Description
We are seeking a motivated 2nd Line ICT Engineer to join our Service Delivery team and provide high-quality, customer-focused technical support across the organisation.
The successful candidate will have some technical experience and be able to:
- Deliver 2nd line support for incidents and service requests via the service portal, email, phone and in person.
- Support Windows 11 devices in a Microsoft domain environment.
- Troubleshoot desktop, laptop, telephony, application and third-party system issues.
- Assist with device deployment and management using GPOs, Intune and Autopilot.
- Apply good cyber security and data safeguarding practices.
- Support priority incidents, project tasks and service desk documentation where required.
The ideal candidate will have:
- Excellent customer service and communication skills.
- Strong troubleshooting skills across hardware, software and end-user devices.
- The ability to prioritise work, meet SLA requirements and remain calm during busy periods.
- Experience with MDM technologies such as Microsoft Intune.
- An understanding of FortiClient VPN, ADCs and firewall technologies would be advantageous.
- ITIL Foundation and Prince2 Foundation are desirable but not essential.
Full Clean Driving Licence is required.
It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we're looking forward to hearing from you.