Workplace IT Engineer - 2nd Line Support
Contract Position - West London Local Authority
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
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
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 & 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
Desirable Skills
* 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
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 difference in public service delivery
Next Steps
This role offers excellent progression opportunities within a supportive team environment. The successful candidate will have the opportunity to develop their skills while contributing to the digital transformation of local government services.
Ready to make a difference? Apply now to join our dynamic Digital Services team. #J-18808-Ljbffr