Digital Solutions Technician

Role Breakdown:

Performing at both 1^st and 2^nd Line, you will play a critical role in ensuring the smooth functioning of Humberside Fire and Rescue Services, IT systems and services. As a Digital Solutions Technician you will be responsible for providing technical support to HFRS (Humberside Fire and Rescue Service) staff, resolving issues promptly and working to a ticket-based priority system. You will be working as part of a small technical team managing equipment, maintaining hardware details and knowledge bases, and supporting a range of ICT hardware, software, and networks with a focus on achieving first-time fixes. In addition to delivering support, the position entails assisting in small-scale projects for ICT service implementation or changes and delivering training to users and internal staff. Primarily based at our headquarters in Hessle, you will provide support both on site and remotely, on occasion there will be a requirement to travel to the local sites in the Humber and North Lincolnshire areas as such a driving license is essential for this role.

Digital Solutions Technician – Core Skills

• Categorising, prioritising, and resolving incoming tickets within agreed SLAs adopting ITIL best practices, escalating complex issues and using a collaborative approach with the lead specialists, external partners and suppliers when necessary.
• Good understanding of ICT security best practices, creating and maintaining documentation such as technical guides, procedures and working processes. Identifying potential ICT risks and implementing corrective actions, contributing to the improvement of our technical infrastructure and processes to enhance efficiency and reliability. Familiar with the most common of Microsoft products including: O365 suite, MS Server Environment, Hyper V, Active Directory, Group Policies, Intune and Azure.
• Managing small-scale IT projects such as software deployments, hardware upgrades, and system migrations, providing regular updates on project status, milestones achieved, and any deviations from the original plan.

Personal Characteristics:

• Empathy and patience when dealing with staff’s technical issues.
• Proactive in restoring users to normal working conditions.
• Effective in forming working relationships with colleagues.
• Accountability for work and support of Digital Solutions objectives.
• Efficient management of inventory and equipment.
• Comfortable with driving and responding to Service Desk calls.
• Ability to present information in an informative and engaging manner.
• Able to communicate complex solutions to all levels of audience.
• Quick learning and adaptability in rapidly changing technology environments.
• Ability to work effectively as part of a multi-disciplinary team or alone.

Recruitment Process (2 Phases)

If your core skills and personal characteristics match the above, we would encourage you to send your Current CV to HR@humbersidefire.gov.uk.

Eligible candidates will be invited to attend a Phase 1 Q&A session to learn more about the Lead Specialist role within the Fire Service. A short technical assessment will also be completed during Phase 1.

If you are successful after Phase 1 you will be progressed to Phase 2 and invited back for a more traditional interview.

Please note, previous applicants need not apply.

Closing date – 28^th July 2024

Anticipated interview dates 7^th/8^th August