Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Liverpool


3rd Line Support Engineer with solid Networking skills across Cisco and or Juniper environments, IP, LAN, WAN and WIFI networks.

Role Profile

The ICT Engineer on the Merseyside Fire Service contract will provide 3rd Line ICT support to incident response and management systems and system users.
Most of the systems involve bespoke Command and control software running on Windows platforms.
Support will be provided across the following levels of Emergency incident response:

Fire control Command and Control HQ;
Fire Station Command and Control equipment;
Fire Appliance in-cab Command and Control equipment.

As a 3rd Line IT Engineer the role will require a strong troubleshooting, problem-solving and technical skills-based background using various diagnostic tools.
In addition, strong inter-personal skills are required to guide customers (both internal and external) through situations (over the phone as well as face-to-face), providing resolution to incidents and ultimately reach customer satisfaction.
This may often be under challenging conditions.
Communication is a key skill to enable the management of faults through incident, change and problem management.

It is not expected, given the specialised nature of their purpose, that the ICT Engineer will have previous knowledge of the bespoke systems mentioned.
However, a strong ICT background will be required, in order to master the relevant systems via suitable in-house training.

Typical Deliverables

Key tasks for a 3rd line ICT Engineer will require the engineer:

To provide 3rd Line technical support via email, telephone and remote tools, to actively manage assigned tasks from initial investigations, effective liaison with the customer, through to final resolution within the required SLA timescales;
Work from or travel to customer sites both on Merseyside and further afield (as required) to provide extended Technical Support services to customers
To deliver the highest level of customer service by resolving escalated customer technical support incidents/requests to meet the SLAs
To document the processes and procedures related to the day to day management of key systems and to introduce it to the wider Operational team
Provide Problem Management by using all the information to hand to identify, prevent or resolve either on-going or potential issues that would affect a adversely customer.
Maintain a level of technological competence that remains current and fit-for-purpose in your role


Given the specialist nature of the ICT requirements for Emergency organisations, it is unlikely that the full required skill-set can be demonstrated before on-site training is provided.
However, the following generic ICT skills would be considered to be essential in order for a successful candidate to meet the necessary technical requirements:

Demonstrable and sound experience of

Windows network domains and Operating Systems;
IP networking in LAN and WAN technologies including Wi-fi
Networking hardware & infrastructure
Voice Over IP telephony
Server Architecture

Additionally, the following skills are classed as Desirable:

Application support of business-critical applications
Working knowledge of traditional voice telecommunications (PSTN, ADSL, ISDN) from Service Provider through to Service User
SQL Server

Qualifications & Experience

The following qualifications will enhance an application.
Professional Competency Qualifications awarded by examination (such as the Cisco CCNA qualifications) would be preferable.
However, in their absence, certified evidence of competencies by authorised training partners will be considered.
Note that expired qualifications if relevant will be taken into account:

IP Networking (Cisco CCNA or equivalent)
Appropriate Microsoft Qualifications;
27th Edition Requirements for Electrical Installations BS7671 (or 18th);
Relevant Telecommunications qualifications;
Relevant Radio qualifications;
ITIL foundation or practitioner
Behavioural Requirements:

Ability to work under pressure and to tight deadlines
Client & Customer Service
Communicating with key stakeholders
Developing Self & Others
Planning & Organising
Problem Solving & Decision Making

Excellent Employee Benefits:

telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages.
Join us and you can expect to receive:

33 days holiday, including public holidays, plus the option to buy or sell five days each year
Company pension scheme
A range of family friendly policies including childcare vouchers
An employee-funded car leasing scheme
Occupational health support
Telent Rewards Scheme

So why choose telent for your next opportunity?

To build, run and maintain a successful network, you need a connected approach
- a team you can trust from strategy to support, and everything in between.
At telent, this is what we do!
As part of our team, you could be working with some of the biggest names in the Traffic, Rail, Public Safety, Defence and Service Provider sectors including London Underground, Network Rail, Transport for London, RNLI, MOD and Virgin Media.
You'll help us ensure the most important messages get through
- however tough the conditions.

Here are just some of the ways we're different:
You'll go further with us.
We understand the importance of career development and will give you all the support you need to realise your potential.
You'll receive formal training, e-learning and mentoring from top professionals.
And we offer opportunities to transfer to other sectors
- or even different technology areas.
You'll make a difference.
You could be working outdoors, battling the elements, or in one of our many offices helping us develop the network infrastructures of tomorrow.
You'll be treated as an individual.
We're not a vast corporation, which means every individual counts.
With us, you'll be valued and supported, involved and empowered from day one.
You'll be well rewarded.
We offer salary progression that reflects market rates and personal performance, a flexible working environment and excellent training.
We reserve the right to close this vacancy once we have received sufficient applications.

telent is an equal opportunities employer and is committed to diversity and inclusion

  • hardware
  • software
  • sql
  • telephony
  • windows