Summary
A senior end user computing engineer is responsible for managing the team but also gets involved in solving technical problems.
At this role level, you will:
- manage, co-ordinate and prioritise tasks to resolve technical incidents as quickly as possible
- work closely with infrastructure, capacity managers and availability managers to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager and software developers
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. Is skilled in installing one or more items of hardware and software and understands their use in the | Prior Knowledge and Skills |
| Understands the concepts and practices of human resources and people management. Is familiar with processes and procedures of performance management. Is capable of planning small assignments and organising their own and their team’s work effectively.
Demonstrates a responsible and disciplined approach, even under pressure. Has good communication and negotiation skills. Understands the legal and best practice requirements of human resource management. Has a positive attitude towards diversity principles. |
Prior Knowledge and Skills |
Work Activity Components
| Title | Details | |
|---|---|---|
| Documentation | Documents the results of installation, in accordance with standard procedures. Records details of all components/items that have been installed and removed so that configuration management records can be updated. | |
| Guidance | Provides guidance and assistance to less experienced colleagues in the execution of routine tasks and ensures that all safety, security, clerical and administrative procedures are completed | |
| Installation and removal | Installs or removes hardware and/or software, using supplied installation instructions and tools. Follows agreed procedures, including those for electrical work. Agrees the timing of the work with those affected, e.g. users, operations management, including, where appropriate, hand-over to client. | |
| User assistance and customer contact | Provides assistance to users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome. Provides feedback to users. | |
| Problem investigation and resolution | Carries out required collection of information and records, including using network management systems and appropriate performance analysis equipment to monitor installation performance against agreed service levels. Takes action on known or moderately complex problems, escalating to superiors and specialists only when their action is required. | |
| Testing/fault resolution | Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Helps to resolve problems and faults and corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed | |
| Standards and procedures | Contributes, as required, to the development of installation procedures and standards. | |
| 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. | |
| Lead, manage and supervise | Supervises, supports and guides the work of individuals and/or small groups in line with organisational strategy. | |
| Probationary period and contract | Defines and supervises probationary periods, setting out the requirements of the job, monitoring progress (e.g. regular interviews) and reacting to variances from expectations, organising training and development as required within appropriate timescales. | |
| Work allocation, support and delegation | Allocates routine tasks and assigns project work to individuals, according to their particular skills, capabilities, and development needs. | PEMT4WA0484 |
| Guidance, performance and feedback | Provides direction, support and guidance as necessary, in line with individual’s skills and abilities setting appropriate and effective boundaries. Sets achievable goals, monitoring and acknowledging performance and supporting individual and team development. Collects data on individual and team performance. Gives regular feedback to team members and leads them to | PEMT4WA0485 |
| Formal appraisals | Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs. | PEMT4WA0486 |
| Empowerment and role model | Facilitates effective working relationships between team members. Motivates team members to maintain a high level of performance. Engages with and empowers team members. Acts as a role model for individuals and team members, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics. | PEMT4WA0487 |
| Team dynamics | Integrates staff into teams to perform packages of work, taking account of individual and team capabilities. Considers the importance of skill mix within teams and is sensitive towards team dynamics. | PEMT4WA0488 |
| Tailoring/ installation/ testing | Installs, tests and evaluates new versions of system software. Contributes to preparation of software implementation procedures with fall back contingency plans. | SYSP3WA0018 |
| Service problems | Investigates potential and actual service problems and recommends solutions. Analyses change and system requests. Follows formal procedures to plan and test proposed solutions. | SYSP3WA0019 |
Knowledge/Skills
Knowledge/Skills Components
| Title | Depth | Details | Type | |
|---|---|---|---|---|
| Analytical Thinking | Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. | Behavioural Skills | ||
| 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 | ||
| Interacting with People | Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences. | Behavioural Skills | ||
| Teamwork | Working collaboratively with others to achieve a common goal. | Behavioural | ||
| Providing Direction | Directing others to undertake specified tasks within a defined timescale. | Behavioural | ||
| Follow-up and Monitoring | Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary. | Behavioural Skills | ||
| Application Systems | Aware of | Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support. | Technical Knowledge and Skills | |
| Operating Systems | Familiar with | 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 | |
| Programming Languages | Aware of | A set of codes and syntax (supported by software tools) that enables the unambiguous translation of specified functionality into source code for the creation of computer programs. | 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 | Proficient in | 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 | Familiar with | Any tool or system which provides security access control (i.e. prevents unauthorised access to systems). | Technical Knowledge and Skills | |
| Middleware | Aware of | Software which forms part of the operating platform infrastructure. | Technical Knowledge and Skills | |
| Infrastructure Configuration | Aware of | Knowledge and understanding of infrastructure configurations. | 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 | Proficient in | Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments. | Technical Knowledge and Skills | |
| Safe Installation Practice | Proficient in | 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 | Familiar with | 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 | |
| Presentation Techniques | Familiar with | Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences. | Other Knowledge and Skills | |
| Appraisal Techniques | Familiar with | Methods and techniques for appraising an individual’s performance and potential. | Other Knowledge and Skills | |
| Operations Management | Aware of | Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities. | Other Knowledge and Skills | |
| Budgets | Aware of | Principles, methods, techniques and tools for the preparation and monitoring of budgets to manage costs and ensure cost-effectiveness and value for money. | Other Knowledge and Skills | |
| Risk Management | Familiar with | Methods and techniques for the assessment and management of business risk including safety-related risk. | Other Knowledge and Skills | |
| Techniques for Effective Meetings | Familiar with | Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants. | Other Knowledge and Skills | |
| Time Management Techniques | Proficient in | Methods and techniques for making effective use of own time. | Other Knowledge and Skills | |
| Coaching Techniques | Familiar with | 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 | |
| Own Organisation’s Learning and Development Procedures | Familiar with | The procedures used within own organisation for staff learning and development. | Other Knowledge and Skills | |
| Resource Allocation | Familiar with | The effective and efficient routine deployment of resources, (but also including reassessment and reallocation in a dynamic multi-project environment), to achieve optimum results. | Other Knowledge and Skills | |
| Service Level Agreements | Aware of | The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. | Other Knowledge and Skills | |
| Health and Safety | Aware of | Statutory health and safety requirements relating to working environment. | Other Knowledge and Skills | |
| Performance Monitoring | Familiar with | Identifying, agreeing and monitoring (usually by face-to-face interviews) objectives and deliverables with individuals. Identifying under-performance issues against agreed quality standards and performance criteria. Identifying gaps in capability and causes, disciplinary or ability-related (needing assistance, training or other support). | Other Knowledge and Skills | |
| Disciplinary Issues and Procedures | Familiar with | Managing episodes of unsatisfactory behaviour or performance in accordance with appropriate policies and legislative conformance. Includes changes to circumstances, such as sickness, disability and other personal issues. | Other Knowledge and Skills | |
| Team Dynamics | Aware of | Knowledge and understanding of the psychological and environmental forces that influence the direction of team behaviour and performance and the tools and techniques to improve team cohesion and performance. | Other Knowledge and Skills | KSD93 |
| 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 |
|---|---|
| Stakeholder Relationship Management | Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships. |
| Hardware/Software Installation | Methods and techniques used in installing and removing hardware and software, including testing and fault |
| 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. |
| Mentoring | Methods and techniques for providing mentoring support to less experienced individuals. |
| 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. |
| Deputising | Standing in for supervisor or manager on a temporary basis during periods of absence. |
| 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. |
| Research Assignments | Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management |
| 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. |
| Negotiating and Influencing | Undertaking learning and practice of negotiating with and influencing others. |
Qualifications
Qualification Components
| Title | Awarding Body |
|---|---|
| Registered IT Technician (RITTech) | BCS – The Chartered Institute for IT |
| Custom Qualification Components | |
| ITIL Foundation | AXELOS |
| FEDIP Senior 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 |
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. |
2 – Working
You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change. |
| 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 |
2 – Working
You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. |
| 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. |
2 – Working
You can diagnose and prioritise incidents, investigate their causes and find resolutions. |
| 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. |
2 – Working
You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation. You can determine 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. |
2 – Working
You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set. |
| 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. |
2 – Working
You can use management system software and tools. You can use logical schemata to investigate problems, collect performance statistics and create reports. You can carry out the routine configuration, installation and reconfiguration of database and related products. You can optimise performance and forecast resource needs. |
| 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. |
2 – Working
You can understand the core technical concepts related to the role and apply them with guidance. |
| 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. |
2 – Working
You can review requirements and specifications and define test conditions. You can identify issues and risks associated with work. You can analyse and report test activities and results. |
| 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 priorities. |
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.