End User Computing Engineer

Summary

An end user computing engineer works on-site, maintaining hardware and fixing technical problems as quickly as possible.

At this role level, you will:

  • provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve
  • coach associates and share knowledge with team colleagues

Background

Background Components

Description Background
Has good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problem solving. Pays careful, close attention to detail. Possesses a basic understanding of electrical and electronic technology. Prior Knowledge and Skills

Work Activity Components

Title Details
Documentation Documents all work to comply to the standards, including reporting details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
Installation and removal Responding to instructions or following agreed plans, installs or removes hardware and/or software, using supplied installation instructions and tools. Follows agreed procedures, including those for wiring work. Takes defined action on simple problems, confirms correct functionality of hardware and software installations and advises supervisor and, if appropriate, users.
Information collection Carries out routine collection of information and records as directed. Reports and escalates unforeseen or exceptional events.
User assistance and customer contact Within skills and experience, provides assistance to users. Requests assistance, according to escalation procedures, keeping records of each request, contact information and action taken, including feedback to user.
Problem investigation and resolution Supports investigation of installation performance against agreed service levels as directed. Takes action on known or simple to moderately complex problems, escalating to superiors and specialists should their action be required.
Testing/ fault resolution Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures.
Implementation and controls Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type
Information Acquisition Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them. Behavioural Skills
Flexibility Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. Behavioural Skills
Attention to Detail Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete. Behavioural Skills
Verbal Expression Communicating effectively using the spoken word. Behavioural
Written Expression Communicating effectively in writing, such as reports and via emails. Behavioural
Teamwork Working collaboratively with others to achieve a common goal. Behavioural
Operating Systems Aware of System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Technical Knowledge and Skills
Corporate, Industry and Professional Standards Familiar with Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain. Technical Knowledge and Skills
Operational/Service Architecture Familiar with Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency. Technical Knowledge and Skills
Access Control Systems Aware of Any tool or system which provides security access control (i.e. prevents unauthorised access to systems). Technical Knowledge and Skills
Cloud/Virtualisation Aware of The principles and application of cloud/ virtualisation (including ownership, responsibilities and security implications). Use of tools and systems to manage virtualised environments. Technical Knowledge and Skills
Equipment Installation Familiar with Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments. Technical Knowledge and Skills
Safe Installation Practice Familiar with The knowledge and ability to install and maintain hardware systems to operate within their planned specification in a way that ensures they are safe to use by those authorised to work with them. Technical Knowledge and Skills
Infrastructure/System Security Aware of The security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components, and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents affecting system hardware, software and other infrastructure components. Technical Knowledge and Skills
Desktop Software Proficient in The use of everyday desktop software. Other Knowledge and Skills
Risk Management Aware of Methods and techniques for the assessment and management of business risk including safety-related risk. Other Knowledge and Skills
Time Management Techniques Familiar with Methods and techniques for making effective use of own time. Other Knowledge and Skills
Coaching Techniques Aware of Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans. Other Knowledge and Skills
Health and Safety Aware of Statutory health and safety requirements relating to working environment. Other Knowledge and Skills
Information Assurance Familiar with Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. Other Knowledge and Skills

Training Activities

Training Components

Title Details
Electrical Installation Standards The standards and practices to be followed in installing and removing computer and ancillary equipment.
Software Configuration Installation, configuration and tuning of applications or systems software.
Hardware Configuration Installation, configuration, tuning and integration of hardware devices used in the organisation.
Infrastructure Hardware and System Software Hardware, communication networks and system software that provides the organisation’s IT infrastructure; features of the infrastructure that need to be taken account of in hardware/software installation, with due attention to sustainability impacts e.g. back-up and recovery, virtualisation techniques to optimise efficient energy use of system hardware components, load sharing in communication networks; availability and use of Cloud services.
Security Software Understanding the security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents. For example access control software like Active Directory (AD).
Coaching Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).
Data Protection and GDPR Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Supplier/Service Provider Training The installation, testing and commissioning of supplier specific-products and services in a variety of situations and locations.
Security Awareness Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
Health and Safety Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details
Participation in Group Activities Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.
Job Shadowing and Special Assignments Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Gaining Knowledge of Employing Organisation Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.
Gaining Knowledge of Surrounding Technical Areas Gaining knowledge of IT activities in employing organisation external to own function.
Involvement in Professional Body Activities Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.
Time Management Undertaking learning and practice in the planning and organising of own activities.
Team Working Undertaking learning and practice in the techniques of team and collaborative working. Gaining an understanding of the underlying concepts.
Communications Undertaking learning and practice in oral and written communications, including report writing and presentation.

Qualifications

Qualification Components

Title Awarding Body
ITIL Foundation AXELOS
FEDIP Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
DDaT » IT Operations Job Family IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with relevant criteria.

2 – Working

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.

DDaT » IT Operations Job Family IT Ops – Change management

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

1 – Awareness

You can implement changes based on requests for change. You can apply change control procedures.

DDaT » IT Operations Job Family IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

1 – Awareness

You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies.

DDaT » IT Operations Job Family IT Ops – Incident management

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

1 – Awareness

You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.

DDaT » IT Operations Job Family IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

1 – Awareness

You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

DDaT » IT Operations Job Family IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations Job Family IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

1 – Awareness

You have a Level 3 service management framework qualification.

DDaT » IT Operations Job Family IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

1 – Awareness

You can collate data from depositories and provide basic reporting.

DDaT » IT Operations Job Family IT Ops – Technical specialism

You can demonstrate in-depth knowledge of, for example, code (application), messaging and batch management. The technical specialisms will differ for each role and will be defined in a job description.

1 – Awareness

You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks.

DDaT » IT Operations Job Family IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.

1 – Awareness

You can show an awareness of the relevant subject matter and a high-level understanding of what it involves.

DDaT » IT Operations Job Family IT Ops – Testing

You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.

1 – Awareness

You can correctly execute test scripts under supervision. You can understand the role of testing and how it works.

DDaT » IT Operations Job Family IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing

2 – Working

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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