Support Engineer

Overview

We are looking for bright, proactive and passionate Support Engineers who thrive on solving complicated problems for our customers.

This role is within our UK Law Enforcement business unit, where we help our customers by advising and developing software and systems to support them in their mission.

Our work in Bristol involves working directly on site alongside the client and end users.  Our team has been in place for a decade and we are a trusted partner in supporting and enhancing data processing and analysis solutions.  You will join a team where you are supported by your colleagues and mentored in areas of technology you may not be familiar with.

Common Role Accountabilities

Support Engineers may perform many of the ITIL processes including:Common Role Accountabilities

• Demand Management
• Service Catalogue Management
• Service Level Management
• Incident Management
• Problem Management
• Change Management
• Service Continuity Management
• Asset and Configuration Management
• Routine IT Operations
• Security Management
• Release and Deployment Management
• Event Management
• Request Fulfillment
• Access Management
• Identity Management

Support Engineers develop a strong technical skill set which will include:

• Deep understanding of the supported application or infrastructure service, including how it is architected, built and configured
• Understanding of the business context and how the service supports the delivery of business value
• Experience in managing applications using the ITIL Service Management Framework
• Understanding of Project Management methodologies such as Prince2, LCM, Agile, etc.

Support Engineers develop engineering competencies which include:

• Understanding and application of the ITIL Service Management framework:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continuous Service Transition
• accept and exercise personal responsibility
  • work reliably and effectively without close supervision
  • accept responsibility for work of self and others
  • accept, allocate and supervise testing and other tasks
• developing and applying interpersonal skills
  • use oral, written and electronic methods for the communication of technical information
  • work effectively with colleagues, both within the immediate team and more widely
• demonstrating a commitment to the obligations of the wider engineering function
  • act in accordance with the codes of conduct of the company and the engineering profession
  • ensure that proper consideration is given to issues of health and safety and product safety in the test process
  • ensure that proper consideration is given to environmental impact within the test process
  • ensure that skills are reviewed and maintained through a process of CPD
  • increasingly support and mentor others in their development

 Support engineering- Accountabilities

• Completes support engineering tasks as directed by the service or team leader under supervision.
• Follows support process and good practice under supervision.
• Reports on activity to project or team leader in verbal and written form
• Provides accurate estimates of effort required to complete own tasks
• Can address simple incidents, routine operations or requests without supervision
• Completes support engineering tasks autonomously.
• Follows support process and good practice.
• Can address complex incident, routine operations, requests and changes without supervision
• Reports and interprets on activity to project or team leader in verbal and written form
• Understands the business context the service operates in
• Provides accurate estimates of effort required to complete significant tasks

Life at BAE Systems Applied Intelligence 

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds – the best and brightest minds – can work together to achieve excellence and realise individual and organisational potential. 

About BAE Systems Applied Intelligence

We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.

Applicants to this role must be amenable to obtain UK Government security clearance

Life at BAE Systems Applied Intelligence 

We are embracing Hybrid Working. This means you and your colleagues may be working in different locations, such as from home, another BAE Systems office or client site, some or all of the time, and work might be going on at different times of the day. By embracing technology, we can interact, collaborate and create together, even when we’re working remotely from one another. Hybrid Working allows for increased flexibility in when and where we work, helping us to balance our work and personal life more effectively, and enhance wellbeing.

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds – the best and brightest minds – can work together to achieve excellence and realise individual and organisational potential. 

About BAE Systems Applied Intelligence

We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.

Division overview: Government

At BAE Systems Applied Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Government contracts are an area we have many decades of experience in. Our Government business unit houses four of our critical client groups: UK National Security, Global National Security, defence and central government. Government and key infrastructure networks are critical targets to defend as the effects of these networks being breached can be devastating.

As a member of the Government business unit, you will defend the connected world and ensure the protection of nations. We all have a role to play in defending our clients, and this is yours.