£225 per day
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 and 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 and 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 differenc