ICT User Support Engineer

We are looking for an experienced ICT User Support Engineer who will be providing a customer focused 1st and 2nd line ICT support service to users across Bedfordshire and Cambridgeshire Fire and Rescue Services. In this role you will be working as part of the ICT User Support Team and will be logging and managing calls to successful resolution, keeping users informed throughout the process and visiting users to resolve issues as and when required., * Proactively manage calls, prioritising tasks to meet Service Level Agreements (SLAs).

• Provide technical support for Microsoft Office, Exchange, and Active Directory.
• Allocate and escalate calls to internal and external support groups.
• Undertake the installation, testing, upgrading, control and management of all configuration items of the ICT user infrastructure including laptops, tablets, phones, etc.
• Maintain accurate documentation and asset registers.

• BETC level 2 qualification in ICT or equivalent working experience.
• In-depth experience working on a Service Desk, handling telephone calls, assigning and escalating calls to internal and external support providers, and managing calls with 3rd party support agencies through to resolution.
• In depth experience of installing, managing, maintaining and upgrading all aspects of the end user infrastructure including end user delivery technologies, end user devices, security and Microsoft 365 desktop products.
• In depth experience of delivering ICT user infrastructure support in a multiple site environment.
• In depth experience of supporting user administration in MS Exchange and Active Directory.
• Excellent customer service skills with a proactive, customer focussed approach to support and find solutions.
• Strong organisational skills and the ability to work independently to meet deadlines, with the ability to work unsupervised.
• Ability to work methodically and logically to coordinate and plan workloads, adapt to changing priorities, and meet Service Level Agreement targets.
• Current full driving licence with no pending issues.

For more details on the essential criteria required for the role, please see the attached job description and person specification. Why work with us We recognise that you are looking for more than just a career. A few of our benefits include:

• Hybrid working patterns
• Flexi-time scheme including flexible start and finish times, variable lunch breaks and flexi-leave days
• Local Government Pension Scheme
• Holiday allowance of 25 days* (plus public holidays) on joining; increasing to 30 days* after 5 years' service and 32 days after 10 years' service (*pro rata if part time or irregular working pattern)
• Free onsite parking
• Instant access to 'Lifestyle Savings' platform includes a range of discount cards from well-known and independent retailers
• Eligible to sign up to 'Blue Light Card' with access to thousands of amazing discounts online and on the high street., In this role, you will participate in our extended hours IT support service on a rota basis (additional allowance will be paid). This post will be exempt from the provisions of Section 4 (2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) (England and Wales) Order 2023. Therefore, applicants are not entitled to withhold information about convictions which for other purposes are 'spent' under the provision of the Act. The appointment will be made subject to satisfactory pre-employment clearances, including an enhanced Disclosure and Barring Service (DBS) clearance at the level required for the role. Bedfordshire Fire and Rescue Service's recruitment and selection procedures reflect our commitment to safer recruitment, and to safeguarding and promoting the welfare of Adults, Children and Young People and all staff and volunteers are expected to share this commitment. Bedfordshire Fire and Rescue Service is an equal opportunities employer that welcomes applications from all sections of the community. As a Disability Confident employer, we guarantee an interview to disabled applicants who meet the minimum criteria for the role. Reasonable adjustments are available throughout the recruitment process. As part of our commitment to the Armed Forces Covenant, we encourage applications from those who have served, are serving, or are part of a military family. Your skills and experience are valued here. Internal BFRS staff only - Internal applicants who meet the essential criteria and are at risk of redundancy, or who are under notice as a result of Service redesign, will be given priority consideration in accordance with Service policy.