Area Team Engineer

Overview Of Job

ICT Engineers will have a specific geographical base. They will provide both technical and non-technical expertise in the development and operation of ICT support to end users within the UKHSA systems environment. The role holder will be part of a national 2nd Line Support team and will be a key contact for site specific incidents and requests. They will provide UKHSA staff with the support, guidance, and advice to allow them to work on the UKHSA network without disruption. They will also support the Lead and Senior Engineers in any system implementations or incidents as directed.

Communication and key working relationships

Internal

• Other local engineers at all levels
• Colleagues in the ICT Department
• Customers within UKHSA at all levels.

External

• Relevant suppliers of hardware, software and services
• Maintenance organisations
• External customers as appropriate and as directed by line manager.

Main Duties of the Job

• Assist the Senior Engineers in providing a high quality of customer service and support that will ensure that all UKHSA staff are able to access UKHSA ICT services as required, using properly configured and reliable devices.
• Ensure that all UKHSA users receive a consistent level of support within agreed service levels across geographical locations and directorates.
• Provide technical support and troubleshooting including administration of user accounts, permissions, file shares, and support of Windows OS and MS communication and collaboration tools.
• Provide technical support and troubleshooting assistance for software installation, licensing, backup, and assurance.
• Work closely with teams across ICT to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.
• Working with ITIL processes including Request, Incident, Change, and Problem Management.
• Ensuring compliance with UKHSA ICT Security Policies.
• Conduct other work as directed by line management in accordance with departmental standards and policies.
• At times will work with colleagues in a remote product or virtual teams on specific areas to support the business need

Other

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the directorate.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Professional development

You should pursue a programme of continuous professional development in accordance with any relevant professional registration or statutory requirements, while maintaining appropriate awareness of service provider requirements.

Essential criteria:

• Experience in a first- or second-line technical support role, supporting end user device hardware and software both face to face and remotely
• Experience of infrastructure support such as network or server management
• Experience/knowledge Microsoft operating systems and associated infrastructure
• Experience/knowledge Microsoft application software, including Office 365
• Experience in troubleshooting and supporting specialist systems
• Experience of Asset and Configuration Management
• Previous experience within an ITIL environment and using ITIL tools, such as Service Now
• Clear communicator, able to use a range of methods, whilst ensuring communication has a clear purpose taking into accounts peoples individual needs.
• Evidence of excellent customer service skills and a commitment to improving services and performance for end users.
• Skills for nurturing key relationships and maintaining personal networks
• Ability to analyse and interpret information, remain alert to emerging issues, and recommend appropriate course of action.
• Problem solving skills and ability to respond to sudden unexpected demands
• Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales

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