Technical Support Assistant

Reference Number - 78307

This Technical Support Assistant for the Connection, Compliance and Reporting team will report to the Lead Network Planning Engineer and will work within the Asset Management based in our Bury St Edmunds or Crawley office. You will be a permanent employee.

You will attract a salary of £35,061.00 and a bonus of 3%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote

Close Date - 18/02/2024

We also provide the following additional benefits

• Annual Leave

• Personal Pension Plan - Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)

• Tenancy Loan Deposit scheme

• Tax efficient benefits: cycle to work scheme

• Season ticket loan

• Occupational Health support

• Switched On - scheme providing discount on hundreds of retailers products.

• Discounted access to sports and social clubs

• Employee Assistance Programme.

Job Purpose:

The Network Planning Team is part of the Asset Management Directorate. The team's role is to manage the LV, HV and EHV distribution networks in UK Power Networks area.

As the Technical Support Assistant, you will support the Connection, Compliance and Reporting Team by dealing with customer enquiries, allocating and managing the technical systems for connection applications, diversions, protection, reinforcement works and any other job request for the Network Planning teams. You will put together reports, managing progress updates, job status updates and associated interactivity tables and typical business support activities.

The aim is to deliver excellence in customer service, maintaining high quality, accurate and timely information and responses to our customers both internally and externally.

Dimensions:

Staff: No direct reports

Department budget: The the postholder is not a budget holder but has the responsibilities as outlined below.

Principal Accountabilities:

The work content can be varied and dynamic to meet the needs of both customers and all partners. Core activities include the following activities:

• Support customer enquiries and ensure they are addressed.

• Maintain the generation and demand customer connection systems by registering new applications, updating status of applications, monitoring the quality of information stored and provide updates on the team performance. Be an interface with the different connection teams and deliver reports as relevant.

• Provide quality information to all partners in the form of reports including for example support for the LTDS, DG mapping, etc or reports to National Grid and external customers such as generation capacity reports or ad-hoc requests from other external stakeholders.

• Assist the development of project information in SAP PPM/PS, financial reports and raising claim notifications;

• Take ownership of the internal mailboxes, registering all incoming work for the team, and allocating work to the relevant Network Planning Engineers and Technicians taking, updating all relevant technical characteristics in the database, including primary, grid and GSP, point of connection voltage, type of generation, import and export values…

• Help resolve missing information for network records, data quality issues in the database and other tools; Identify, manage and implement improvements to the working practices;

• Attend liaison/ interface meetings with other partner giving updates on progress of jobs for the team and taking notes.

• Support the Network Planning team with general administration such as updating the team monthly report, raising POs, ordering PPE, stationery, setting up meetings, team events…

• Support the network planning team in the more administrative tasks of their works such as utility plans, chasing for status updates, gathering information about/ for local authorities.

Nature and Scope:

As a Technical Support Assistant for the Connection, Compliance and Reporting team, you will ensure the smooth flow of the support functions enabling the planning engineers to produce schemes to support the capital programme and to answer connection queries.

You will raise new jobs and updating existing jobs as they progress in both our in-house database and our financial system (SAP). You will also check data and query discrepancies with the connection designers, connections project managers, surveyors and planning engineers in order to ensure clear accurate data is maintained.

To maintain progress of the programme, certain work needs to be carried out in advance of the site works such as legal consents and site surveys. Where we interact directly with contractors who carry out these functions purchase orders will need to be raised and tracked. When the relevant information has been received and quality checked the order will need to be receipted and closed. Monitoring of open orders is important to ensure the minimum numbers are in use at any one time.

In this job, you will gain an understanding of the connection design and planning process and the opportunity to develop your Microsoft Access skills and SAP skills.

Should you wish to, there is a chance to develop a technical understanding of the Distribution Network. This could lead to a Distribution Technician role in the future, should you wish to study towards an ONC or HNC in parallel with your work.

Other activities may include supporting the Design Review process, supporting other planning team when other business supports and Technical Support Assistants are on leave or sick.

Measures of Success

• Accurate entry and updates of connection referrals on the database to ensure that the teams meet their Service Level Agreements with Connections and other parts of the business.

• Accurate entry of job requests for the team in the database.

• Daily, weekly, monthly and yearly reports for the Network Planning team.

• Accuracy in data entry and reporting. Minimal re-work required, if any, of SAP, database, team reports and other stakeholder reports

• Accurate response to the jobs allocated.

• Support and achieve the goal of zero harm to one's self, colleagues and members of the public.

• Improve performance and engagement for the team.

• Feedback from other staff and other departments within UK Power Networks and external organisations demonstrate a positive image of the company and the team.

Qualifications:

Essential:

• Educated to GCSE standards and already be in possession of City & Guilds 232 in Electrical Engineering qualification or equivalent or A-level in science, maths or physics. Higher qualification will be an advantage.

• A good standard of English and Maths

• Proficient in basic PC skills (including Microsoft Office suite)

• Good team working skills

• Good organization skills including the ability to plan and manage time;

• Basic understanding of the principles behind electricity networks and electrical assets such as transformers, switchgear, cables and overhead lines;

• Proficient in IT technology including Microsoft Office Word, Excel, Access, PowerPoint.

Desirable:

• Previous experience of Technical Support activities

• Think and act ahead of time to take advantage of opportunities for innovation and improvement and to address problems

• Enthusiastic and flexible approach to work

• An understanding of the principles of Distribution Network Operator power engineering;

• Use UK Power Networks IT technical programs such as SAP, PowerON, PI and Netmap;

• Knowledge of connections and consents activities

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.