2nd Line Support Technician

2nd Line Support Technician

We are now recruiting for an ICT 2nd Line Support Technician.

In this role, you will provide second‑line technical support across the Council, helping to resolve incidents, maintain ICT infrastructure, and ensure colleagues receive a responsive and reliable service. You’ll work across a wide range of technologies, including end‑user devices, Microsoft 365, cloud services, networks, telephony, security platforms, audiovisual systems, and servers. You will also play an important role in cyber security, disaster recovery, ICT projects, and the continual improvement of our digital services.

Your duties and responsibilities will include, but are not limited to:

• Providing effective 2nd line ICT support, resolving incidents, requests and escalations in line with service standards.
• Installing, configuring, maintaining and supporting ICT hardware, software, applications, endpoints, servers and network services.
• Administering and supporting Microsoft 365, Active Directory, Intune, endpoint security, vulnerability management and related ICT systems.
• Supporting cyber security, disaster recovery, business continuity, IP telephony, contact centre, live streaming and audiovisual services.
• Managing software updates, ICT assets, licensing compliance, technical documentation and knowledge base content.
• Acting as an escalation point for 1st Line Support, providing guidance and mentoring where required.
• Working with suppliers and third parties to resolve faults, support service delivery and maintain accurate records.
• Assisting with ICT projects, upgrades, implementations and service improvements, including out‑of‑hours support where needed.

The post requires the individual to have regular access to a vehicle to enable travel within and outside the district in support of Council business. Free staff parking is valid until 31 March 2028.

• Substantial experience working within an ICT support environment.
• Experience diagnosing and resolving hardware, software and endpoint issues.
• Knowledge of Local Area Networks, Wide Area Networks, firewalls, antivirus and backup solutions.
• Experience supporting end users and delivering excellent customer service.
• Knowledge of incident, problem, change, asset and security management practices.
• Good working knowledge of Microsoft operating systems, Microsoft 365, Active Directory, Android and iOS platforms.
• Strong troubleshooting and problem‑solving skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to users with varying levels of technical understanding.
• Ability to organise, prioritise and manage competing workloads effectively.
• A willingness to learn, develop and keep up to date with new technologies and industry developments.
• GCSEs (or equivalent) in English and Mathematics, or relevant work experience.

• Enrolment in the career average local government pension scheme.
• Flexi scheme.
• Hybrid working.
• A generous annual leave entitlement that increases with service.
• Family‑friendly benefits.
• One day’s paid volunteering leave.
• Lifestyle benefits platform.
• Funded health cash plan.
• Free car parking to 31 March 2028.
• £10 a month gym membership at one of our gyms in the district.

For an informal chat or more information, please contact Alexander Gamage, Digital Operations Manager on Alexander.

Gam

* Pay Award from 1 April 2026 still under negotiation.

As an employer we will promote an inclusive working environment to maintain and develop a forward‑thinking and diverse workforce.

Veterans/family of forces/ex‑forces, those in care/care leavers, and candidates who declare disabilities (as defined by the Equality Act 2010) will be guaranteed interviews provided they have demonstrated that they meet the essential criteria of the post as detailed in the Person Specifications on their application forms.

We will not accept CVs from unsolicited recruitment agencies.

We recommend you submit your application early, as we often receive a large number of applications and therefore reserve the right to close the advert early.