Service Engineers, Service Analyst - West Midlands Fire Service

Birmingham Permanent
  • Some GREAT opportunities to make a positive impact
  • Excellent pension, benefits

About Our Client

About Us

West Midlands Fire Service (WMFS) serves a population of nearly three million people across seven local authority areas, and is rated outstanding in its overall effectiveness by His Majesty's Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS). We also achieved first place in the UK Top 50 Most Inclusive Employers in 2022/2023.

We operate 38 fire stations across the West Midlands, with 1,164 firefighters working to make the conurbation safer, stronger and healthier.

But there's a lot more to WMFS than putting out fires. From the risk-based locations of our stations and how we're governed, to Our Plan and Community Risk Management Plans - everything is connected.

About Digital and Data

Our Digital and Data team is the technological heartbeat of WMFS, focused on providing intelligent services to our communities through our digitally-empowered workforce.

Four teams are based at our Birmingham headquarters:

  • Infrastructure
  • Mobilising
  • Service Support
  • Software Development



These teams provide support 24 hours a day, 365 days a year to all WMFS fire stations and sites.

Office Culture

Our office culture is professional but relaxed. When working at our HQ you'll be in an 'agile' open plan office, where hot desks are available to book. You could find yourself working with a variety of colleagues from across the service, including operational and other support staff. The service has a 'hybrid' working policy, and you will be expected to be 'in office' for at least three days of your working week.

All this has helped WMFS to secure its reputation as one of the leading employers in the West Midlands.

Job Description

To read more about West Midlands Fire Service and these fantastic roles, please go to the link below:

https://www.michaelpage.co.uk/clientprofile/west-midlands-fire-service

As the Service Engineer Team Lead, working within the Support services team you will be required to work closely with the Service Delivery Manager to design, implement and deliver effective customer focused service delivery to all IT users across the brigade. You will be responsible for providing excellent support service for all end-user devices, allowing the staff to focus on making the West Midlands Safer, Stronger and Healthier.

https://www.michaelpage.co.uk/job-detail/service-engineer-team-lead-west-midlands-fire-service/ref/jn-092023-6174339

As the Service Engineer you will be working within the Support Services team to deliver effective customer focused service delivery to all IT users across the brigade. You will be responsible for providing an excellent support service for all end-user devices, allowing the staff to focus on making the West Midlands Safer, Stronger and Healthier.

https://www.michaelpage.co.uk/job-detail/service-engineer-west-midlands-fire-service/ref/jn-092023-6174356

As the Service management Practitioner, you will support the Service Management Team who are responsible for implementing the strategic direction for Service Management. You will support the implementation of Service Management best practice, processes & procedures. You will also ensure services are defined, measured, reported, & continually improved to meet the evolving needs of business. In addition, to provide support to the Service Management team who are responsible for ensuring that 3rd party suppliers deliver to their contracted Service Level Agreements (SLAs) & holds them to account if performance does not meet expectations.

https://www.michaelpage.co.uk/job-detail/service-analyst-west-midlands-fire-service/ref/jn-092023-6174363 

The Successful Applicant

Service Engineer Team Lead (not exhaustive)

  • Experience of leading a team of engineers working in a second line ICT Service Support role for a minimum of 12 months.
  • Able to demonstrate knowledge and experience of working in a support/installation role within a Windows network.
  • Experience of providing second line support in a Windows 7/ Windows 8 / Windows 10 & MAC environment.
  • Experience of working in an ITIL environment
  • ITIL V3 or V4 certification at foundation level
  • A wide-ranging experience of Cloud-based technologies such as Office 365, inTune, MDM etc.
  • Experience of supporting organisation wide ICT systems with a good understanding of understanding of network architectures.
  • Experience of ICT support including servicing, repair and administration of PCs and associated peripherals.
  • Demonstrate a commitment to personal & team development.
  • Evidence of excellent communication, prioritisation and workload management skills.
  • Evidence of taking a major role in an ICT project.
  • Experience of working with third parties.



Service Engineer (not exhaustive)

  • Experience of working in a second line ICT Service Support role for a minimum of 2 years.
  • Able to demonstrate knowledge and experience of working in a support/installation role within a Windows network.
  • Experience of providing second line support in a Windows Desktop environment.
  • A wide-ranging experience of Cloud-based technologies such as Office 365, inTune, MDM etc.
  • Experience of troubleshooting Security related events (Malware etc).
  • Experience of patch management in relation to endpoint.
  • Experience of remotely installing applications using appropriate technologies.
  • Experience of supporting organisation wide ICT systems with and good understanding of understanding of network architectures.
  • Evidence of excellent communication, prioritisation and workload management skills.
  • Evidence of taking a major role in an IT project.
  • Experience of working with third parties.
  • Experience of supporting organisation wide ICT systems with an excellent understating of IP networks.



Service Management Practitioner (not exhaustive)

  • Must have excellent interpersonal and customer focus skills- Soft Skills.
  • Problem Solving - Ability to listen and analyse information in order to facilitate technical solutions.
  • Must be a highly motivated team player.
  • Ability to work pro-actively in a customer focused team environment.
  • Ability to work in a fast paced pressured environment with minimal supervision.
  • Knowledge of supporting Microsoft Operating systems.
  • Knowledge of supporting Microsoft Office applications.
  • Ability to manage calls in line with established Service Level Agreements.
  • Proactive in analysing trends to identify root causes and solutions.
  • Ability to produce both technical and user documentation.
  • Self motivated and conscientious with excellent attention to detail.
  • Must have a can-do and pro-active attitude with a passion for delivering excellent service delivery.
  • Flexible approach to undertake diverse tasks.
  • Must be able to work flexible hours on a shift rota basis often supporting short notice changes.



 

What's on Offer

Benefits

As well as making a real contribution to the safety of our communities and working for a forward-thinking, innovative and inclusive organisation, a career at WMFS offers you so much more!

Along with a competitive salary and the fantastic contributory Local Government Pension Scheme, we offer a wide range of benefits from learning and development opportunities to lifestyle savings and discounts.

We have a Wellbeing Strategy and also offer:

  • flexible/agile working arrangements
  • generous flexi-time scheme
  • free, on-site gym facilities
  • in-house occupational health services, including access to occupational health advisors, fitness advisors, a sports therapist, physiotherapist, CBT therapist and counsellors
  • 24/7 Employee Assistance Programme
  • wellbeing programmes
  • free car parking
  • Sports and Welfare scheme (for a small fee) - access to discounted products and service.

Why join us?

As technology moves forward, so do we and now is a very exciting time for WMFS. Following a restructure, we have a number of new opportunities, with exciting projects and changes on the horizon.

We welcome applications from all eligible candidates. However, as women and black and minority ethnic (BAME) employees are currently under-represented in our management roles, we particularly encourage applications from these groups.

Our recruitment and selection procedures reflect our commitment to safeguarding and promoting the welfare of children, young people, and adults. All staff and volunteers are expected to share this commitment.

Contact
Ben McColl
Quote job ref
JN-102023-6217273
Phone number
+44 161 829 0480

Job summary

Job function
Technology
Subsector
IT Support
Sector
Public Sector
Location
Birmingham
Contract type
Permanent
Consultant name
Ben McColl
Consultant phone
+44 161 829 0480
Job reference
JN-102023-6217273