Level 3 Technical Support

Public Sector
Starts at £35,484
Louise Burns
North East
Tyne and Wear
On behalf of our client, we are recruiting a Level 3 Technical Support on a fixed term contract basis until 30th September 2021.

The successful candidate will work flexibly within the Technical Support Team or Solutions Delivery Team, contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service to our client, West Mercia Police.

A Technical Support engineer is required to provide a high level of technical support (relevant to role level) across West Mercia Police, both to internal customers and to external customers. They will continually innovate in order to ensure the department is offering the best level of service in terms of services and equipment. This includes working on the network, hardware and software in support of the delivery of all agreed ICT services.

Main Responsibilities

1. To provide a Level 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.

2. To work, as directed by the Team Leader,to deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans.

3. To manage and work with suppliers/partners to deliver an effective & efficient seamless service provision, as required by the level of the role.

4. To provide any required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.

5. To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).

6. To diagnose faults within technical systems and take appropriate action, escalate (as per appropriate level) ensuring proper recording, investigation and identification.

7. To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.

8. To technically support the operation and control of the ICT infrastructure required to deliver and support IT services and products to meet the needs of the force (as per skill level requires).

9. To be familiar with and support the aims and objectives of the team, department, contributing to the overall vison of the directorate and organisation.

10.To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.

11.To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.

Management Responsibilities

12. To lead a team, managing their welfare and development and ensuring high levels of motivation.

13.To monitor and manage the performance of the team, identify and address issues and improve team/individual performance, ensuring adherence to professional standards.

14.To assess individual capabilities and development needs and agree appropriate development plans to enable high performance and potential progression.

15.To co-ordinate the work of the team, directing activities, monitoring progress and managing competing demands and priorities to ensure the best use of available resources.

16.To supervise and monitor the handling of information and record keeping, ensuring alignment with legislation, policies and guidance.

17.To monitor and report on team expenditure to ensure the efficient use of available budgets and maximise value for money.

18.To evaluate the effectiveness of existing processes and practices within own area of work in order to identify and implement opportunities for change and innovation and enable continuous improvement.

What we're looking for

We are interested in hearing from candidates with the following:

ICT (Level 5) professional qualification or equivalent ICT qualification.

 ITIL certification in IT Service Management, or similar.

 Vast knowledge of relevant IT technologies and applications their use and application.

 Significant knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
Substantial experience working within physical and virtual teams.
 Experience in problem solving, solutions development and system


 Experience of supporting a diverse user base on both hardware and software related issues.

Complex issue triage, problem investigation and coordination to closure including major incidents.

 Experience of Microsoft Products, Network, VMware, Storage and Back- up, Storage and various OS environments.

 Ability to drive complex application recoveries in a high pressured area.

A positive “can do” attitude and flexibility in taking on a broad range of ITresponsibilities and tasks at short notice.

 A commitment towards delivery quality customer service to internal and external customers.

 Ability to remain calm and controlled and maintain high performance within a mission critical service delivery environment.

 Excellent written and verbal communications skills.

 Ability to work within a multi-discipline team responsible for supporting

key technologies.

 Requires a high level of accuracy and attention to detail.

 Ability to apply new ICT innovations to the alliance environment & make recommendations.

 Demonstrable flexible approach to work, high level of self-motivation.

 Ability to manage the implementation of system upgrades, working with

other ICT technical staff, business users and 3rd party suppliers.

 Ability to quickly absorb and understand the technical aspects of any new ICT technologies.
If you think you may be suitable for this position, please apply without delay. The closing date for receiving applications is the 29th April 2021. We won't be able to consider applications after this date so don't delay in getting your CV submitted!

Who are Nineteen Recruitment?

Nineteen Recruitment are an ethical and honest recruitment company that specialises in Education, Social Care and Public Sector recruitment. Nineteen has strong relationships with schools, social care settings and many local authorities across the United Kingdom, matching appropriately skilled and experienced candidates to their vacancies. Nineteen is passionate about delivering a high standard of candidate care, ensuring candidates feel well supported when either at work or seeking work.

Nineteen Recruitment is committed to equal opportunities and as such no applicant or worker will receive less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race or employment status.

Can't find the job you're looking for, send us your info and we will review your options?

(Permitted file size is 5Mb and file types are: doc, docx, txt, pdf, rtf, xls)

Please complete the form below, your data is processed here under legitimate interest. Please also note that for your privacy no data from this form is stored in this website (view our privacy policy).
Attach CV*