Field Engineer

Warwickshire Police; Leek Wootton; On-site; GBP 32,000 - 38,000

Job description

Field Engineer

Leek Wootton

Permanent Contract

Full Time (37 Hours)

Salary (£32,247.00 - £37,692.00)

The closing date for this post is 12 midday 07-April-2025.

Those currently eligible on the redeployment register will be given prior consideration.

The main purpose of the role is to provide excellent and highly-responsive local and remote support to Warwickshire Police officers and staff. This may include any aspect of Digital Services provision such as networking, cabling, telephony, systems administration, configuration, end user devices, and software.

Main Responsibilities:

1. To provide technical problem/issue analysis and resolution for allocated tickets to officers and staff throughout the force.
2. To proactively own allocated tickets, updating information about actions taken so that the portal enables the end user to be kept informed.
3. To escalate any complex incidents or problems outside own expertise to the appropriate supplier/partner, provide any supplier escorts onsite and maintain proactive ownership of the issue through until resolution.
4. To ensure that the end user(s) satisfaction is sought prior to closing any allocated tickets, and that any residual issues are addressed with the EUC Manager and/or 1st or 2nd Line Team Leader.
5. To maintain and develop own technical knowledge and emerging technologies that could be of potential use within the force.
6. To undertake at least half a day a week on the service desk, and regularly exchange information and knowledge with Support and Service Desk colleagues for the greater good.
7. To adhere to recognised, proportionate and pragmatic good DS support practice (incident management, problem solving, customer service, etc.).
8. To follow and propose improvements to all documented support processes (e.g. starters, movers and leavers, and asset management).
9. To attend the designated location(s) for the hours and duties as provided in the rotas set by the EUC Manager and 1st or 2nd Line Team Leader.
10. To improve and augment the team knowledgebase so that information on resolutions and workarounds can be re-used for efficiency.
11. To help identify problems arising from common incidents and ensure that they are fed through the appropriate channels for further consideration.
12. To ensure that any identified usage difficulties suggesting a training need are shared with the Service Operations Manager for further consideration and appropriate action.
13. To ensure that any non-standard user requests are shared with the EUC Manager for further consideration and appropriate action.
14. To contribute to designated improvement projects, such as hardware rollouts, new standard builds, etc.
15. To properly support and help develop and cross-train 1st & 2nd Line Engineers and Apprentices when working in the field or otherwise participating in non-desk activity.
16. To update the DS asset management register with any DS assets that are acquired, issued, moved, or decommissioned, and to participate in any DS asset audits.
17. To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
18. To take part in the Field Engineer on call rota, to provide onsite support out of hours.

Knowledge:

1. A levels or a level 4 qualification, plus GCSEs in Mathematics and English Language.
2. ITIL foundation certificate in IT Service Management, or similar.
3. Knowledge of relevant IT technologies and applications their use and application.
4. Proven knowledge, acquired through hands-on experience, in a customer service support environment for deskside systems.

Experience:

1. Experience providing hands-on technical support to end users.
2. Experience administering and supporting a range of common technologies (e.g. Windows, Office 365, Cisco, InTune, Active Directory, Sailpoint etc.).
3. Experience building, issuing, tracking, and fixing end user and networking equipment.
4. Familiarity with police-specific applications, such as Athena and Storm.
5. Familiarity with applying required security practices within an ICT support role.
6. Experience using IT support tools and systems, including service management applications and monitoring tools.
7. Experience liaising with suppliers on more complex incidents and problems.
8. Experience of Police specific IT hardware solutions, such as Bodyworn Camera provision and Interview room hardware support.

Key Skills:

1. Good written communication.
2. Empathy / emotional intelligence.
3. Problem solving.
4. Coaching/training others.
5. Ability to explain technical issues simply to non-technical colleagues.
6. Producing technical documentation.
7. Team working.

Special Conditions:

1. Regular travel throughout Warwickshire.
2. Flexitime, but flexibility limited by required rota.
3. On Call.

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 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.