Job summary
We recognise the challenges that people with protected characteristics may experience on the job market and in their career progression. We are fully committed to being an inclusive employer and ensuring equal opportunities. We are keen to make our workforce as diverse as possible, and we hope to attract applications from underrepresented groups, including ethnic minorities, people with a disability, and people with gender diverse identities.
Have you got the enthusiasm and drive to work collaboratively with colleagues and stakeholders, delivering quality at pace?
Do you enjoy variety and flexibility in your work, with the ability to adapt to your task priorities?
Are you confident solving problems and finding solutions using your skills and knowledge in digital technologies?
If so, then we would love for you to apply!
Job description
The IT team is responsible for providing essential IT services to the AAIB and its hybrid workforce. It sits within the wider Business Support team. We are looking for an enthusiastic and proactive person to join us.
As the digital support technician, you will play a central role in our IT team, logging and analysing day-to-day digital incidents and service requests from across the AAIB. You will often be the first point of contact for our staff and external colleagues, and with the support of our team, you will be able to triage requests, offering your expertise and guidance to resolve each task.
You will need to be an effective communicator, with excellent customer service skills and have a forward-thinking attitude when prioritising tasks and dealing with conflicting priorities.
You will work in a small team who are responsible for the day-to-day maintenance of all AAIB IT, communication and Audio-Visual systems. In addition, you will manage the installation, patching and feature updates for our Windows 10/11 operating systems and Microsoft 365 suite as well as other business applications and ensure Apple mobile phone compliance.
We�ll help you to reach your full potential, offering rewarding and challenging opportunities, alongside access to the latest training and technologies. You�ll be joining an organisation at the forefront of aviation safety, supporting the delivery of high-quality investigations into air accidents and serious incidents.
Responsibilities Include, but not limited to:
1. Processing digital incidents and requests: supporting users across AAIB (based at home, in the office or mobile workers) with a range of issues including�2nd line IT diagnostics and troubleshooting across a range of hardware and software (including Cloud-based apps), across multiple platforms including laptops and smartphones.�Ensuring all digital incidents and service requests for services and changes are actioned, resolved or escalated in accordance with agreed service levels.
2. Onsite office support: assist with setting up and support of onsite events. Assisting with local, onsite workstation issues and office-based service problems. Includes technical support of audio-visual kit, printers, network infrastructure.
3. Incident response: assist with the response and resolution of major issues as they occur.
4. Monitoring service performance: creating information dashboards & reporting, ensuring established work processes are followed and identifying opportunities for service improvement.
For an in-depth insight into the role please refer to the Role Profile.
Person specification
To be successful in this post we are looking for:
5. A confident, proactive individual, with a keen interest in digital technology.
6. You will be customer focused with a strong commitment to service delivery.
7. An enthusiastic problem solver with excellent trouble-shooting skills.
8. You will be an effective team worker with a collaborative approach to build and maintain relationships with colleagues and customers at all levels.
9. You will have the organisation skills to allow you to manage your own time, workload, and priorities effectively.
Additional Information
Due to the nature of AAIB operations, the successful candidate will be exposed to information and material including imagery (video and photographs) which may be distressing. They may also be required to speak with potentially traumatised accident victims, bereaved family members and witnesses, and it is essential that you take these requirements into consideration before applying for the role.
Applicants will be required to participate in a wellbeing and traumatic stress risk review in advance of their recruitment interview. This risk review is not a formal assessment and will not decide whether you progress to interview. The risk review will include a short questionnaire which is followed up by a telephone conversation with a psychologist. Potential applicants are welcome to contact the AAIB for further information (contact details below).
In line with DfT policy a minimum of 60% of your working time should be spent at the AAIB office, and the role requires the position holder to be on-call and available out-of-hours on a rota basis except whilst on annual leave or by mutual agreement with your line manager. Allowances will be paid for the on-call and out-of-hours requirements once fully trained.
There is the expectation that staff should be able to travel to AAIB headquarters within approximately one hour as required.
This role is full-time only. Any requests to work flexibly will be considered based on the operational needs of the team.
The successful candidate will be based in the AAIB offices in Aldershot, Hampshire. The AAIB�s site is in a semi-rural area and is not served by public transport, however, there is secure free parking and bicycle storage on site.
Licences
Full driving licence valid in the UK.
Behaviours
We'll assess you against these behaviours during the selection process:
10. Managing a Quality Service
11. Working Together
12. Delivering at Pace
13. Making Effective Decisions
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.�