Service & Support Engineer

Service & Support Engineer

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We are looking for a skilled professional to provide high‑level technical support for business systems, with a focus on end‑user devices. The role involves responding to system faults, service requests, performing monitoring, diagnostics, and proactive maintenance across the council.

• Lead on work priorities set by the Service and Support Lead and develop work plans to deliver objectives.
• Architect and provide detailed desktop solutions across all end‑user devices and lead on operating system upgrades and deployments.
• Provide technical/interface support to end‑user systems, carrying out detailed investigations to resolve incidents and restore services.
• Ensure incidents and service requests are logged, prioritised and progressed efficiently to enable business systems to perform.
• Respond to faults as they occur, liaising with 3rd‑party vendors and adhering to agreed SLAs.
• Carry out proactive maintenance, ensuring devices receive latest patches and software.
• Train and support Service and Support analysts and deliver technical first and second line support.
• Proactively ensure business‑critical systems are prioritised and available under the business continuity plan.
• Maintain end‑user device asset registers, perform network patching and produce documentation for all technical work.
• Identify areas of risk, mitigate risks and submit timely escalations.
• Explore opportunities for digital income streams and efficiency savings across the organisation.
• Support the development and delivery of the council’s IT strategy and manage effective customer service channels.

• Knowledge of ITIL and service management in an IT and business change environment.
• Experience administering enterprise systems and working as a service and support engineer across a range of technologies.
• Excellent working knowledge of corporate environment:
  Windows OS, mobile OS, encryption tools, anti‑virus, group policy, Active Directory, patch management, gold build imaging and application installations.
• Experience diagnosing system issues and problem resolution, and applying relevant IT practices and methodologies.
• Understanding of network, system and information security requirements and compliance, including statutory achievements.
• Managing contracts, liaising with 3rd‑party vendors and building supplier relationships.
• Experience in risk management, procurement, change and transformation within a local government setting.
• Strong governance, financial and performance regime knowledge, and appreciation of fairness, equality and diversity in service delivery.

• Active contribution to an environment of trust and mutual respect across the service.
• Project delivery across organisational boundaries, with clear communication to stakeholders at all levels.
• Strong problem‑solving skills and ability to handle unexpected challenges.
• Develop effective working relationships and drive consensus in a courteous manner.
• Identify and respond to emerging opportunities, adapting approach as required.
• Customer‑focused approach, proactively improving the customer experience.
• Network & relationship building with internal and external stakeholders.
• Persuasion and influence skills, regardless of stature.
• Excellent IT skills across desktop and end‑user device technologies, including group policies.
• Operate sensitively in a political environment and model appropriate behaviours encouraging empowerment.
• Prioritise and plan to deliver individual and organisational objectives.
• Occasional weekend and evening work may be required.

Relevant professional/technical qualification or equivalent training and experience in a similar environment; project management training; evidence of continuing professional and personal development.

• All employees are eligible to join the Local Government Pension Scheme (LGPS).
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum (pro rata for part‑time employees).
• In addition to statutory public holidays, an…