We’re supporting our clients as they adapt to a new world in the wake of COVID-19. We’re now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.

Job title:

2nd Line Support Engineer

Job Description:

As 2nd Line support engineer you will be part of our VISION application support team providing day to day application and systems support to a wide range of emergency customers national and international customers, that use our Command & Control emergency despatch suite of products. VISION is an integrated Command, control and communications system in a single end to end platform used by blue light emergency services and is use by 65% of all UK Fire Services.

Location - Based at Capita site in Portsmouth with flexibility to work home based remote. Candidates will need to be within vicinity of Portsmouth location.

Due to the nature of this role successful applicant must be able to obtain SC /NPPV checks clearance process.

Must have full UK Driving License

What you’ll be doing:

• 1st/2nd line application and systems support.
• Responsible for monitoring allocated customer’s incidents/service requests in accordance with ISO20000-1 Process and Procedures.
• Initial support and classification of calls for customers.
• Incident investigation and diagnosis (including resolution) where possible.
• Monitoring of open incidents – identifying suitable workarounds and raising problem records where applicable.
• Keeping affected users informed about progress of a call.
• Ensure Incidents are resolved to the customer’s satisfaction handling incident escalations if necessary.
• Quality Check on accuracy of data and codes on Incident, including all the relevant information is captured in the case notes.
• Logging incidents in the support tool for third parties, where Capita Services and specified customers are affected, providing/receiving updates as required.
• Completion of timesheets on a weekly basis.
• Provide the liaison between Engineers and Customers.
• Incident progression until engineer ownership.
• Monitor existing calls to limit potential service breaches.

What we’re looking for:

• Good working knowledge of Microsoft Windows Operating system for both Server and Workstation implementations.
• Good working knowledge of Microsoft Windows diagnostic tools
• Good working knowledge of TCP/IP networking including use of diagnostic tools.
• Good working knowledge of SQL and ability to construct queries and analyse results.
• Ability to investigate application layer issues.
• Problem solving mentality
• Comfortable working alone or as part of a growing team
• Confident in communicating with key stakeholders and Management both written and oral.
• Expected to liaise with customers/support teams/Service Level Managers/Development and Product Teams on a regular basis.
• Excellent customer facing skills
• Ability to work within time constraints defined by the customer’s service level agreements..

About Capita Secure Solutions and Services

At Capita Secure Solutions and Services, we’re supporting public health and safety. We’re partnering with the Police, Justice System, Emergency Services, as well as infrastructure providers, to deliver secure, resilient and innovative solutions. We’re transforming control room operations by helping to dispatch 30,000 emergency responses every day, and protecting the public and our police service with body worn video management. Join us and discover better ways to help emergency services to focus on what matters the most – protecting people.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company Vehicle ; 5% Shift Allowance
• 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
• 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

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll 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 we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

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.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time