Workplace IT Engineer - 2nd Line Support

Description

Workplace IT Engineer - 2nd Line Support

Contract Position - West London Local Authority

Role Overview

We are seeking an experienced Workplace Technology Engineer to provide 2nd line IT support for a progressive West London local authority. This is a fantastic opportunity to join a dynamic Digital Services team, working at the forefront of workplace technology to support over 2,000 staff across multiple locations.

Location: Hub-based with travel to local offices across West London

Contract Type: Full-time, Monday to Friday (37 hours per week)

Duration: Initial contract with view to permanent for the right candidate

Salary: £225 per day (Umbrella) | PAYE options available

Transport: Company pool vehicles available for site visits

Key Responsibilities

2nd Line Support Delivery:

Resolve complex 1st and 2nd line technical issues at various locations

Perform in-depth troubleshooting and backend analysis

Handle VIP escalations and manage priority incidents

Provide drop-in support and remote assistance via telephony and remote-control functions

Technical Operations:

Install, maintain, and decommission IT equipment including cabling from floor to desk and patch panel to switch level

Support print services and manage escalations with suppliers (Ricoh)

Collaborate with other Digital Services teams to resolve complex user issues

Participate in project work and out-of-hours implementations when required

Customer Service Excellence:

Act as the primary in-person point of contact between staff and Digital Services

Work with customers empathetically to provide high-level service and build confidence

Maintain detailed incident logs and provide regular updates within agreed SLAs

Represent the Council with awareness of Diversity and Accessibility requirements

Essential Requirements

Technical Skills:

Microsoft 365 experience - Advanced knowledge essential

Microsoft Intune operational knowledge - Essential for device management

Printer support experience - Including troubleshooting and supplier liaison

Windows 10/11 configuration and troubleshooting

Network administration and troubleshooting (TCP/IP, WAN/LAN/Wi-Fi)

Remote access/VPN technologies

MFD operations and basic setup

Experience & Qualifications:

Valid UK Driving Licence (Manual or Automatic) - Mandatory

Minimum 2-4 years in IT Service Support environment

ITIL methodology understanding and exposure to ITIL-based environments

Experience liaising with staff at all levels including senior management

Proven track record as Workplace Technology/Field Engineer or similar

Personal Attributes:

Excellent communication and interpersonal skills

Strong problem-solving abilities with a can-do attitude

Ability to work independently and take initiative

Patience and tact when working with non-technical users

Flexibility to work variable hours for project work when needed

Desirable Skills

Audio Visual & Video conferencing support knowledge

Asset management experience (logistics, stock management, order processing)

Exposure to Major Incident management

Microsoft certifications

Project management experience

Experience working in local government or public sector

What We Offer

Competitive daily rate with PAYE options

Company pool vehicles for site visits

Comprehensive training and development opportunities

Opportunity to become permanent for the right candidate

Modern, supportive working environment

Chance to make a real difference in public service delivery

Next Steps

This role offers excellent progression opportunities within a supportive team environment. The successful candidate will have the opportunity to develop their skills while contributing to the digital transformation of local government services.

Ready to make a difference? Apply now to join our dynamic Digital Services team

Ad ID: 5416926531