2nd Line IT Support Specialist – Complex Issues

Walsall Council; Walsall; On-site; GBP 33,000 - 36,000; Full time

Job summary

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team. Based at the Civic Centre, the role will diagnose and resolve hardware and software issues across the council IT estate, with some on-site visits to libraries and Active Living Centres.

You will handle more complex incidents, escalate where needed, and assist with frontline support during peak times. A BPSS check is required and the closing date is 1/11/2026.

Qualifications

• Experience troubleshooting hardware, software, and end-user IT issues.
• Strong problem solving and analytical skills.
• Excellent communication and customer service abilities.
• Ability to prioritise workloads and manage multiple incidents.
• Proactive and collaborative approach with colleagues, suppliers, and customers.

Responsibilities

• Handle complex incidents that cannot be resolved at first point of contact by the 1st Line Support Team.
• Escalate incidents to specialist teams or third-party suppliers when required.
• Contribute to device configuration and deployment services, including laptops and mobile devices.
• Provide on-site IT support at locations like libraries and Active Living Centres.

Skills

Problem solving

Analytical skills

Excellent communication

End-user IT issues

Prioritisation

Collaborative work

Proactive approach

Customer service

Job description

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team. Based at the Civic Centre, the role will diagnose and resolve hardware and software issues across the council IT estate, with some on-site visits to libraries and Active Living Centres.

You will handle more complex incidents, escalate where needed, and assist with frontline support during peak times. A BPSS check is required and the closing date is 1/11/2026.