We’re looking for a Service and Support Engineer to lead technical deployments, solve complex issues, and support our team with MECM, Intune, and scripting expertise. You’ll be the go-to person—trusted to investigate, resolve, and guide others—while delivering outstanding customer service with clarity, empathy, and professionalism.
Job Description
Key corporate accountabilities include:
* Work collaboratively with colleagues to deliver the Corporate Plan, service plan and Covid-19 recovery plan
* Take a collaborative approach to delivering IT support across the Council to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing of knowledge and experience across the council
* Contribute to the development of Council’s IT strategies and policies to deliver strategic aims and objectives across all service areas
* To work on cross cutting corporate issues/projects as required
* To work collaboratively with colleagues across the council to promote a culture of continuous improvement and good governance
* To promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation and high performance
Key Service Related Accountabilities include:
* Lead on work priorities/objectives set by the Service and Support Lead and develop work plans to deliver those objectives and to support organisational service delivery ensuring the council has a digitally/technology enabled workforce
* Provide technical/interface support to the end-user systems/equipment used by the council including carrying out detailed technical investigations and analysis to resolve incidents and restore services, working closely with business leads, suppliers and colleagues
* Ensuring all incidents and service requests are appropriately logged, prioritised and progressed efficiently and effectively to enable business systems to perform
* Responding, managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA’s
* Responding to service requests as allocated by the Service and Support Lead
* Carrying out proactive maintenance work as identified and programmed. Ensure the end user devices are identified and supported with the latest patches and software
* Provide support and assistance to colleagues to enable them to develop operational/technical skills to carry out their roles
* Deliver technical first and second line support, advising of risks, making recommendations and supporting the proactive maintenance of the IT systems/equipment in order to maximise performance as well as ensuring the security of the systems and networks
* Collaborate and support the wider team to ensure systems/equipment are operational and that users are kept up to date with any fault resolution
* Proactively ensure all agreed business critical systems are prioritised and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested
* Provide management information and statistics as required
* Manage the end user device asset registers and carry out asset moves as required
* Use the management tools to ensure devices are managed, encrypted, free from malware as required
* Perform network patching as per guidance from Network Engineers
* Produce/maintain documentation for all technical work undertaken including writing operational technical procedures as required
* Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner
* Look for opportunities to bring in income streams into the Council and horizon scanning for digital opportunities and efficiency savings across the organisation
* Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post
* Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met
* Support the development and delivery of the Council’s IT strategy
* Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements
Responsibilities
Key Responsibilities include:
* Act as the go-to specialist for all matters related to end user device support, including scripting for automation and troubleshooting, patching and update management, deployment using MECM and Intune, and writing technical support instructions
* Lead investigations into complex technical issues, using research and problem-solving skills to proactively find solutions independently
* Provide mentorship and support to less experienced colleagues, fostering a culture of learning and technical excellence, promoting a first-time fix ethos
* Deliver clear, empathetic, and professional support to internal customers, ensuring a high standard of service
* Maintain accurate records in the fault and service request management system
* Occasionally support out-of-hours work for critical operations
Skills Required
Essential Technologies & Skills include:
* MECM and Intune for software deployment and device management
* Windows scripting (e.g. PowerShell)
* Active Directory, Group Policy, DHCP, DNS
* Office 365, Teams, Anti-Virus Solutions
* Windows, Android, iOS platforms
* WI-FI technologies, Laptop/Desktop repairs
* Strong understanding of software imaging and device lifecycle management
Educational Requirements
What We’re Looking For includes:
* Proven experience in Desktop/2nd-Line IT support
* Ability to independently research and resolve issues without relying on others
* Strong written, verbal, and interpersonal skills
* Patience, empathy, and professionalism in customer interactions
* Willingness to take on a technical challenge as part of the recruitment process
* Formal training or equivalent experience in the technologies listed above
Benefits
We offer our employees a competitive pay and benefits package, including:
* 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
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support
Norwich City Council is an equal opportunities employer and welcomes applications from all qualified candidates. The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide.
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