ICT Support Engineer Remote
Job description
Join Police Digital Service as an ICT Support Engineer.
We are seeking a skilled and customer-oriented ICT Support Engineer to join our Corporate ICT team. As an ICT Support Engineer, you will play a pivotal role in delivering technical support and contributing to the ICT service delivery and organisational priorities of Police Digital Service. Your responsibilities will include responding to user , troubleshooting technical issues, and collaborating with a team of technology specialists to deliver a secure, robust, and highly available service offering that adds significant value to the delivery of UK Policing.
Key responsibilities:
- Answer internal and external customer calls and tickets within service level agreements.
- Resolve queries & requests at the first point of contact wherever possible, escalating issues that may impact on customer service or the ability to deliver to expectations.
- Log and maintain regular, accurate updates on all incidents, requests and assets within the Service Management Tool, ensuring all resolutions are well-documented in the technical knowledge base.
- Participate in the rollout of new programmes, software upgrades/patches and contribute to the change process – ensure user groups are kept informed ahead of any potential disruption.
- Liaise with internal and external customers and 3rd party suppliers for the ordering and delivery of goods and services.
- Monitor and review the quality of service delivered, analysing trends and patterns to proactively address issues and enhance the ICT Service.
- Manage a portfolio of own skills to identify gaps in capability and knowledge that may impact on the ability to meet the demands of the business and highlight these to line management.
- Flexibility to work in shifts, occasional requirement for field work and participation in an on-call rota if required.
Key criteria:
- Proven experience as an ICT Support Engineer, or similar ICT Support role.
- Experience in ITIL Service Management practices, with a good understanding of ITIL framework, ideally in the Policing, Defence or UK Public Sectors.
- You will be an experienced problem solver with excellent analytical skills in a highly technical environment, with in-depth knowledge of hardware, software and networking.
- Capable of managing tasks and prioritising workload efficiently while meeting deadlines.
- Possessing a broad technical skill set and a commitment to personal development.
- Excellent customer service and communication skills, both written and verbal, with the ability to explain technical concepts in a way that is easily understood by customers.
- Demonstrate high levels of integrity and confidentiality when dealing with sensitive information.
- High standards—you will know what good looks like and want to deliver it.
Security clearance level: NPPV3 and SC (this is not a prerequisite and can be applied for following a provisional offer of employment).
Why Join us?
- Balance is important and we want you to take time off to recharge – we offer 28 days’ annual leave plus bank holidays, rising to 30 days after 5 years of service. Holiday Purchase also available
- Flexible working hours - We trust you to do your job and we appreciate that life doesn’t always fit around a 9 to 5 workday. We operate core hours of 10 to 4, Monday to Friday (37hr week)
- We care about your well-being – we have an EAP that offers not just welfare benefits but also retail discounts
- Plan for the future – we offer an excellent pension scheme and life assurance cover
- Put your mind at rest regarding your health – offering remote GP, mental health and physiotherapy appointments via video consultation
- Family - Enhanced maternity and paternity pay along with a flexible return to work
- Community - one paid day off per year for volunteering
You can find out more here:
Benefits – Police Digital Service (pds.police.uk)
About Police Digital Service
To protect people from harm in our rapidly changing world, police services must not only keep up with technology and business changes but develop capabilities and ways of working that will enable them to adapt to and deal with the complexity of modern criminality.
Police Digital Service strives to be the go-to partner for technology developments and programmes across UK policing. Our team provides technical advice and delivers services to help policing and law enforcement organisations across the UK prioritise and focus on technology efforts.
Our vision is to support UK policing to keep people safe, get more from technology investments and make better use of public money, and we’re always on the lookout for great talent to help us achieve this.
Our Values are:
- We value People
- We do the right thing
- We are innovative
- We are one Team
- We are proud and passionate
Diversity, equity and inclusion
We are committed to equal opportunity for all and will not discriminate on any grounds. We encourage applications from people from the widest possible span of experience. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates and people with disabilities.
Working Arrangements
This is a fully remote role with the occasional requirement to attend site and participate in the on-call rota if required
