Technical Support Specialist


Premium Job From Experis IT

Recruiter

Experis IT

Listed on

28th March 2018

Location

Fareham

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

Technical Support Specialist (Solutions Engineer)

General Description of Role

The ACII Technical Support Specialist is responsible for building, implementing and supporting changes within the ACII Classroom environment, plus providing support to MoD's own support staff where required.

Supporting the classroom environment which encompasses the dual boot Bowman facility providing Virtual Battlefield Simulation with command and control training in addition to generic classroom facility used for other teaching such as JPA & MJDI. The ACII domain supported consists of approx. 100 servers and 3500 workstations located at 35+ sites. A large part of ACII work is change based including new and upgraded software, new hardware, furniture, and AV: defining, delivering, and supporting new classrooms in new locations.

Supporting the field-based exercise support requirement which may be delivered in locations within the UK and Germany, providing mobile LANs with 60+ laptops which require updating and maintaining as required.

Technical Responsibilities

* To research, develop, build, test, and advise on workarounds, permanent fixes, requests for change (RFC), and new technology as directed by the Service Manager/Programme Manager.

* To test hardware and software prior to rollout.

* Suggests alternative technical solutions to meet client requirements more efficiently, and/or with greater reusability, and/or longer life.

* To design hardware and software solutions in accordance with ACII IS procedures and documentation.

* To liaise with internal support groups and customer SME regarding design and testing issues.

* To adhere to all ACII IS policy documents including Change and Release, Configuration, Security, QA, SHEF and HR.

* To support the maintenance and upgrade of the Servers and back office services in accordance with ACII IS procedures.

* To maintain the security of the Network services in accordance with the Authority's SSPs and SyOps.

* To produce and maintain drawings, records, procedures, and other documentation related to ACII IS Services.

* Completing ad hoc tasks as directed by the Service Manager or Programme Manager

People Care Responsibilities

* Maintain a high level of customer satisfaction by clarifying customer SME and ACII Service Manager/Programme Manager needs and ensuring that they are met.

* To guide ACII technical support to enable enhancement of individual skills and working processes.

Resourcing / Workforce Planning

* Required to work under minimal supervision and use own initiative to complete work.

* Willingness to travel to customer locations as and when required

* Ensure Service Manager is aware of any problems with completing tasks assigned to you, seeking assistance where required.

* Contribute to the team's ability to meet target SLAs and KPIs

Project Management

* Provide direct support to the projects team in the delivery of projects as required

SME Development

* Attend all nominated training courses in support of further professional development

* Aim to complete at least one course per quarter either through direct training or through online courses.

Other Business Process Responsibilities

* Understands, supports and complies with business continuity policies and practices

If this role sounds of interest please do apply before Friday 6th April to be considered.

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