JOB DESCRIPTION. POST TITLE: First Line Support Engineer POST NO:

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1 JOB DESCRIPTION POST TITLE: First Line Support Engineer POST NO: GRADE: DEPARTMENT: SECTION: REPORTS TO: SO2 Finance and Resources Digital Services First Line Support Manager MANAGES/SUPERVISES: None PRIMARY JOB FUNCTION 1. To manage all incidents and customer requests from receipt to resolution and closure ensuring service level agreement targets are met. 2. To complete the initial diagnosis of all incidents and either resolve to the customers satisfaction using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes. 3. To fulfil standard requests using documented processes and procedures or escalate to Second Line Support or Application Support using agreed processes. DUTIES AND RESPONSIBILITIES 1. Receive and log calls on behalf of customers using our IT Service Management tools ensuring accurate data entry. 2. To manage incidents, requests and problems in line with the ITIL incident management, request fulfilment and problem management processes and local procedures. 3. Promote best practice and adherence to change management processes within Digital Services. 4. Provide remote assistance over the phone, through instant messenger and through the use of remote support tools including SCCM, Dameware and Citrix Go to Assist. 5. To install or reinstall software and to image or reimage computers and handheld devices locally or using remote deployment tools. 6. Reset passwords using agreed procedures to maintain system security.

2 7. Update records throughout all stages of all processes so customers and colleagues can view the latest information at any time. 8. To complete routine systems administration tasks. 9. Proactively keep customers informed throughout all stages of all processes by phone, and instant messenger. 10. Encourage and support customers to use self-service systems to log, update, chase, receive updates and cancel calls. 11. Escalate calls to the First Line Manager, Second Line Support and Application Support as required. 12. To receive alerts and monitor the availability and performance of ICT systems using tools including Solarwinds and Microsoft SCOM. 13. Receive, review and update documentation to assist with the resolution of incidents and the fulfilment of requests. 14. To maintain accurate records relating to incidents, requests, assets, licences and other aspects of IT service management. 15. To participate in team meetings. 16. To undertake other duties commensurate to the grade of the post. ADDITIONAL: The service operates from 8am to 5.30pm so you will be required to work as directed within these hours according to the needs of the service. To use and assist colleagues and customers in the use of information technology systems to carry out duties in the most efficient and effective manner. To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager. To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder. The post holder is expected to be committed to the Council s core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way they carry out their duties. Ensure all the services within the area(s) of responsibility are provided in accordance with the Council's commitment to high quality service provision to users.

3 Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation. Carry out duties and responsibilities in accordance with the Council s Health and Safety Policy and relevant Health and Safety legislation. At all times carrying out responsibilities/duties within the framework of the Council's Dignity for all Policy. (Equal Opportunities Policy). Post holder Declaration Name Signed: Date:

4 PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job. It has been used to draw up the advert and will also be used in the short-listing and interview process for this post. You should demonstrate on your application form how you meet the following essential criteria. Department: Finance and Resources Section: Digital Services Post Title: First Line Support Engineer E1 E2 E3 E4 E5 E6 REQUIREMENTS Grade: SO2 EDUCATION and EXPERIENCE Proven experience of supporting ICT hardware and software in a large organisation, assisting customer over the phone and using remote support tools. KNOWLEDGE, SKILLS and ABILITY Proven ability to communicate with colleagues with varying levels of ICT skills in potentially pressured circumstances. Proven ability to record detailed information accurately, reviewing with the customer and prompting for additional information as required. Demonstrable ability to follow and relay detailed instructions to customers to assist in incident management and request fulfilment. Proven ability to use ICT systems and tools to provide remote support including resolving incidents, reimaging devices and installing software. Proven ability to use monitoring tools, responding to alerts and initiating appropriate action in line with agreed processes. E7 Demonstrable ability to prioritise work to meet service level agreement targets. E8 E9 E10 E11 E12 Proven ability to empathise with customers and respond sympathetically to circumstances. Demonstrable ability to create, review and maintain effective documentation on processes and procedures to assist with incident resolution and request fulfilment. Knowledge of and ability to work to standards such as Information Technology Infrastructure Library (ITIL). Demonstrable ability to communicate effectively in both written and oral presentation and at all levels. Knowledge of the legal and regulatory framework relevant to the management of a public sector ICT service. /T* /T

5 COMMITTMENT TO EQUAL OPPORTUNITIES E13 Demonstrable ability to adhere to the Council s Dignity for All policy. SPECIAL REQUIREMENTS E14 E15 This role will require you to obtain an Enhanced satisfactory clearance from the Disclosure and Barring Service formally known as the Criminal Records Bureau (CRB). This post requires a Baseline Personal Security Standard pre-employment check. E= Essential *Assessed by: A= Application I= Interview T= Test