2nd Line ICT Engineer - Service Delivery Expert

Ealing Council (London Borough of Ealing); Greater London; Sur place; GBP 32 000 - 42 000; Plein temps

Résumé du poste

Ealing Council in London seeks a motivated 2nd Line ICT Engineer to join the Service Delivery team and provide high-quality, customer-focused technical support across the organisation.

The role focuses on 2nd line support for incidents, deployment and management of Windows 11 devices, and ensuring cyber security practices. Office-based with a 10-month fixed-term contract and extension potential.

Qualifications

• Excellent customer service and communication skills.
• Strong troubleshooting skills across hardware, software and end-user devices.
• 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.

Responsabilités

• 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.

Connaissances

Customer service

Troubleshooting

SLA awareness

MDM technology (Intune)

VPN and firewall knowledge

ITIL Foundation desirable

Prince2 Foundation desirable

Outils

Microsoft Intune

FortiClient VPN

FortiGate Firewall

Description du poste

Ealing Council in London seeks a motivated 2nd Line ICT Engineer to join the Service Delivery team and provide high-quality, customer-focused technical support across the organisation.

The role focuses on 2nd line support for incidents, deployment and management of Windows 11 devices, and ensuring cyber security practices. Office-based with a 10-month fixed-term contract and extension potential.