Detailed job description and main responsibilities

A senior end user technology engineer is responsible for solving complex technical problems.  At this role level, you will:
•    manage, co-ordinate and prioritise tasks to resolve complex technical incidents as quickly as possible
•    work closely with IT service teams to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager
•     day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision
Skills needed for this role
Asset and configuration management
•    Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
•    Verify the location and state of assets, supporting the full IT Asset Management lifecycle (from request through to retirement)
Change management
•    Analyse and assess impact, and develop and document change requests
•    Implement complex changes based on requests for change, and apply change control procedures
Continual service improvement
•    Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
•    Support specific activities to improve processes
•    Spot or identify deficiencies
Financial management
•    Safe and efficient use of expensive equipment by users, including the install, running and maintenance of equipment and software
Incident management
•    Diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiative
•    Own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management
•    Initiate and monitor actions to investigate patterns and trends to resolve problems
•    Effectively consult specialists where required
•    Determine the appropriate remedy and assist with its implementation
•    Determine preventative measures
Service focus
•    Take inputs and establish coherent frameworks that work
Service reporting
•    Ensure the service management platform is up-to-date at all times with Customer Service activities
•    Produce relevant reports in a standard format and agreed timeframe
•    Work with important stakeholders to discuss any changes in the reporting processes
•    Add a commentary that provides an interpretation of the data set
Technical specialism
•    Use management system software and tools
•    Use logical schemata to investigate problems, collect performance statistics and create reports
•    Carry out the routine configuration, installation and reconfiguration of database and related products
•    Optimise performance and forecast resource needs
Technical understanding
•    Understand the core technical concepts related to the role, and apply them with guidance
•    Demonstrate experience and knowledge in one or more of the domains: 
o    End User Computing
o    Print
o    Mobile
o    Collaboration Services
Testing
•    Review business requirements and specifications, and define test conditions
•    Identify issues and risks associated with work
•    Analyse and report test activities and results
User focus
•    Identify and engage with users or stakeholders to collate user needs evidence
•    Understand and define research that fits user needs
•    Use quantitative and qualitative data about users to turn user focus into outcomes
Other Duties:
•    Participate in the on-call service
•    Deputise for the Lead Engineer
•    Occasional work may be required outside of core business hours to support major projects / programmes
•    Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.