systems and minimise the disruption of services for customers.
Provides an access management service for users, assists with creation of accounts and the provision of appropriate EUC devices for new starters, ceases accounts, changes access and recovers equipment for movers or leavers in compliance with agreed force policies and procedures, ensuring that customers have access to applications or data folders as required for their role.
Provides a high quality customer service and technical consultancy service to all customers, updating users on progress in relation to reported incidents and requests for services and delivering appropriate advice and training, in order to achieve a high level of customer satisfaction and ensure that the level of service and support matches or exceeds user expectations.
Undertakes all work in accordance with agreed IT Services policies and working practices, create, maintain and update documentation and knowledge on IT equipment, systems and services for both customers and other IT colleagues, maintain record of accurate known issues, workarounds and fixes, contribute to knowledgebase for an effective customer orientated FAQ and technical service that allows customer to search and resolve their own technical issues to enable to speedy resolution of issues
Develop and maintain effective working relationships with suppliers, contactors and internal customers regarding repair of equipment, resolving queries and advising on the requirement for repairs and replacement equipment as necessary, in order to ensure that work stations, mobile devices and associated hardware is appropriate, compatible and meets the needs of the customer.
Management vetting req.
EUC Support Engineers will Possess the ITIL Foundation Certificate and CompTIA A+ Hardware accredited, or equivalent industry experience. They will have gained at least least 3-4 years experience in IT Operations, Service Desk or Incident Management and/or Field Operations is desirable. Good working knowledge of Microsoft Operating Systems. An in depth knowledge of incident and problem management processes and procedures in a busy operations or technical support environment is essential. SFIA Skills in IT Operations (Level 3), Service Level Management (Level 4) and Configuration Management (Level 4) are required.
The post holder will have a good knowledge of customer service techniques and be familiar with software which enables users to create, populate and manipulate data structures. They will have a sound appreciation of the installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments and possess a sound knowledge of the Force IT infrastructure, hardware, databases, operating systems, local area networks etc.
Engineers will possess a thorough knowledge of the IT applications and service processes used within the Force and must have the ability to understand, instruct and follow technical support procedures. They must be familiar with basic desktop and mobile data technology in a client server environment. The post holder will be proficient in the use of office automation or productivity packages.
Engineers needs to be familiar with any tool or system which provides access management security control i.e. prevents unauthorised access to systems. They will also require an understanding of installed system components and the capacity and performance implications of their interworking.
The post will possess a technical appreciation and skills to diagnose a broad range of faults to hardware and software, including those of a more complex nature and undertake repairs such as replacing fans, hard drives, motherboards and printers. They must have the knowledge and ability to repair/replace equipment and achieve appropriate configuration in a way that ensures they operate within their planned specification.
Significant personal motivation and drive is essential and they will need to take a logical, analytical approach to problem solving and pay close attention to detail. The ability to work independently and with the minimum of supervision is essential. They must be able to mentor and provide advice and guidance to both 1st & 3rd line Support Teams.
They must also have effective communication and coaching skills and the ability to interact with a wide range of users across the Force. The post holder will provide technical representation with suppliers on desktop hardware performance and technical support issues and will require the confidence and abilities to fulfil this role.
Analyse critically (level 1)
I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.
Collaborative (level 1)
I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.
Deliver, support and inspire (level 1)
I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service.
Emotionally aware (level 1)
I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly.
Innovative and open-minded (level 1)
I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.
Take ownership (level 1)
I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public service (accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Customer Services (Level 4)
Able to identify and interpret more complex problems affecting customers. Suggests improvements in customer services and generates solutions on behalf of customers, taking the necessary action to deliver these solutions. Regularly provides enhanced and high level customer service. Demonstrates the ability to select information for communication to customers and improve the flow of information between the organisation and customers. Actively seeks opportunities for improving working relationships.
Data and Systems Security (Level 4)
Has an in depth knowledge of the Data Protection and Computer Misuse Acts and Force policy on data and system security. Applies this knowledge by undertaking training and answering queries on data and system security. Competent to supervise the audit of systems and data security, assisting auditors with the interpretation and reporting of findings. Proficient to quality assure the audit product.
Health and Safety (Level 3)
Has a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.
ICT - User Support/Help Desk (Level 4)
Has a detailed knowledge of one or more appropriate applications and/ or hardware platforms, and is experienced in using diagnostic processes to resolve the majority of faults calls. Able to apply reconfiguration techniques or work arounds to ensure continuity of operation in many situations. Likely to be accredited in a specialist area of systems support, such as Microsoft Certified Systems Engineer status or equivalent.
Knowledge of Police Environment and Policy (Level 3)
Has a basic awareness of current policing issues, the environment in which Kent Police and / or Essex Police operate and developments in the way the County is policed. Possesses sufficient knowledge of the roles of the various Areas / Departments, organisation structures and police systems to operate effectively. Understands appreciates and adheres to working procedures, practices and policies relevant to the current role. Familiar with Force goals and local business plan objectives.
Management of Police Information (MOPI) (Level 4)
Full compliance with Level 3. Has successfully completed all standard relevant Information Management and Security training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.
Risk Management (Level 3)
Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.