Job Purpose

The Field Support Technician carries out a wide and diverse range of activities such as completing service desk requests, troubleshooting issues with PC laptops and desktops, supporting colleagues in their use of software, sourcing and addressing connection issues and ensuring that devices are optimised against cyber security threats. The candidate will also work closely with the wider Digital Services team to ensure operational consistency across the SPS.

We’re looking for someone with great communication skills who will act as the first point of contact for colleagues accessing our IT services. You’ll have practical experience of working in a support environment, be comfortable with the rapid pace of change in IT, able to work on your own initiative as well as being a great team player and committed to continuously updating your skills and knowledge.

The role will cover both HMP Kilmarnock and HMP Greenock with HMP Kilmarnock being the home establishment.

Responsibilities

Install and configure workstation equipment to include both desktops and laptops.
Partners with other Digital Services team members to maintain security of the organisation’s computer systems.
Diagnose and troubleshoots end user computing problems including analysing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
Monitor the use of SPS applications and review user access to ensure it is relevant to each post holder’s role, ensuring to highlight any violations.
Clear communication verbally and in writing to all levels as you will be representing Digital Services from an establishment perspective. As part of the field support team, you will also be committed to the highest standards of service, working and communicating well within a team.
Co-ordinate and take responsibility for the planning and management of major changes within the establishments (Desktop upgrades, phone rollouts, etc)

Person Specification

SPS recruitment and selection practice is based on the fundamentals of our Competencies for Success Framework. This identifies behaviours and standards required both of applicants seeking to join us, and our staff in their respective roles. Assessment of specific behaviours, of which there are eight, will be determined by the role you are applying for. Whilst it is unlikely you will be assessed on all of them, you will be assessed on those identified as key to role.

Qualification Requirements

Minimum of five National 5 (or equivalent) qualifications, including English and Mathematics or relevant experience. Essential
ITILv4 or SDI Qualifications. Desirable

Knowledge, Skills and Experience Requirements

Solid demonstrable experience in desk side support, in particular the ability to log relevant incident/service request details as per service desk procedures. Essential
Experience deploying, maintaining, and troubleshooting various IT assets such as printers, VoIP devices and AV equipment. Essential
Broad experience supporting and maintaining common desktop applications and services (such as MS Office, O365, VPN clients, video conferencing and endpoint protection). Essential
Good numeracy skills including the ability to analyse and interrogate a wide range of information. Essential

Behaviour Requirements

Relationships & Collaboration
Solve Problems & Make Decisions
Listen & Communicate
Plan & Organise

For more information or to apply, please click the apply button.

Closing date: 12:00 13/06/2024.