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Comms Support Desk Engineer

Capita
Job LocationChippenham
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Were supporting our clients as they adapt to the unprecedented circumstances brought about by COVID-19. Were currently recruiting for essential roles, which will help our clients deliver vital services for people and businesses at this time. All interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.Its important to note that most of our sites are now closed and employees are working remotely where they can. Where offices are required to stay open, we are following government guidelines on personal hygiene standards, daily cleaning of employee work areas, maintaining safe distances and limiting the number of people in the office at one time. We also have clear policies on business travel and continuity. The welfare of our people is of paramount importance to us, and were doing everything we can to keep our employees and customers safe during this time.Based at Methuen Park Chippenham, the Comms Systems Support Department is the 2nd Line Support team for the DS2000/DS3000 digital switch and mobile data systems used by the emergency services supporting more than 70 customers on over 130 sites. This team deals with triaging new incidents/second line incidents/incident escalations, supporting the 1st line Field Service teams and performing regular software/hardware updates/upgrades to customers equipment at a national/international level.The Communications Support Desk Engineer role comprises the following requirements:

  • To provide a Triage function for all DS3000 incidents logged by customer.
  • Handle Incidents or Problems that have been passed to CSS Department.
  • To provide technical support to 1st line Field Engineers.
  • To provide technical support to users.
  • Escalate to 2nd Line engineers where appropriate.
  • To follow procedures in line with company policy (i.e. Local Procedures or ISO20000-1 defined processes) and suggest and follow-up improvements in line with CSIP.
  • Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within the required SLAs.
    • What were looking for:
  • Experience of delivering against Service Level Agreement targets and meeting customer expectations.
  • Working experience of ServiceNow.
  • Technical knowledge of current & legacy Windows operating systems.
  • PC/Server Support experience (hardware and software).
  • Problem solving and diagnostic skills, including remote investigation and diagnostics.
  • Working knowledge of virtualisation technologies (VMWare Hyper-V).
  • Customer service experience.
  • Must be able to work well as part of a team.
  • Excellent Communication skills both written and verbal.
    • About Capita SoftwareCapita Software is one of the UKs largest software companies. We work across multiple sectors, both in the UK and internationally, to help organisations to modernise their processes and applications and provide a better experience for their customers. Our enterprise software products range from remote medical technology which support patients worldwide, to solutions which help keep electricity supplies and the UK rail network running.About Secure Solutions and ServicesCapita Secure Solutions and Services is the UKs leading provider of innovative, secure, resilient products and services for the emergency services, critical responders and national infrastructure providers. Our unique portfolio covers a range of products from supporting records management with our PoliceWorks platform to managing body worn video with EvidenceWorks and transforming control room operations with ControlWorks. Everything we do aims to make the most of assets and resources to help our customers operate efficiently and securely - and joining this team, so will you.Whats in it for you
  • A competitive basic salary & Car
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks fully paid maternity, adoption and shared parental leave…and plenty more
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
    • Youll get the chance to follow your chosen career path anywhere in Capita. Youll 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 well provide the support you need to do just that. Our purpose is to create a better outcome for you.What we hope youll do next:Choose Apply now to fill out our short application, so that we can find out more about you.Were an equal opportunity employer, which means well consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and were committed to creating an inclusive environment for all employees.

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