2 x Technical Support Engineers – HQ00019727

Job Category: IT
Reference HQ00019727
Directorate LGSS
Service Information Technology Services
Contract Type Temporary
Duration Initial 2 months
Location Cambridgeshire
Job Type Full-time
Start Date ASAP
Hours per week 37
Rate £15.36 per hour

About the job:

Opus People Solutions on behalf of Cambridgeshire County Council are looking 2 Technical Support Engineers to provide a comprehensive ICT support service to customers who subscribe to The ICT Service annual support subscriptions.  This will cover the base subscription packages, File Server support, Central Hosting, MDM, Cloud Backup and Scheduled Visits amongst others.

The need to provide excellent customer service is essential to this role, predominantly support is provided remotely so its key to demonstrate value for money.

  • React to customer problems, incidents and requests; Research, analyse and identify solutions and resolve customer tickets via the telephone, remote diagnostic software, alert systems or where required, a site visits. Complete all support tickets in accordance with The ICT Service standards and current industry standards. Take ownership of all tickets through to completion or escalation. Ensure all works untaken are completed within a customer’s support agreement. Where work is not covered in an agreement follow process to ensure suitable charges are applied. Ask customers targeted questions to quickly understand the root of problems.
  • Carry out the proactive management, maintenance and support of the offered annual subscriptions to customers. These include but are not limited to: Base Subscription Packages, File Server Support,  Switch Management,  Mobile Device Management,  Full Managed Service,  Act as 1st and 2nd line support under the wide area network contract. Other technical services provided by the Operations team within The ICT Service.
  • Ensure all tickets are correctly logged in The ICT Service CRM system. Support customers by logging necessary opportunities for new equipment and solutions. Track all work in The ICT Service CRM system resolution, within agreed time limits and SLAs. Properly escalate unresolved issues to appropriate internal teams.
  • Within the Technical Support Team, act as the service desk for internal staff and user of the systems used to support our service.
  • Perform the evaluation and testing of software and hardware to ensure that upgrades and new releases of have been assessed prior to implementation into customers’ ICT environments. Work with the Systems Development team to ensure a smooth transition of installations, services and solutions from implementation to support.
  • Plan, schedule and monitor own workload, liaising with staff and customers to ensure that priorities are met and disruption to ICT systems is minimised.
  • Document technical knowledge in the form of notes and manuals. Contribute to the internal knowledgebase to share amongst the team. Keep site specific details accurate in the form of configuration items.
  • Work with 3rd parties to resolve problems, incidents and requests that fall outside our support. Maintain regular communications and timely updates to clients.
  • Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs
  • Knowledge of systems including data security, protecting data through backup, configuring and using antivirus technologies; Windows desktop firewall.
  • Knowledge of MDM, Web filtering, monitoring platforms, system Centre, email systems.
  • In-depth understanding of computer hardware and software and be able to analyse and fix problems; understanding where issues may need to be escalated.
  • In-depth knowledge of the tools available to carry out diagnosis of networking problems and complete the installations.
  • In-depth understanding of various data encryption packages including the configuration, installation and ongoing support. Good awareness of the tools available within encryption software for rescuing data.
  • Ability to understand computer networking technologies and diagnose and resolve common problems such as network loops.
  • Ability to configure server operating systems for example for printers, creating and administering users, DNS DHCP and other server-based roles.
  • Ability to install and support software in an automated enterprise environment i.e. delivering software through Microsoft Active Directory.
  • Ability to relate to customers at all levels and explain complex technical issues in plain language via email or over the phone.
  • Ability to read relevant logs to identify problem areas and rectify or escalate to staff equipped to deal with these problems.
  • Ability to configure and support computer “Group policies” technologies to control the desktop environment for security purposes and to reduce on-going support costs.
  • Excellent verbal and written communication skills.

Successful candidates will hold an MCITP/equivalent qualification or be able to demonstrate the relevant experience in the field of ICT support.  This will be supporting VOIP systems, WSUS, door entry systems, CCTV, remote access systems.  Previous experience in dealing with a large volume of support tickets over multiple sites and providing excellent customer service together with prioritising own workload to meet customer needs and maintain SLA.

 

Candidates will be required to travel across the county and on occasion further afield.  A flexible attitude to working outside normal working hours is required to cover the occasional special requirements from customers.

  • Holiday entitlement of up to 31 days per annum, prorata (including bank holidays).
  • Permanent equivalent council pay rates offered from commencement
  • Pension contribution from employer
  • Flexible working hours
  • Opus candidates hear about jobs first
  • Opportunity to apply for permanent positions as an ‘internal candidate’
  • Consultants based on site within Shire Hall
  • Gain experience to support permanent applications
  • City centre location – great public transport links

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Testimonials

“I have dealt with Opus several times when recruiting temporary staff to my team. My requests are dealt with in a professional and friendly manner, and I know that I can approach them with any questions that I may have. Excellent service.”

Emma Williamson, Senior System Support Officer (Cambridgeshire County Council)

“Opus was very helpful in the recruitment process, I was lucky enough to get a placement within the council instantly. The team are incredibly friendly and are always happy to help.”

Jamaal Guthrie, Customer Service Advisor

“I just wanted to say how marvellous the LGSS recruitment team have been. I’ve got quite a few temps/vacant positions needing support and having Opus LGSS’ support has made everything so much easier. I’ve managed to fill one of my posts and I have interviews lined up for the others…”

Kelly Greenhill, Information and Support Team Manager (Northamptonshire County Council)

“The most important value that I have experienced while working with Opus, is the personal interface with the recruitment consultants. Being on hand and offering the opportunity to discuss the role and the type of candidate with the right level of skills and attitude.”

Tanya Pascual, Major Infrastructure Programme Manager (Cambridgeshire County Council)

“I highly recommend Opus as an agency. They were extremely supportive through all the recruitment process and the relevant paperwork. I’m thoroughly enjoying my new role and my colleagues are extremely friendly.”

Andreea Catarov, Business Support Officer

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