Digital Support Analyst – Field Engineer, North

Digital Support Analyst – Field Engineer, North Essex

Permanent, Full Time

£29,647 to £34,878 per annum

Location:

Chelmsford

Working Style:
Operational field‑based worker

Closing Date:
Sunday 4th January 2026 m

This role will primarily cover the north of the county as a field engineer, providing support to both Essex County Council and Adult Community Learning sites. The position requires flexibility to travel across the county, often transporting heavy equipment and supplies. A vehicle will be provided.

Interviews will take place on Monday 19th of January 2026.

Essex County Council (ECC) is ambitious and by 2030 it will be one of the most forward‑looking, effective and financially sustainable councils in the country. ECC will be a leading‑edge digital council driving excellent customer service with transformation at the heart of service excellence. The Essex Digital Service (EDS) is key to this ambition. The Infrastructure and Service Operations teams lead on ensuring the availability, performance, and scalability of ECC's critical platforms and digital services, forecasting and managing infrastructure and user resources to align with business growth.

Teams are responsible for all first‑line support, enhancing the overall customer experience, supporting around 9,000 users and devices, and driving the adoption and development of new solutions to deliver improved infrastructure, platform, and user services for ECC.

• Take ownership and be accountable for satisfactory resolution of all incidents and fulfilment of service requests at initial point of contact, including those requiring a high level of technical knowledge and/or involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service, minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
• Ensure that resolved incidents are properly documented and closed so that normal business operation resumes, is confirmed, and lessons learned can be acted on to support future service improvement.
• Provide an effective interface between users and service providers, including external commercial suppliers where applicable, documenting incidents, progress checking, and ensuring all diagnostic information is provided to expedite error resolution and incident analysis.
• Use sound judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need it to enable a speedy resolution and minimise disruption.
• Provide detailed personal advice and guidance, demonstrating ingenuity in applying knowledge to non‑standard situations, to enable users to maximise the functionality of the range of digital solutions available to them to be more productive and collaborative.
• Perform the build, installation, upgrade and decommissioning of desktop devices and software, liaising with all concerned to ensure installation priorities are met and disruption to the organisation is minimised.
• Configure and distribute end‑user devices and support the adoption and understanding of technology to assist the development of a computer‑literate workforce.
• Encourage and enforce adherence to IT policies that ensure availability, integrity, authentication, and confidentiality to ensure the security of information and information systems.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

• Educated to A Level or equivalent in experience in a relevant subject.
• Evidence of investigating the cause and impact, evaluating options, exercising considerable personal responsibility and autonomy, and resolving a broad range of complex issues.
• Able to demonstrate proficient experience in a User Support/Service Desk role, preferably working within a large Local Authority or public sector providing Engineering or Service Desk services.
• Evidence of good written, oral and presentation skills communicating with both…