ICT User Support Engineer - Bedfordshire Fire and Rescue Service

Cambridge, England, United Kingdom

1/22/2025

Job Description

On Behalf of BEDFORDSHIRE FIRE AND RESCUE SERVICE

ICT USER SUPPORT ENGINEER

BASED AT CAMBOURNE STATION, CAMBRIDGE – With frequent travel to our offices in Bedfordshire and Cambridgeshire

Hours: 37 per week – flexitime

£34,314 per annum rising to £37,035 per annum

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.

Key Responsibilities:

• 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.
  
  

You will have:

• 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.
  
  

Next steps

If this role is of interest, please visit our website https://www.bedsfire.gov.uk/careers/search for further information and to make a formal application. We ask that you include your full career history and reference your skills and experience in line with the job description and person specification within your application and supporting statement.

Closing date: Thursday 6 February 2025

The interview / selection process will take place on Friday 14 February 2025

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 is an equal opportunities employer that welcomes applications from all sections of the community.

Bedfordshire Fire and Rescue Service’s recruitment and selection procedures reflect our commitment to safeguarding and promoting the welfare of Adults, Children, and Young People, and all staff and volunteers are expected to share this commitment.