Job Description Flashcards
Job Description
About the job
Job summary
The Prime Minister’s Office enables the Prime Minster to deliver the Government’s overall priorities and to communicate the Government’s policies to Parliament, the public and international audiences. From the Policy Unit and Press Office, Switch and Custodians, to the Events & Visits team and the Private Office support; the diverse Downing Street team draws on varied expertise from across the Civil Service and beyond. The teams come together to deliver excellent service to the Prime Minister while also making No10 a great place to work.
Job description
An opportunity has opened in the Prime Minister’s Office for Senior ICTS Support Analyst’s in the ICTS team. It is a customer facing ICT 1st, and 2nd line support as a part of our tech support service desk.
This is a great team to work in with lots of unique opportunities. Staff in our team develop a strong technical and business skill set, it also broadens understanding of Central Government and its workings. The team consists of a diverse workforce.
We are looking for someone with a friendly, professional, calm nature, able to display a sense of urgency where needed so customers know they are prioritising and actioning their issue appropriately.
The post holder will also need to be a strong team player, be prepared to travel in the UK and abroad, be confident dealing with senior stakeholders in a business and technical environment to fulfil their IT and Telecoms requests, issues or queries.
Typically, the postholder will be supporting staff with their tech needs, such as printing, using office, and internal applications, setting up and inducting new users, building and fixing equipment, providing technical and security advice on best use of the equipment and systems.
Along with this reactive support work, the postholder can take on and contribute to various technical projects during the year.
They will work as part of the larger ICTS team who will support and help them throughout their work.
Technical business and soft skills training will be made available to the postholder in this role as appropriate to their development needs.
PLEASE NOTE: This post is operational, and work is completed on site, it will also require occasional overnight stays as part of the travel rota the team participate in. The post holder will also need to work out of hours as part of the on call rota but also for planned project work. Overtime and travel expenses are paid to cover this work.
Working to the ICTS Support Team Leader as part of the Service Desk you will be involved in many duties such as:
Providing desk side and remote 1st and 2nd IT and telecoms support to all departmental staff on desktop, devices and server-based applications, as well as VTC, telecoms and other supported tech systems on a daily basis;
Playing key role in the flexible provision of daily office shift cover (8:12hr day including lunch) between the hours of 8am to 7pm, Monday to Friday)
Be a part of the on call duty rota covering out of hours on support issues.
Setting up and troubleshooting national and international comms links on a daily basis, working with international government tech teams to resolve issues and strengthen services.
Supporting Wi-Fi Networks with devices and guest accounts across the estate
Supporting VoIP Telephony by providing 1st line support.
Inducting and training users on supported software, including secure mobile working devices and phones.
Providing occasional overnight support on official trips as tech support staff or the lead ICTS Officer (dependent on experience) as part of the PMs travel team. Please note this is usually for a few days away but could be up to two weeks away from home.
Troubleshooting technical incidents on client software for Office365 products
Setting up, supporting and maintaining Apple products such as iMacs and Mac laptops, iPhones, iPads, etc.
Setting up, supporting and training users on Microsoft Teams set-up across the No10 Estate for meetings, chat and document collaboration.
Administering active directory for starters/transfers/leavers and staff changes.
Building, supporting and troubleshooting issues on PCs, laptops and corporate mobile, secure equipment and other related hardware.
Taking part in software and hardware installations and rollouts, upgrades and writing and updating associated documentation for both system administers and users.
Contributing to many other technical and business duties needed during the course of a day at No10.
Person specification
Essential skills/experience
You need solid experience in with the following:
Background in IT and Telecoms support with experience of working with demanding customers under pressure as part of a service desk team
Able to support users in a technical ICT service desk environment
Experience of resolving 1st, and 2nd line support in person and remotely, managing and maintaining desktop equipment such as printers, monitors, phones for at least 1 year.
Able to use call logging software and configuration management databases to record issues and requests raised and manage hardware.
Abel to set up, troubleshooting, and supporting users in Microsoft Active Directory networks, using Windows 10, Office 2016 & O365 including SharePoint 2016 and Teams.
Able to set up and troubleshooting Apple devices and Macs.
ICTS hardware maintenance and troubleshooting abilities for PCs, laptops, desk phones, mobile devices and other similar components.
Supporting, setting up users and groups in Microsoft Exchange.
Able to induct, train, assist and support customers in a professional manner
Understanding of how to use trouble shooting tools and resources
Prioritisation, team working and escalation skills
Excellent customer service skills
Desirable skills/experience
Microsoft Certified Professional in Windows and Office administration or equivalent
A+ hardware and software training (PC maintenance training)
ONC/HND/Degree or equivalent in computing and or participation on a structured ICT apprenticeship
Supporting and administering TCP/IP networks
Microsoft Certified Professional in Windows administration and support
Valid UK driving license.
Additional information:
This role is office based due to business requirements.
Additional information:
A minimum 60% of your working time should be spent at your principal workplace. Although requirements to attend other locations for official business will also count towards this level of attendance.
Offered benefits
Learning and development tailored to your role.
An environment with flexible working options.
A culture encouraging inclusion and diversity.
A Civil Service Pension which provides an attractive pension, benefits for dependants and average employer contributions of 27%.
A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.
Experience do you have with VOIP
Troubleshooting VoIP Issues: Mention your experience in diagnosing and resolving connectivity or call quality issues, a common task in VoIP support.
Device Configuration and Support: If you’ve worked with IP phones, mention how you helped users set them up or resolve issues.
Network Integration: Highlight your understanding of how network stability and Quality of Service (QoS) affect VoIP performance. This knowledge is critical in any environment where VoIP is used.
Integration with Other Tools: If you have experience integrating VoIP with other collaboration tools (e.g., Microsoft Teams, Skype for Business), mention it, as this shows a broader understanding of communication systems.
Experience with setting up new users
Active Directory Management: Mention your experience creating and managing user accounts, especially in Active Directory or similar systems.
Device Setup & Configuration: Highlight your ability to configure hardware (PCs, laptops, mobile devices) and software (applications like Office 365, VPNs, etc.).
Security: Stress the importance of implementing security measures (password policies, MFA, device encryption) when setting up new users.
Training & Support: If you were involved in user training or ongoing support after the setup, mention how you ensured users were comfortable and productive.
Team Collaboration: Mention how you worked with other departments (HR, management, IT teams) to ensure new hires had everything they needed from a technical standpoint.
Experience with printers
Setup & Configuration: Experience with both networked and local printer setups, configuring drivers and print queues.
Troubleshooting: Highlight your ability to diagnose common issues like paper jams, print spooler errors, and connection issues.
Printer Management: Experience with printer servers, shared printers, and managing multiple devices across a network.
Consumables & Maintenance: Emphasize your proactive approach to maintaining printers and ensuring they are stocked with the necessary consumables.
User Support: Talk about your experience in helping users troubleshoot and resolve printer-related issues, both in person and remotely.
What is TCP/IP
TCP/IP (Transmission Control Protocol/Internet Protocol) is the fundamental set of rules (protocols) that allow computers and devices to communicate over the internet or a network. Here are the key points in simple terms:
TCP/IP = Two Main Parts:
TCP (Transmission Control Protocol): Ensures data is delivered reliably by breaking it into packets and reassembling them at the destination.
IP (Internet Protocol): Handles addressing and routing of data, ensuring it reaches the correct device.
How It Works:
TCP breaks large data into smaller chunks (called packets).
IP assigns unique addresses (IP addresses) to each device on the network, helping to route these packets from sender to receiver.
Why It’s Important:
TCP/IP is the language of the internet, enabling devices (computers, smartphones, servers) to talk to each other over long distances.
It ensures that messages are delivered correctly, even if some packets get lost or delayed during transmission.
Used Everywhere:
It’s the foundation for most internet activities like browsing websites, sending emails, and streaming videos.
Experience with TCP/IP
Network Configuration:
I have configured TCP/IP settings on both local area networks (LANs) and wide area networks (WANs), ensuring that devices can communicate with each other and with external networks (such as the internet).
I’ve set static and dynamic IP addresses, managed subnet masks, and configured default gateways for devices to communicate efficiently within and outside of the network.
Troubleshooting:
I have used network diagnostic tools like ping, traceroute, and netstat to troubleshoot issues related to IP address conflicts, network connectivity, and routing issues. These tools help me identify whether there are problems in the TCP/IP stack or in the physical network infrastructure.
When users faced connectivity issues, I would check whether there were problems with DNS resolution, IP address assignment (via DHCP), or issues related to packet loss or network latency.
Understanding Subnets & Routing:
I have experience in subnetting, where I divided large networks into smaller subnets for better performance and security. I also worked on routing between subnets, ensuring proper communication across different network segments using protocols like ICMP (used by tools like ping).
Firewall & Security:
I have configured firewalls to control traffic between different networks by defining rules based on IP addresses and ports, ensuring secure communication.
I’ve worked with NAT (Network Address Translation) to manage how devices on a private network connect to the public internet, allowing multiple devices to share a single public IP address.
DNS and DHCP:
I’ve worked with DNS (Domain Name System) to ensure that domain names correctly resolve to IP addresses, facilitating easy access to websites and services.
I have also configured and troubleshot DHCP (Dynamic Host Configuration Protocol), ensuring devices automatically receive IP addresses and network settings when they join the network.
DNS, DHCP, and Subnet Mask:
DNS (Domain Name System):
Function: Translates human-friendly domain names (like www.example.com) into IP addresses (like 192.168.1.1), so devices can locate each other on the internet.
Example: When you type a website address into your browser, DNS helps your device find the server’s IP address to load the website.
DHCP (Dynamic Host Configuration Protocol):
Function: Automatically assigns IP addresses to devices (like computers, printers) on a network when they connect.
Example: When you join a Wi-Fi network, DHCP gives your phone or laptop a unique IP address so it can communicate on the network without manual configuration.
Subnet Mask:
Function: Defines the range of IP addresses within a network. It helps devices figure out which IP addresses are local (in the same network) and which are external.
Example: A typical subnet mask of 255.255.255.0 means that the first three parts of the IP address (like 192.168.1.x) are used to identify the network, and the last part (x) is used to identify individual devices within that network.
In summary:
DNS translates domain names to IP addresses.
DHCP automatically assigns IP addresses to devices.
Subnet Mask defines the size and range of a network, helping devices identify local vs. external addresses.
