ICT Support Technician - Advertised on behalf of Essex CRC

Job Introduction

Essex CRC are currently recruiting for a ICT Support Technician.

You will provide 1st and 2nd line support to CRC staff from the CRC Hub location for all Information Systems, devices and tools. You will also act as the bridge between CRC staff incidents and service requests with other 2nd line and all 3rd line resolutions groups.

You will be required to support the delivery of Security controls for ISO27001 and protectively marked systems and tools and, where appropriate, acquire and maintain relevant audit evidence

If you have excellent communication, customer service skills and have a logical and analytical approach to fault finding this is a great opportunity for you.

*Interviews will be held week commencing 20th March*

Role Responsibility

• Undertake Level 1 and 2 fix and repair to resolve incidents reported by CRC staff
• Maintain records of requests and tasks to complete incidents and service delivery in the service manage-ment tool
• Maintain accurate log entries of requests with fault details and contact information
• Co-ordinate specialists at Level 2 or 3, or third parties to resolve issues reported
• Maintain and operate field based equipment including some AV equipment, telephony, CCTV and access Control
• Support colleagues and in other CRCs, remotely, as is necessary
• Follow agreed procedures, assist customers in a pleasant and professional manner.
• Follow escalation procedures, promptly allocating unresolved items as appropriate.
• Ensure that incidents and requests are processed within the agreed SLAs as defined yearly by the Head of IT for CRC.

The Ideal Candidate

Essential

• Minimum, achievable in role, ITIL Foundation certification
• Excellent customer facing skills
• Logical and Analytical approach to fault finding/elimination
• Effective communicator in translating reported issue to Technical resolution specialists
• Ability to document and communicate complex procedures in a simplistic manner.
• Knowledge of operating in Protectively marked operation
• Must achieve clearance to work on systems at “Official” status
• Have a passion for support

Desirable

• Knowledge and experience of working in a CRC environment
• Microsoft qualification at MSDT/MCSE or similar
• Basic understanding of networking principles WAN and hands on knowledge for LAN

Package Description

Band 3 starting salary of £22,039

37 hours per week, 27 days holiday + 8 bank holidays, defined contribution pension scheme, company sick pay, group discount scheme.

About the Company

Essex CRC’s purpose is to change lives for the better by reducing reoffending and improving the quality of life of those under our care and supervision. We do this by supervising adults who are sentenced to Court orders in the community, or who are released from prison on licence. We deliver a wide range of interventions that enable us to deliver Court ordered requirements, reduce reoffending and risk of harm. These include, community payback, accredited programmes, community integration and wraparound services that address criminogenic need.  

Essex CRC, Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.