We are a dynamic local authority providing essential services to the people of Gloucester. Our main office, based in the Eastgate Centre on Eastgate Street in the heart of the city, is an accessible, modern and light space designed for collaborative working and finding new ways to work. It's all open plan, with a living green wall and other plants without set desks, so you can sit next to someone new every day. We're always looking to improve how we work and we offer flexible and agile working to give our people a great work life balance. About the role Are you a dynamic individual with a passion for technology and innovation? Join our Transformation and Technology team as an IT Support Services Engineer. In this role, you will support end users in resolving IT issues, contribute to the success of the organization, and drive continuous improvement. You will work closely with the Support Services Manager to ensure help desk calls meet SLA targets and customer satisfaction metrics, while also looking for ways to enhance our service. What we need from you To be successful in this role, you will need: At least 2 years of experience in a customer-facing role. Relevant technology qualifications such as ITIL, NVQ, or BTec. Strong technical proficiency in Windows and mobile operating systems. Knowledge of ITIL and understanding of cyber risks. Exceptional customer-facing and communication skills. Ability to resolve IT-related calls both in person and remotely. Experience in software and hardware installation and support. Ability to create and maintain documentation, including FAQs. What we can do for you For all your hard work, you will receive the following benefits: Flexible, Hybrid/Agile working opportunities. Generous annual leave entitlement: 25 days rising to 30 days after 5 years of continuous service. Option to purchase 10 days of additional leave per year. 2 days paid leave annually for local volunteering activities. Excellent Local Government Pension Scheme (LGPS) & life cover of 3 times your salary. Regular training, career development, and qualification opportunities. Supportive and positive working environment with regular, robust supervision. Access to our Employee Assistance Programme (EAP) providing free, confidential counselling and advice. Enhanced family-friendly leave and pay. Cycle to Work scheme. Employee discount scheme. Discounted tickets for local events and reduced rate use of GL1 facilities. Free flu jabs. Access to employee-led networks and opportunities to participate in our Equalities Working Group.