Job title: EUC Field Operations Engineer Main purpose of the role:

Transcription

1 Job title: EUC Field Operations Engineer Main purpose of the role: Grade: Role code: Status: Home Office code: Main responsibilities: Grade D SKEIT127 Police Staff Organisational Support Provide a high quality, second line technical support and advisory service of End User Computing devices for staff within Kent Police or Essex Police and other contracted organisations, including resolving and enabling the resolution of incidents, problems, requests, events, support the development new solutions or enhancements, configuration testing, implementing new hardware and associated software, EUC device replacement and roll-out programmes, in order to achieve high standards of customer service and deliver optimum operational and business benefits. - Provides a skilled and effective second line incident management service in respect of incidents affecting EUC devices, peripherals and installed software, undertaking technical diagnostics and analysis to resolve or return services to meet the service levels, escalating to management where there is an unforeseen or exceptional event and assisting with major or critical incident events as required, in order to deliver a high quality incident resolution service and support device replacement activity and the roll out of programmes. - Deliver a skilled and effective second line problem management service for EUC devices, peripherals and installed software, carrying out proactive monitoring and preventative maintenance services on all EUC devices, peripherals and installed software, in order to pre-empt hardware failures and ensure that equipment is performant and the applications are up-to-date in respect of security patches and anti- virus software, minimising risk and ensuring a high quality service to customers. - Evaluate and resolve requests for services in respect EUC devices, peripheral devices and installed software, including the provision of new and replacement devices and software, undertake configuration, installation and the replacement of devices as part of a planned programme of work, including facilitating the moving and re-location of EUC devices as part of approved change management initiatives. - Undertake testing of hardware and/or software using supplied test procedures and diagnostic tools, carry out impact analysis of newly deployed software / applications, including transition activity involving fault diagnosis and feedback, in order to support the design, development, configuration, testing and implementation of EUC devices, peripherals and installed software to ensure the effective implementation of new and upgraded systems. - Deliver an access management service to users, assist with creation of accounts and the provision of relevant EUC devices for new starters, manage processes to cease accounts or implement changes for access and recovering equipment for staff movers or leavers, ensuring compliance with agreed force policies and procedures and facilitating customer access to appropriate applications and data folders. - Provide a high quality customer service and technical consultancy service to all customers, develop and maintain effective communication channels including updates and progress reporting in relation to reported incidents and requests for services, providing 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. - Create, maintain and update documentation and knowledge on EUC devices, peripherals and installed applications for both customers and other IT colleagues, maintain databases of identifiable issues, workarounds and fixes, in order to contribute towards an effective knowledge base and technical directory

2 that allows customers to search and resolve their own technical issues and questions and assists with the speedy resolution of problems. - 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 satisfies requirements, in order to deliver a high quality service to users. - April 2016 Vetting level: Management Vetting (MV) Necessary experience: EUC Field Operations Engineers will be educated to HND level standard and have gained at least 2-3 years- experience in IT Operations, Service Desk or Incident Management and/or Field Operations. Possession of the ITIL Foundation Certificate and CompTIA A+ Hardware accredited, or equivalent industry experience, 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 of IT Operations (Level 4), Service Level Management (Level 4) and Configuration Management (Level 3) 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. He/she 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 forces 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. He/she 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 and needs to be familiar with any tool or system which provides access management security control i.e. prevents unauthorised access to systems. He/she will also require an understanding of installed system components and the capacity and performance implications of their interworking. The post-holder 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. He/she 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 he/she 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. He/she must be able to mentor and provide advice and guidance to 1st Line Support Teams. Good communication and coaching skills and the ability to interact with a wide range of users across the Force is essential. 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. This post is deemed to be a designated post. Vetting clearance is a pre- requisite of employment in designated posts and the post holder will be subject to a management vetting assessment every 12 months. National Security vetting clearances are reviewed every 5 years. Personal qualities: 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

3 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. Technical skills: Business Planning (Level 3) Able to effectively contribute to the business planning process within a Division / Department. Demonstrates a broad understanding of the requirements of Force business planning and value for money. Identifies and recommends local objectives and targets for inclusion in the Division / Department plan. Takes responsibility for monitoring these and ensuring they are achieved. 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

4 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 & 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. Know. of Police Environment & 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. Mgmt of Police Information (MOPI) (Level 3) Complies with Kent Police and / or Essex Police information management strategy. Complies with all relevant security policies and systems operating procedures relating to standard office products and force wide systems e.g. Word, Excel and intranet packages. Has successfully completed all standard relevant MOPI training package(s). Accurate use of Government Protective Marking Scheme. Complies with force clear desk policy. Stores files in appropriate secure storage. Maintains appropriate security levels relevant to the location and type of accommodation. Adheres to all Data Protection requirements. Risk Management (Level 4) Able to anticipate risks likely to affect the team's ability to execute their function, in terms of likelihood and impact, and assesses how the challenges facing the wider organisation might affect their team and their objectives. Has an understanding of pathways to alert local managers to flawed or ineffective operational control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks. National Occupational Standards: AA1 (Level Accredited) Promote equality and value diversity.

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