Technical Support Officer

What You'll Be Doing

Operational Systems & Asset Management

• Lead the administration and governance of Engineering and Property Operational Systems, including Enterprise Asset Management (EAM), ensuring system availability, data integrity, and operational effectiveness.
• Ensure accurate capture and maintenance of asset, work order, maintenance, and performance data, supporting both reactive and planned maintenance activities.
• Act as the principal liaison between operational users, system owners, ICT, vendors, and subject matter experts, translating operational requirements into system improvements and reporting enhancements.
• Support system configuration, testing, release management, and continuous improvement, including user guidance and adoption support.

Operational Coordination & Helpdesk

• Act as a central coordination point for operational service requests and helpdesk activity, enabling effective triage, prioritisation, escalation, and resolution of issues.
• Support maintenance planning and workload visibility by coordinating operational inputs across engineers, supervisors, and stakeholders.
• Ensure operational activity is appropriately aligned with system, compliance, and assurance requirements.

Compliance, Assurance & Performance Reporting

• Deliver service assurance through robust record‑keeping, governance controls, and audit‑ready processes across systems, documentation, and operational data.
• Produce regular and ad‑hoc performance reports, dashboards, and KPIs to support operational oversight, management decision‑making, and continuous improvement.
• Analyse system and performance data to identify trends, risks, anomalies, and emerging issues, escalating concerns where there is potential impact to safety, compliance, or service delivery.

Resource, Financial & Supplier Management

• Support effective management of resources, including staff, contractors, equipment, and facilities, maintaining accurate records and contributing to planning and allocation activities.
• Assist with budget monitoring, financial reporting, procurement activity, and purchase order processing, ensuring compliance with organisational and Government financial and procurement frameworks.
• Support contract administration and supplier management, including onboarding, performance monitoring, evaluation, and compliance with service level agreements.

Training & Workforce Competence

• Oversee and coordinate training and competency management for Engineering and Property teams, ensuring staff and contractors are appropriately trained, competent, and authorised for their roles.
• Maintain an up‑to‑date, auditable training and competency matrix covering mandatory, statutory, role‑specific, refresher, and developmental training.
• Monitor training completion and certification status, proactively identifying gaps, expired competencies, or compliance risks, and escalating issues where necessary.
• Work with managers and subject matter experts to identify training needs arising from changes in equipment, systems, legislation, or operational practices.
• Support continuous improvement of training arrangements by reviewing effectiveness and recommending enhancements to training content, methods, and delivery.

Governance & Continuous Improvement

• Maintain document registers and ensure governance, assurance, and record‑management standards are consistently applied across operational and project activities.
• Undertake research and analysis to identify opportunities to improve systems, processes, and operational practices.
• Support and enable technical and operational teams to implement improvements that enhance service quality, efficiency, resilience, and compliance.

What We're Looking For

• Educated to A Level standard or equivalent, or able to demonstrate equivalent relevant experience.
• Strong customer service ethos, with the ability to act as a first point of contact for helpdesk and service requests, supporting effective triage, prioritisation, and resolution.
• Confident user of Microsoft Office applications including Excel, Word, PowerPoint, and Outlook, with the ability to maintain accurate records, logs, and operational documentation.
• Experience supporting operational or technical systems (such as asset management, service management, or business systems), with the ability to assist users and resolve routine system or process issues.
• Able to understand, interpret, and apply policies, procedures, and regulatory requirements, and clearly communicate relevant requirements to operational teams.
• Good organisational skills, with the ability to manage competing demands, maintain accurate records, and support service coordination activities.
• Effective communication skills, with the ability to explain technical or procedural information clearly to a non‑technical audience.
• Able to support compliance and assurance activities by maintaining accurate, auditable records and escalating issues where service, safety, or compliance may be impacted.
• Willingness to undertake site visits as required to support operational teams and service delivery.
• At times, required to use or support the use of specialised equipment in support of operational activities or inspections.