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- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
