Technical Administrator

Salary: £26,000 per year

We have an exciting opportunity for Technical Administrator to join our company.

Purpose of the role

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 servcie 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 3rd party suppliers, booking of replacements and spares used for 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.

Who we are looking for:

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

Incident and Service Requests

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 3rd 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.

Change and Release 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.

Configuration Management and Problem Management

• Liaise with Configuration Management to ensure that, where necessary, the correct asset information is being updated via Incidents and Changes on customer CMDB.
• Support Configuration Management tasks to rectify incorrect information held about a Configuration Item (CI) or asset related to its change of status.

Why work for us:

We aim to offer an inclusive and great place to work. We are passionate about building diverse teams and celebrating individuality. We love seeing our people grow and develop their careers and in return we reward talent with competitive salaries and great benefits.

When you choose a career with us you also get access to a wide range of excellent, highly competitive benefits such as:

• Career progression
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Flexible/Hybrid working (including working from home where the job allows)
• 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
• 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

About SSS Public Safety

SSS Public Safety (formerly Capita Secure Solutions and Services) is a leading solution provider to the Police, Criminal Justice, Emergency Services and Critical Responder sectors across the world; helping to realise benefits through technology-enabled Digital Transformation. We pride ourselves on being innovative and our integrated portfolio of solutions is testament to the continued investments we make. Our solutions encompass Control Rooms and Contact Centres, Integrated Communications, Digital Evidence Management, Records Management, ERP solutions and Critical Messaging services supported by a fully integrated, secure mobile and agile working capability.

Equality Statement

We’re an equal opportunity employer, which means we’ll 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 we’re committed to creating an inclusive environment for all employees.