IT Support Engineer

3 months contract with a Local Authority

Job Summary:

We live in an era of digital transformation at a time in which technology touches everything we do. The IT Service Centre encompasses 1st and 2nd line support functions including the provision of a facetoface IT hub.

It is a pool of resources which are flexibly managed to ensure the demands of the service are met. The 2nd line support team are responsible for the investigation diagnosis and effective resolution of more complex issues relating to hardware software and connectivity of the desktop estate usually issues that could not be resolved by the IT Service desk at 1st line.

They are also responsible for installing hardware and software and delivering or supporting a pipeline of project work which it is anticipated will be delivered using a combination of 1st and 2nd line resources offering opportunities for development across the service centre.

This is a technical role working as part of a team of approximately 8 x 2nd line engineers providing support remotely and via field visits to many sites across the borough. While selfservice portals and AIpowered chatbots have a role to play there remains room for the human touch particularly where empathy is required or complexity encountered.

Key Duties/Accountabilities

You will have excellent technical and analytical skills with proven experience implementing techniques of incident and problem management to restore services quickly including applying any known workarounds.

You will possess excellent interpersonal skills able to communicate effectively at all levels with technical and nontechnical people using different channels and approaches.

You will be a team player eager to listen and learn but also ability to confidently share knowledge and experiences with your colleagues in how to .

Responsible for handling complex incidents requiring a high level of technical knowledge often where 1st line were unable to resolve and or involving multiple suppliers according to agreed procedures to restore services quickly maintain the quality and consistency of the service to minimise business disruption enhance customer experience and maintain high levels of satisfaction.

Accountable for accurate recording and responding to incidents and service requests from the business suppliers and service teams promptly and effectively and within agreed operational and service levels.

Accountable for ensuring that resolved incidents / requests are properly documented and closed in order that normal business operation resumes is confirmed and ensure lessons learned can be acted on to support future service improvement.

Essential Experience Required:

13 years practical experience of working in a technical support role in a busy often pressurised and complex environment supporting a diverse range of users including executive and VIP level is essential.

Support experience in use of IT Service Management (ITSM) tools and be proficient in their use to manage incident and request fulfilment processes including the ability to report and manipulate data for reporting and root cause analysis is essential.

Experience using JIRA Service Management is desirable.

Essential Qualification Required:

A good general standard of education written and good verbal skills is essential.

Additional information to note:

Working hours: 35 hours per week.

The closing date for this position is 22^nd July 2024.