Job Title: ICT Support Technician

Location: Service Headquarters

Starting Salary: £21,693 per annum

Job Type: 37 hours per week, Flexitime

This is a fixed term role to October 2019

Applications are invited for the full time role of ICT Support Technician based in the Information Technology Services and Support (ITSS) Section at Service Headquarters, Thurston Road.

The overall purpose of this role is to assist with the effective monitoring and support of the Authority’s IT systems. The post provides first and second line technical support for the infrastructure, hardware and software, along with the installation and maintenance of solutions, including the preparation and preservation of support documentation.

Candidates should have proven ability to support modern versions of Microsoft Windows technologies and Office suites, such as Word, Excel and PowerPoint. Applicants should also have experience in managing and carrying out desktop rollouts. They should be able to administer Active Directory and Exchange mailboxes, file and folder permissions. They should also possess a basic understanding of server administration for user accounts and group policy objects. It is a requirement that you have a working knowledge of the internals of a PC and have the ability to carry out upgrades. The post holder must have a sound background in installing, configuring and supporting current and previous Windows workstation client operating systems and have experience of modern tablet / mobile technologies.

Other essential requirements are experience of desktop and network security, including virus control and mail / web access, and the ability to manage server-side features such as DHCP, DNS and IIS. Proficient in diagnosing and supporting peripheral devices is required. The successful candidate should have an understanding of backup and network storage devices.

A current driving licence is also essential and a degree or equivalent technical qualification is preferred. An ITIL foundation qualification or higher is desirable. Working in a customer focused environment, communicating at all levels, candidates must be able to work as part of a team and use their own initiative to solve incidents and manage problems. They should have the ability to work flexibly with regard to activities and hours. The successful candidate may be asked to participate in an out of hours scheme on a rota basis that is core to delivering 24x7 operations.

The post is conditioned to the Scheme of Conditions of Service for NJC Local Government Services (Green Book). Benefits include a flexitime scheme, 24 days’ annual leave entitlement (29 days after 5 years’ continuous service), Local Government Pension Scheme and optional additional benefits.

Applicants must complete the following application form which will be the first stage of the recruitment process. The application will be sifted against the role profile, as below.

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PensionThe successful applicant will be entitled to become a member of the Local Government Pension Scheme.

It has been agreed that North Yorkshire Fire & Rescue Service will apply abatement to any role to which a retiree from the Firefighters’ Pensions Scheme is appointed following widening of the discretions available to Fire and Rescue Authorities

Abatement is the process of reducing or stopping a member’s pension if a member retires and then returns to work in the public sector. Government policy is that pension payments should be abated where a member is reemployed in the public sector and receives a pension and salary which exceeds their earnings before retirement.

Anyone in the Local Government Pension Scheme is subject to the rules on abatement if they are re-employed and in receipt of a pension.

Closing date for applications: Friday 23rd November 2018 - Noon

Late applications will not be considered in this recruitment process

North Yorkshire Fire & Rescue Service is an equal opportunities employer. We are committed to the principles of fairness and equality and welcome applications from all members of the community

North Yorkshire Fire & Rescue Service Governance Transfer 

On 15th November 2018, the governance of North Yorkshire Fire & Rescue Service will transfer from the current Fire Authority to the Police , Fire and Crime Commissioner (PFCC). Prospective candidates should be aware that this post may be subject to a review following the transfer of governance, which is expected to be completed no later than 1st April 2019.  North Yorkshire Fire & Rescue Service will also be re-locating to a shared Police and Fire Headquarters, Alverton Court, Northallerton in 2020 (date TBC)

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JOB APPLICATION FORMConfidential

North Yorkshire Fire and Rescue Service will use the information you provide to process your application and to produce anonymised monitoring statistics.

Before you apply, you can find out how we will use your information. For more information about how we use your information, see our recruitment privacy notice.

Please complete all requested information on the application form. The equality monitoring form will be detached from the application form and will be used to help us make sure that our recruitment process is as inclusive as possible and will assist with our commitment to diversity.

Advertising

To assist with our future advertising campaigns, please detail where you saw the details of this vacancy: …… …………………………………………………………………………………….

Personal Details

Mr. Mrs. Miss. Ms. Other (Tick as appropriate)

Surname: …… ………………………………………………………………………………………..

First name(s): … ……………………………………………………………………………………..

Address: ….

……………………………………………………………………………………

…………………………………………………………………………………………………..

…………………………………………………………………………………………………..Postcode: … ……………………

Contact telephone numbers:

1: ……………………………………….

2: ………..………………………………

Email: … …………………………………………………………………………….Correspondence regarding the progress of your application will be sent by email (e.g. invite to the next stage of the recruitment process). Please confirm your preferred email address to be used for this purpose. If you prefer a different method for receiving correspondence, please contact the Recruitment team on 01609 780150.Eligibility to work

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The law prevents illegal working as set out in sections 15 to 25 of the Immigration, Asylum and Nationality Act 2006. Under the Act, the Service has a duty to prevent illegal working by carrying out document checks to confirm if a person has a right to work in the UK. The Service could be liable for fines of up to £20,000 or face other legal action for negligently employing an illegal worker.

Are you eligible to work in the UK? Yes No

Relationship to a member or employee

If you have any personal relationship to any employee of North Yorkshire Fire & Rescue Service or a member of the Fire Authority, please give their name and relationship.

Employee/Member Name: … …………………………………………………

Relationship: ……………………………………………………………………

Declaration of Offences You are required to declare any convictions for offences that are not spent under the Rehabilitation of Offenders Act 1974. Include offences dealt with by a court of law, HM Services disciplinary procedures and any driving offences.

Are you currently subject to any criminal conviction, which is not yet spent under the Rehabilitation of Offenders Act 1974? Yes No

If you answered yes above, please fill in the details below

Offence:Date of Conviction:Judgement and sentenceGive details of any charges pending

Under the Rehabilitation of Offenders Act 1974 you are obliged to declare any unspent convictions or criminal proceedings pending as these may bar you from working as a Firefighter. This will be checked before an offer of employment is made. Following submission of this application form, should you subsequently receive a conviction, this must be declared at the earliest opportunity.

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Medical Information

If you require any specific adjustments, please tick this box so that we can contact you to make sure we make the appropriate arrangements for you during the selection process. All Fire and Rescue Authorities are required to assess each applicant on an individual basis with regard to their suitability to perform the role of a Firefighter, in accordance with the Equality Act 2010. This means that North Yorkshire Fire and Rescue Service will consider what reasonable adjustments could be made to enable you to proceed with your application providing any such adjustments do not contravene Health and Safety legislation. Health & Safety legislation places the obligation on Fire and Rescue Authorities to ensure that individuals are safe at work for their own protection and that of others. (In the context of the Fire and Rescue Service "others" includes colleagues and members of the public). Applicants will be required to provide/obtain any evidence necessary to enable the Service to make informed decisions as to what reasonable adjustments could be made.

REFERENCES:

In order to confirm your appointment with North Yorkshire Fire & Rescue Service, we will seek to undertake references that are satisfactory to the service. Referees will only be contacted if you are successful with your application. Please provide two references – one of the references must be your current FRS Line Manager.

Do you give permission for the referees to be contacted prior to an offer of employment?

Yes No

NAME: NAME:

ADDRESS: ADDRESS:

JOB TITLE: JOB TITLE:

TELEPHONE NO:EMAIL:

TELEPHONE NO:EMAIL:

DATES YOU WERE EMPLOYED DATES YOU WERE EMPLOYED

Notice Period in current role

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Employment History

From To Post Held Reason for leaving

Education and Professional Qualification

Date Details

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SUPPORTING STATEMENT

You are required to provide answers to the questions below using situational examples.

Situation: What were the circumstances?Task: What had to be done to resolve the situation?Action: What did you do in order to affect a resolution?Result: What was the outcome?

Please provide a word count at the end of each section. Please note that you must not exceed 2000 words for your supporting statement. It is your choice how you divide these 2000 words between the questions.

Q1 The Service Desk is fundamental in the taking of initial faults and Service Requests for the Fire Service end users and contact into the IT Services and Support section. Please provide specific example(s) of how you have supported end users in an ITIL based Service Desk environment, detailing specific incident(s) that you’ve managed.

Word count:

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Q2 The Fire Service replaces a number of user workstations each year. Please detail an example of how you have managed a desktop rollout. Include the areas you had to consider, any pre and post work, communications, etc.

Word count:

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Q3 The ICT Technician role will fundamentally support and maintain the end user desktop environment. This area of work is ever increasing with new technologies. Please provide an example of a new technology you were intrinsic in bringing into an organisation.

Word count:

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Q4: Please provide additional evidence to demonstrate how you meet the Role Essential Requirements and Role Desirable Requirements within the Role Profile.

Please do not copy and paste from your CV

Word count:

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Do you hold a valid full current driving licence? YES / NO

Additional Pension InformationIt has been agreed that North Yorkshire Fire & Rescue Service will apply abatement to any role to which a retiree from the Firefighters’ Pensions Scheme is appointed following widening of the discretions available to Fire and Rescue Authorities.

Abatement is the process of reducing or stopping a member’s pension if a member retires and then returns to work in the public sector. Government policy is that pension payments should be abated where a member is reemployed in the public sector and receives a pension and salary which exceeds their earnings before retirement.

Anyone in the Local Government Pension Scheme is subject to the rules on abatement if they are re-employed and in receipt of a pension.

Please tick confirm if you are in receipt of a pension from the following pension schemes: Firefighters’ Pension Scheme New Firefighters’ Pension Scheme Local Government Pension Scheme

Data Protection Statement

At the beginning of the application form you were prompted to read the Recruitment Privacy Notice. In summary, the answers and information you provide on the application form will enable us to understand and assess your skills and experience to progress your application to the next stage of the selection process. In addition to the information you supply us on this form we shall also collect, hold and appraise information on individual candidate’s performance at each stage of the recruitment process, including information we gain from your selected referees. This is for the sole purpose of conducting the selection and recruitment process to assess whether you meet the role criteria to be offered a job. This includes the processing of special category data for the purposes of monitoring the Service’s commitment to the promotion of equality of opportunity as well as meeting health and safety and employment law obligations. Should you be unsuccessful this information will be kept for no longer than 12 months from notification of the outcome. If you are successful this information will be kept for the duration of your employment, on your personal record file (PRF) and for a period of time, according to the retention schedule. We promise to treat your personal data with care and adopt organisational and technical measures to ensure that access will be restricted solely to those in the organisation with a need to see it for the purpose of the selection process and where applicable employment purposes, in accordance with the data protection provisions. You also have the right to request sight of the information that we are holding on you at any time, including additional rights. For more information on how the Service manages your personal data during the recruitment process view the Recruitment Privacy Notice. For information about Data Protection please email: CAO.ServiceInformation@northyorksfire.gov.uk.

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NORTH YORKSHIRE FIRE AND RESCUE SERVICERole Profile

Role Title IT Support Technician Reporting To Head of ITSS

Workplace Service Headquarters Responsible For

Role/Grade Grade 6

Overall Purpose Of Role To effectively and efficiently assist in the maintenance and administration of the Authority’s IT infrastructure

ROLEMAP - National Occupation Standards for IT practitioners Level 3 NOS Develop personal and organisational effectiveness AA Health & safety in ITC and contact Centre BB Technical advice and guidance TT Technical Fault Diagnosis UU Technical fault remedy selection VV Working with ICT hardware and equipment YY System Operation SS Software installation and upgrade QQ System management RR Carry out technical support activities WW Testing ICT Systems NN Security of ICT systems EE Remote support for products and services

PRIMARY FUNCTIONS: To investigate and advise the Development & Support Technicians on recommended

developments in line with technological advances; To support the procurement and implementation of new or replacement IT infrastructure

programmes and systems; To support the procurement and implementation and configuration of server installations in line with

fault tolerant and performance designs; To help ensure the standardisation of hardware and software throughout the Authority, in line with

policies and procedures; To assist in the maintenance of IT standard operating procedures (SOPs) in line with legislation

and internal regulations; To provide advice and guidance to end users of the Authority’s IT systems, including informal

training where appropriate; To assist in the maintenance of the integrity of the Authority’s WAN / LANs and ensure a secure

and virus-free service; To monitor and maintain core server applications; To provide assistance for technical contribution to specifications produced by other departments,

functions and sections; To assist with the IT Service Desk function and provide first and second line end user support, to

both users and other IT members; To support workloads with other IT disciplines within the IT section; To undertake development training, either on or off site, as required.

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SECONDARY FUNCTIONS: To assist other IT personnel with small IT based projects Carry out pro-active problem management in line with ITIL best practices Membership of the Out of Hours IT support arrangements

Development Plan Module

To Be agreed upon appointment

Selection Criteria

Expertise in Role Required (Skills)

Role Essential Requirements

Proven ability to install, maintain and administer: Modern industry standard Microsoft server environments (e.g. Windows, SQL, SharePoint and Exchange) Modern industry standard Microsoft client environments (e.g. Windows and Office)

Possess the following: The ability to assist in the management of DHCP, DNS, Active Directory, GPOs, file based permissions and IIS Experience of security management, including virus control, mail / web access A working knowledge of the internals of a PC, servers, storage devices and peripherals Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers) The ability to carry out upgrades Experience of service desk administration and support in an ITIL based environment An understanding of industry standard networking principles and protocols A current driving licence

Be able to: Participate in a rota for out of hours support

Role Desirable Requirements

Desirable ability to install, maintain and administer: Modern industry standard non-Microsoft server environments (e.g. VMware (Debian Linux), Citrix, Symantec

and Trend)Able to demonstrate:

Assist with Project management in line with Prince2 methodologies Microsoft Office suite development capability Some knowledge of network routers and switches A basic knowledge of GIS Degree or equivalent technical qualification

Work Experience and personal attributes: The ability to contribute to specifications produced internally or by other departments Communicate effectively and promote understanding at all levels Use initiative to solve problems Possess planning and organisational skills Be able to work as part of a team Be flexible with regard to activities and hours

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Personal Qualities And Attributes (PQA’S)TacticalPersonal Style

Understands and respects diversity and adopts a fair and ethical approach to others Is open to change and actively seeks to support it Maintains a confident and resilient attitude in highly challenging situations

Interpersonal Skills Works effectively with others both within the F&R service and in the community Communicates effectively both orally and in writing Committed and able to develop self and others

Working with Information Understands, recalls, applies and adapts relevant information in an organised, safe and systematic way Maintains an active awareness of the environment to promote safe and effective working

Organisational Effectiveness Adopts a conscientious and proactive approach to work to achieve and maintain excellent standards

National Core Values

We Value Diverse Communities We value our people We value innovation, change and learning We value our Fire and Rescue Service

Signatures

Approved by: Line Manager ___________________________________ Date: ____________

Agreed by: Post holder ___________________________________ Date: ____________

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Equal Opportunities Monitoring Information FormCompletion of this section of the application form is voluntary, but the information will help us to ensure equality of opportunity. This information forms no part of the recruitment process. It will be detached from your application on receipt.

North Yorkshire Fire and Rescue Service is an equal opportunities employer and is determined to ensure that:

The workforce reflects the diverse society which it serves and that the working environment is free from any form of harassment, intimidation, bullying or victimisation.

All job applicants and employees will be treated fairly and will not be discriminated against on the grounds of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity. These are ‘protected characteristics.

No job applicant or employee is disadvantaged by conditions or requirements which cannot be justified by the requirements of the job.

Are you applying for a: Whole time Fire fighter role On Call Fire fighter role

Support Staff Role Control Staff Role

Other (Please state)……………………………………………………

Age 17-24 25-35 36-45 46-55 56-65

66 and over

Gender Male Female

Ethnic OriginWhite British or Irish Any other white background Mixed

Asian or Asian British Black or Black British Chinese

Any other minority ethnic background Prefer not to specify

Disability/Reasonable Adjustments

Do you have any disabilities? Yes No

This information is used only for monitoring purposes. If you believe you may be disabled and may need any reasonable adjustments to be made in the recruitment and selection process or as part of your employment, please discuss this with the recruiting manager or the Equality and Safeguarding Officer.

Sexual Orientation

Bisexual Gay / Lesbian Heterosexual

Prefer not to say

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Religious belief / Faith

Buddhist Christian

Hindu Jewish

Muslim Sikh

None Other (please state)

Prefer not to say ……………………

Declaration

You are not requested to sign this form because, once it is detached from your application, it becomes anonymised data, and will be destroyed within 6 months, however we do ask that you indicate you are aware that this form is voluntary.

I am aware that the completion of this form is voluntary and not a mandatory requirement of the application process. Please tick this box to confirm your understanding

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