|Main purpose of the role:
Provide a high quality, 3rd line technical support and advisory service for commercial applications for staff within Kent Police, Essex Police and any other organisation for which a contracted service is provided. in order to deliver excellent standards of service delivery and ensuring that commercial applications are fully utilised and that users are equipped to exploit the systems to their full potential.
Deliver a high quality 3rd line technical support and advisory service in respect of commercial applications, providing for the implementation, maintenance and resolution of 2nd/3rd line problems affecting installed collaboration and system management software, promote and facilitate continued development and exploitation of systems, maximising business benefits and ensuring excellent standards of service delivery to IT users throughout Kent Police and Essex Police. Design, develop, configure and implement commercial applications in response to business requirements or as the result of pro-active investigation and research, undertake testing of hardware and/or software using supplied test procedures and diagnostic tools, complete impact analysis of newly deployed software/applications, including the transition activity which involves fault diagnosis and feedback, so as to support and ensure the effective implementation of new and upgraded systems and minimise customer impact. Provide a skilled and effective third line incident management service in respect of incidents affecting applications, undertake technical diagnostics and analysis to enable resolution, escalating to management where there is an unforeseen or exceptional event and supporting specialist teams when the incident is of a major or critical nature, in order to return full IT services as quickly as possible in order to satisfy the service levels required by users. Deliver a skilled and effective third line problem management service for applications, where the root cause is unknown, undertake proactive monitoring of applications and software and carry out preventative maintenance services, in order to ensure equipment is performant, pre- empt hardware failures and the applications are up-to-date in respect of security patches and anti-virus software etc and to minimise risk to IT services. Evaluate and undertake impact analysis on significant application design options, standards methods and tools, carry out cost benefit analysis and risk analysis, reviewing upgrades and fixes available from system software suppliers and identify those which merit action, preparing software implementation procedures with fall back contingency plans, ensuring that that new versions of system software are thoroughly tested and properly installed. Provide a high quality customer service and technical consultancy service to all customers, producing defined technical reports and management information, updating users on progress in relation to reported incidents and requests for services, delivering appropriate 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. Develop and maintain effective working relationships with suppliers, maintenance companies, contractors and internal customers regarding the ordering, delivery and repair of equipment, consulting on problems, services and developments and representing the Department on User Groups, Working Parties and Policy Groups, in order to support enhancements and the development of systems and technology. 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 that allows customers to search and resolve their own technical issues and questions and assists with the speedy resolution of problems.Necessary experience:
The post holder will have a thorough knowledge and understanding of the Forces IT application architecture, including the framework and principles on which servers, networks and operating systems are based eg Windows Server, UNIX, LINUX, Oracle, SQL-Server, TCP/IP. 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. The Senior Application Engineer is likely to be educated to HNC standard or equivalent IT related qualification, plus the ITIL Foundation certification. They will possess Level 5: NVQ for Information / Communication Technology Professionals or equivalent qualification. The post holder will require a technical practitioner background with at least 3 years experience in a large organisation of comparable size providing support for enterprise applications management and delivery. The post holder will have proven experience working within ITIL service support processes and practices including the application of quality and performance standards to all aspects of 2nd and 3rd line technical support duties and systems lifecycles. They will be experienced in investigating a full range of incident and problem situations to diagnose and resolve underlying causes on a range of technology and interconnected systems. Proficiency in the management of commercial applications and full knowledge of the ITIL change control and release management life cycle is essential. The post holder will ensure all work is carried out and documented in accordance with required standards, methods and procedures. They will also require a thorough knowledge and understanding of components management and business continuity planning.Apply Now! To get your CV in front of the hiring manager today.
Randstad Business Support is acting as an Employment Business in relation to this vacancy