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 locationsPerform in-depth troubleshooting and backend analysisHandle VIP escalations and manage priority incidentsProvide drop-in support and remote assistance via telephony and remote-control functionsTechnical Operations:
Install, maintain, and decommission IT equipment including cabling from floor to desk and patch panel to switch levelSupport print services and manage escalations with suppliers (Ricoh)Collaborate with other Digital Services teams to resolve complex user issuesParticipate in project work and out-of-hours implementations when requiredCustomer Service Excellence:
Act as the primary in-person point of contact between staff and Digital ServicesWork with customers empathetically to provide high-level service and build confidenceMaintain detailed incident logs and provide regular updates within agreed SLAsRepresent the Council with awareness of Diversity and Accessibility requirements

Essential Requirements

Technical Skills:
Microsoft 365 experience - Advanced knowledge essentialMicrosoft Intune operational knowledge - Essential for device managementPrinter support experience - Including troubleshooting and supplier liaisonWindows 10/11 configuration and troubleshootingNetwork administration and troubleshooting (TCP/IP, WAN/LAN/Wi-Fi)Remote access/VPN technologiesMFD operations and basic setupExperience & Qualifications:
Valid UK Driving Licence (Manual or Automatic) - MandatoryMinimum 2-4 years in IT Service Support environmentITIL methodology understanding and exposure to ITIL-based environmentsExperience liaising with staff at all levels including senior managementProven track record as Workplace Technology/Field Engineer or similarPersonal Attributes:
Excellent communication and interpersonal skillsStrong problem-solving abilities with a can-do attitudeAbility to work independently and take initiativePatience and tact when working with non-technical usersFlexibility to work variable hours for project work when needed

Desirable Skills

Audio Visual & Video conferencing support knowledgeAsset management experience (logistics, stock management, order processing)Exposure to Major Incident managementMicrosoft certificationsProject management experienceExperience working in local government or public sector

What We Offer

Competitive daily rate with PAYE optionsCompany pool vehicles for site visitsComprehensive training and development opportunitiesOpportunity to become permanent for the right candidateModern, supportive working environmentChance 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.