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Technical Administrator

Provides 1st level of technical support on installed networks, products or systems.

Job title:
Technical Administrator

Job Description:

Technical Administrator

To work within a team of support professionals to deliver administrative and technical support across Radio Service Support (RSS) radio contracts. Deliver effective admin support and excellent customer service in delivery of fault resolution as part of Incident management.

Working as part of the Radio support team the job holder will provide Technical Administrative Support on Radio service contracts as required. The role holder will support service call resolution and update incidents from customers, they will have the ability to question end users and evaluate issues effectively and be required to assist in fault resolution on radio service support contracts.

• Requires ability to question users and evaluate radio support issues effectively and provide initial identification of faults.

• Updating of asset information and CI records for operational Radio equipment, spares and repairs through fault replacement, repair and the Incident lifecycle.

• Maintaining Records and RMA's for 3 rd party suppliers, booking of replacements and spares used or incident resolution, on-site maintenance and track work across vehicle & fixed radio equipment.

• Assist in resolving basic faults on radio services equipment and confirm fault details as part of incident investigation and resolution.

• Update faults and RMA notes on Service tool and provide updates to the customer, engineers and managers on the status where required.

• Has knowledge of skills and availability of engineers/technicians to allocate and dispatch engineers to progress and update Incidents effectively.

• Provide service support and has an understanding in the delivery of Incident, Change and Configuration management across radio service contracts and customer support.

• Assist with scheduling of engineering support resources for delivery of contract services. This will consist of resource management for incoming customer inquiries, fault investigations, administrative work and scheduling of planned work and updating of resource tracking.

• The TA will be trained on ISO 20000 best practice processes. Other Company specific processes can be found from the Document Management System on the company Intranet

In addition to normal TA duties the primary focus of the roles is to support the radio team in the effective response to requests for service, Incident and Change management activities. There will be extensive liaison and communication with customer representatives to assist in the resolution of service related issues and inter-action with other supporting teams. Accurate and effective completion of service related documentation to ensure there is an accurate record of service related activities

The duties of a TA are detailed in subsequent sections. Performing in this role requires that certain activities are carried out within the following process areas:-

• Support of Incident and Service Request Management

• Assist with Configuration Management

• Assist with Change Management updates

• Awareness of Release Management

• Awareness of Problem Management

In respect to Incident & Service Request Management, the TA is expected to:-

• Monitor Incidents assigned to the RSS team and assist with management to resolution.

• Ensure accurate incident status and investigation information is recorded by TA's/Engineers on a regular basis.

• Supervise and identify improvements to Incident quality in meeting contract LSDM's.

• Support delivery of customer Sales orders and queries within Service Requests and track fulfilment and delivery.

• Manage 3 rd party supplier and customer Purchase Orders (PO's) and provide reports to the contract LSDM'S where required.

• Support RSS escalations for Incident resolution to radio engineers, Technical Architect, LSDM and RSS management.

• Demonstrate the ability to understand support issues highlighted by the customer and provide assistance in resolving their concerns.

• Support the Investigation and analysis of underlying causes of Incidents to assist in delivery of Problem Management.

With respect to Change and Release Management, where necessary, the TA is to:-

• Provide assistance with input for assessment to a Change raised by the RSS team in relation to requests for work and purchase orders.

• Raise and manage Standard and Emergency changes in line with the appropriate Change Process for RSS contracts.

• Support the implementation of Changes as planned and agreed for approved RFC's as authorised in line with the appropriate Change Process for RSS contracts.

• Report on RSS Changes on a regular basis to the management team and LSDM.

• Support the use of Release management in assessment and planning of Changes for radio contracts

Liaise with Configuration Management to ensure that, where necessary, the correct asset information is being updated via Incidents and Changes on customer CMDB

The TA will be expected to be self-sufficient and able to work on their own initiative, they will be required to be articulate and able to communicate with customers at all levels. The role is largely reactive and will involve working with their peers to plan and schedule tasks across the RSS team in an efficient manner.

Experience in the following technical areas is desirable.

¨ TETRA, Digital Radio and Analogue radio Network and National Airwave Services.

¨ Awareness of personal and vehicle used communication equipment including Voice, Data and AVL equipment used across the Emergency Services and Public Sector.

¨ Understanding of engineering diagnosis, repair and maintenance in support of radio and mobile communication systems. Including - DMR & TETRA Radio, Satnav's, Radio base stations, RF equipment and PC based applications

Communication and Teamwork

Demonstrate strong written and verbal communication skills. Demonstrate the ability to communicate well to external customers and team members. Gives credit and acknowledges contributions of individuals to team effectiveness. Demonstrate team working skills to achieve Company objectives. Build and maintain productive working relationships across a team environment. Customer Focus Have the ability to develop strong customer relationships, offering additional support and advice where possible. Interact across the Business when required and achieve results through others. Exceed expectations of your customers. Focus others on the requirements of your customers and involve others where necessary. Judgement and Decision Making Swiftly act where decisions are required whilst ensuring you have all relevant information. Use sound judgement and advice from others when making decisions Take responsibility for the decisions that you make and successful outputs. Learn from successes and failures to produce effective solutions to problems. Offer timely guidance and alternatives. Proactively shares learning with colleagues. Delivery and Ownership Take ownership for business objectives and delegate where appropriate Deliver against objectives and highlight any delays or issues in a responsible manner Make sure obstacles / barriers are overcome and that you solve problems that prevent you achieving your goals. Enthusiasm and Drive , Understand and support others in delivery of objectives. Work across the business to get things done in a proactive and professional manner. Be a champion for best practice / product improvements / service delivery / technological advancement / customer focus or quality.

Skills/ Attributes

• Experience of working within an Incident Service or Support desk environment

• Working knowledge of Windows and Office applications (Excel/Word/MS Access)

• Understanding of ITIL V2/V3 certification.

• Experience of working within a support team environment.

• Knowledge of helpdesk operations to include experience of customer service

• An awareness of ICT service desk operations and advising customers of equipment faults.

• Excellent written and verbal communication skills

Desired Qualifications

• BTEC ICT level qualification or ICT experience

• ITIL Foundation/Practitioner level Certified

• GCSE/A Level education English & Maths.

What is in it for you:

•A competitive basic salary

•23 days' holiday (rising to 27) with the opportunity to buy extra leave

•The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

•Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more

•Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology

•Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you

United Kingdom

Time Type:
Full time

Contract Type:
Chippenham, United Kingdom, gb