Unit 4 Security Support Agent
The starting salary for this permanent position is £45,680 per annum based on a 36-hour working week.
The Service Delivery team are excited to be recruiting for a skilled and highly motivated Unit 4 Security Support Agent to join our dynamic team. Reporting to the Service Delivery Security Team Leader, you will join the wider IT&D Service and work as part of a team with the autonomy to succeed in a lively, friendly environment.We are committed to investing in our staff and supporting every individual to achieve their full potential.
This role is based at Woodhatch Place, Reigate. We support remote working meaning you aren't required in the office 5 days a week, however there is an expectation to attend the office at least once a week.
Rewards and Benefits- 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
- Option to buy up to 10 days of additional annual leave
- An extensive Employee Assistance Programme (EAP) to support health and wellbeing
- Up to 5 days of carer's leave per year
- Paternity, adoption and dependents leave
- A generous local government salary related pension
- Lifestyle discounts including gym, travel, shopping and many more
- 2 paid volunteering days per year
- Learning and development hub where you can access a wealth of resources
About the Role
Surrey County Council implemented the Unit 4 system 18 months ago as a modern, intuitive and flexible Software-as-a-Service Enterprise Resource Planning system. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.
Unit 4 is supported by our in-house IT and Digital team with support from a service contract with Vision ERP. The team operate ITIL v4 processes and are structured into:
- Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management),
- Service Improvement (change requests, release management and business relationship management).
As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery.
Duties of the Unit 4 Security Support Agent include:
- Providing second-line IT security support and assistance to customers and stakeholders, resolving issues promptly and effectively
- Acting as a first point of contact for customer security and access enquiries, troubleshooting technical and functional problems, providing progress updates and providing timely resolutions
- Performing routine security support tasks and ensure system controls and processes are complied with
- Collaborating with cross-functional teams to address complex technical issues and escalate unresolved issues when necessary
- Documenting and maintaining accurate records of customer interactions, technical issues and resolutions in Cherwell, our service management ticketing system, Sharepoint and other document management systems
- Conduct software testing and quality assurance to identify defects and ensure Unit 4 functionality meets the customer requirements.
- Create and run test scripts and automate when required
- Support project delivery, service improvement initiatives, system upgrades and other continuous improvement activities
- Provide information security advice and knowledge transfer to less experienced team members
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
- Previous experience of Unit 4 ERP/ Agresso in Security Support including knowledge of roles and authorisations, user provisioning and data controls
- Knowledge of SQL (reading, writing and analysing scripts)
- Experience of supporting audits
- Strong troubleshooting and diagnostic skills
- Team player with excellent interpersonal skill
- Knowledge of ITIL service management framework Security and Access management, Service Desk, Service Request Management, Incident Management and Problem Management.
The job advert closes at 23:59 on 09/03/2025 with interviews to follow.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
- The candidate has evidenced the minimum criteria for the role through their application
- The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.