Technology Services is focused on ensuring current and future investment in technology to maximise the opportunities to support ECC from a technology perspective. Bringing a new focus to understanding and supporting the business functions will be key in exploiting technology to deliver positive business outcomes. Service Management is a vital element ensuring TS Services are delivered to provide continuity of operation to agreed levels of service in support of business operations.

The postholder will provide ICT support services to Adult Community Learning (ACL), meeting all agreed service standards within the SLA.

The ICT Networks Technician plays a key part in supporting the effectiveness of technology in an educational environment, ensuring that equipment and services are maintained to a very high standard, ensuring self-motivation and attention to detail in a fast passed and at times pressured environment.

Accountabilities

* Responsible for handling complex incidents requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
* Responsible for facilitating recovery to normal operation in complex service environments involving multiple suppliers following resolution of incidents ensuring business services are operating normally to ensure customer satisfaction.
* Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.
* Responsible for analysing the causes of technically complex, multiple supplier incidents, and informing service owners in order to minimise probability of recurrence and contribute to service improvement ensuring continuity and effectiveness of business operations.
* Responsible for analysing metrics and reports on performance of the management process in support of simplification and continual service improvement to ensure minimal disruption in the business environment.
* Specific individual and shared targets and objectives are defined annually within the performance management framework.
* Proactively liaise locally in centres with ACL staff on technical support requirements to ensure cover is available for non-standard requests such as specialist equipment, outreach, hiring's or weekend support.
* Provide ACL staff with instruction and training on all ICT equipment when requested to ensure the customer can use the equipment appropriately to support teaching and learning.
* Provide technical and security support to examination staff and for all exams taken electronically to enable candidate access and ensuring that where required up-to-date software is installed and tested.

Knowledge, Skills and Experience

* Educated to A Level or equivalent in experience in a relevant subject
* Hold ITIL Practitioner level accreditation or equivalent professional qualification
* Evidence of continual professional development to keep pace with technical and business change that meet defined SFIA V7 competencies.
* Able to demonstrate good experience in a 2nd Line Analyst/Engineering or Service Desk role preferably working within a large Local Authority or with a Service Provider providing 2nd Line Analyst/Engineering or Service Desk services
* Must demonstrate a track record of working within effective teams delivering high quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use
* Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301,
* ISO/IEC 20000, PRINCE2 and MSP
* Proven experience in hardware and software installation; maintenance and support across Window, Linux and tablet devices.
* Experience in both LAN/WAN environments, working with routers; switches, filtering, firewalls (Sophos XG) and backup systems.
* Proven experience with Microsoft server 2019/2012 including AD, GPO, logging and reporting systems.
* Good written, verbal communication and presentational skills
* Good customer service skills

(Qualification certificates should be brought to interview)

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained.

Essex County Council is proud to offer an excellent benefits package to all its employees.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.