Workplace IT Engineer - 2nd Line Support

Workplace IT Engineer - 2nd Line Support

Contract Position - West London Local Authority

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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

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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

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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

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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

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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

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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.