Senior IT Hardware Engineer

Responsible for the Civica IT Hardware management in relation to the UK workforce. This includes but is not limited to purchasing, building, supporting, supplying, updating, decommissioning, disposal, and asset management of kit. Hardware includes desktops, laptops, mobiles phones and peripherals. Maintain accurate and up-to-date records of the organisation’s IT assets, such as hardware, licenses. Provide occasional back up to the India Internal Team providing onsite support for the BCC with the AV equipment and other devices. Reviewing ticket queues within the ITSM system and acting accordingly in line with support processes. Provide training and support to Less experienced Hardware Team members to ensure progress and improvement.

Requirements

Principal Accountabilities

Customer service:

• Support internal customers via multiple channels, including face to face, to effectively service their needs in line with Civica policies, procedures and expected service levels.

Accuracy:

• Maintain accurate records (on the designated systems) of work completed, changes made, customer interactions in line with data protection laws and Civica policies.

Compliance:

• Adhere to prevailing Service Management policies, processes, and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).

Personal development:

• Maintain and develop your customer skills, technical skills, and knowledge in line with the relevant Progression Framework objectives agreed with your line manager.

Continuous improvement:

Provide:

• Feedback to improve existing knowledge management, suggest requirements or content for new knowledge articles and, where directed to do so, create new knowledge articles.

• Support continuous improvement through active participation.

Time management:

• Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, highlight to your line manager when you are under or over utilised.

Be part of the team:

• Work in a manner that embraces Civica culture and values and participate where possible team activities.

Our values:

• Knowledge - Integrity - Action

Operational targets:

• Meet productivity and quality performance standards for customer experience, compliance and operational excellence targets set by line management. e.g. utilisation, attendance, and workload.

• Meet contribution targets for knowledge management and continuous improvement set by your line manager.

Personal objectives

• Meet Specific, Measurable, Achievable & Timebound (SMART) objectives set by your line manager.

Essential Competencies

Relevant 4+ years of experience in similar role Delivering the service

• Record, manage and action customer incidents and service requests.

The related activities are:

• Receive and process internal requests for support following agreed processes and procedures.

• Action / resolve tickets within agreed SLA.

• Document the work completed.

• Deliver ongoing updates to kit. e.g. refreshing outdated hardware.

• Ability to maintain knowledge documents and asset registers.

Technical competencies:

• Understanding of the technical skills relevant to their discipline (device administration and configuration, EUC and Server hardware break/fix, etc)

• Strong understanding of Windows, and macOS operating systems.

• Strong understanding in the basics of team-specific services, applications, and tools such as Microsoft Configuration Manager, OS administration & Mobile Device Management (MDM) systems.

Senior members of the team should be:

• Proficient in Microsoft Intune for device management.

• Demonstrated expertise in Windows Autopilot setup, including: Creating deployment profiles. Auto-enrolling devices into MDM services. Customizing out-of-box experiences (OOBE). Ability to configure and manage devices using Intune and other similar tools. Proficient in Microsoft Excel:

• Ability to create and manage spreadsheets.

• Familiarity with functions, formulas, and data analysis.

• Experience in data visualization using charts and graphs.

• Comfortable with pivot tables and data manipulation.

• Knowledge of advanced features such as macros and VBA scripting. Communicating effectively Demonstrate active listening and ability to communicate in writing, verbally and face to face communications (and understand when to choose the appropriate medium).

The behaviours/attitudes relevant to this are:

• Understand the need for and importance of choosing appropriate styles and techniques – based on the situation.

• Deliver messages effectively and confidently.

• Excellent written communication

• Delivers high-quality work at a steady pace.

• Has a customer-focused attitude and manage expectations whilst providing a friendly and helpful service to users to resolve their queries

Maintain Accurate Records

• Maintain accurate and up-to-date records of the organisation’s IT assets, such as hardware, and licenses,

• Use IT asset management tools and software to track, monitor, and report on asset data.

• Coordinate with management and other teams on asset procurement, deployment, maintenance, and retirement

Benefits

Life at Civica

Life at Civica: Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.

Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.

Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.

Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way

Benefits

Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.

Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.

Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.

Tenure Milestone Recognition: We value and recognise the years of service of our people.

Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions, and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.

Civica Accolades:

‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition.

Great Place to Work: We are dedicated to creating an outstanding employee experience.

Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.

Australian Business Awards – Employer of choice.

Top rated employer – Glassdoor: Our average length of service is 9 years.

Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.