ICT Support Technician

Reporting To:  ICT Lead

Position Overview

Reporting to the ICT Lead within Operations, and as a member of the ICT team, be the first point of contact for all ICT incidents and service requests, ensuring that enquiries are answered and resolved in an efficient, customer focused manner, either directly or by support of other members of the team, or third-parties. Provide a high degree of customer service for all support queries. Configure and deploy mobile devices for new and existing project team members. Participate in office moves and changes, including the relocation of PCs/monitors etc.

The successful applicant will also be required to assist with support of the product utilised at the Fire Service College to create Simulation Software scenarios. This product is utilised to support the development of emergency service responders. Scenarios are developed utilising computer-generated imagery, created within the Simulation Software and built using a vast range of blank platforms to replicate the environment in which emergency workers operate.

 

Principle Accountabilities / Responsibilities

  • Maintain, troubleshoot and assist with infrastructure and applications supporting the business daily operations
  • To ensure all services provided are delivered within agreed SLA and commitments
  • Provide support in the delivery to training courses both locally and remotely and provide an ICT platform to support college staff and personnel in their daily operational activities
  • Interface and build strong relationships within the business
  • Provide PC, laptop, printer, projectors and all peripheral desktop support
  • Telephony environment support
  • Collate and produce a monthly ICT performance management Information Report of incidents/problems/availability and usage reporting
  • New starter management – including acquisition of mobile phones and set up of user accounts/desk/laptop profiling
  • Build/profiling of laptops/desktops
  • Office moves – equipment install/moves when required
  • Event and course support – classroom equipment – ensure smooth running and customer satisfaction
  • Simulation Suite ICT support (training given)
  • Simulation software support for the build phases of scenarios working alongside subject matter experts (training given)
  • Support for tablet / IPad users

 

Required Role-Specific Competencies / Experience / Educational Qualifications

  • ICT qualification / hands on experience
  • GSCE’S or A levels
  • Previous ICT support function experience preferred but not essential
  • Willing to undertake qualification study work out of hours

 

Person Specification

  • A professional attitude and appearance at all times
  • Customer first attitude
  • Excellent written and oral communication skills; the ability to communicate effectively
  • Ability to meet targets and strict deadlines
  • Attention to detail, highly organised and efficient approach to tasks
  • Competent in the use of Microsoft Office products
  • A can-do attitude

 

Next steps

Applicants should submit a CV and a covering letter (the letter being no more than 2 sides of A4 in length) explaining why they are suited to this role to opportunities@fireservicecollege.ac.uk.  

If you meet our requirements, you will be invited in for an interview at the college, however if you do not hear anything within 21 days of applying, please take it that your application has been unsuccessful. 

 

GDPR

Please note that in order to comply with the latest GDPR regulations, all data will be erased from our systems within 12 months if you are unsuccessful, or 6 years if you are successful, once you have left. Please see our privacy notice.

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