2nd-Line IT Support Specialist — Troubleshooting & Deployments

Walsall Council; Walsall; Presencial; GBP 28.000 - 36.000; Jornada completa

Descripción de la vacante

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team at the Civic Centre in Walsall. Based across the borough, the role diagnoses and resolves hardware and software issues, including on-site visits to libraries and Active Living Centres.

You will handle complex incidents, assist with frontline call handling during peak times, escalate to specialist teams or suppliers, and contribute to device configuration and deployment for Council services.

Formación

• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Experience troubleshooting hardware, software, and end-user IT issues.
• Ability to prioritise workloads and manage multiple incidents effectively.
• A proactive and collaborative approach to working with colleagues, suppliers, and customers.
• A commitment to delivering high-quality IT support services.

Responsabilidades

• Resolve complex IT incidents and escalate where required.
• Investigate, diagnose, and resolve technical issues.
• Escalate to specialist teams or third-party suppliers as needed.
• Configure and deploy devices (laptops, mobile devices) for Council services.
• Provide on-site and office-based IT support across the borough.
• Support frontline call handling during peak periods when required.

Conocimientos

Problem-solving

Communication

Troubleshooting

Workload prioritisation

Proactive collaboration

Quality IT support

Descripción del empleo

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team at the Civic Centre in Walsall. Based across the borough, the role diagnoses and resolves hardware and software issues, including on-site visits to libraries and Active Living Centres.

You will handle complex incidents, assist with frontline call handling during peak times, escalate to specialist teams or suppliers, and contribute to device configuration and deployment for Council services.