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Title Technical Support Analyst
Ref HE/3247
Directorate IT
Preferred Location Manchester
Salary £27,455 - £29,788
Number of Positions 1
Working Pattern Full Time
Closing Date 31 Mar 2017

About Us

Highways England is the new Government company that operates, maintains and improves England’s network of motorways and major A roads. This network is around 4,300 miles long and while it represents only 2 per cent of all roads in England by length it carries a third of all traffic by mileage as well as two thirds of heavy goods traffic, making it the backbone of the country.

We have around 3,500 staff based in seven offices around the country including a uniformed Traffic Officer service in control centres and patrolling key areas of the network. Highways England is held to account by two bodies who act on behalf of the public – The Office of Rail and Roads monitor the performance of our highways and Transport Focus champion the needs of road users.

For further information on Highways England, please visit our website:

Job Description

Highways England is currently recruiting for a Technical Support Analyst to be based in Manchester.

The ICT Internal Service Operations Team is responsible for the overall management of the services provided by our supply chain to deliver Highways England’s core information, knowledge and communications technology services.

Key Responsibilities

  • Perform routine maintenance on computers, monitors, peripherals and digital/IP telephone systems
  • Set up new equipment and installing operating system and application software
  • Maintain accurate documentation of support work performed via, but not limited to, the helpdesk ticketing system
  • Assist in the training of equipment and application use throughout the organisation
  • Maintain updated knowledge of software/hardware to assure the proper implementation and service of client workstations
  • Maintain communications with the client/end user base, external and internal suppliers
  • Address technical escalations from Tier 1 Support Analysts
  • Local travel to multiple sites will be required

Experience, Skills & Qualifications

  • MCP qualification or equivalent essential
  • ITIL V3 foundation certification desired
  • Able to demonstrate an excellent knowledge of Desktop Operating Systems including Windows XP, Windows 7, Windows 8.1 and Windows 10
  • Robust knowledge of Microsoft Office (2010), Office 365
  • Experience of implementing and supporting desktop encryption and end point security such as BeCrypt Disk Protect and BitLocker
  • Working knowledge of Virtual Desktop Infrastructure technologies such as VMware View, Citrix XenDesktop/XenApp and thin client technologies such as Wyse Manager and PC Extender
  • Good working knowledge of networking, protocols, structured cabling and associated terminology
  • Related experience in a similar technical support role within a corporate/professional environment
  • Experience working in a customer facing environment is essential

All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.

Please note that Highways England reserve the right to close the advert before the advertised closing date should a sufficient response have been received.  Therefore, please complete your application as soon as possible to avoid disappointment.

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