Digital Support Analyst - Field Engineer, North Essex

Essex County Council; Chelmsford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local authority in England is seeking a Field Engineer to provide technical support across various locations. This role requires strong user support skills, effective communication, and the ability to resolve complex technical issues. Candidates should have A Level qualifications or equivalent experience, and possess a proven track record in user support within a public sector environment. Responsibilities include resolving incidents, enhancing user experience, and ensuring effective use of digital tools. A vehicle will be provided for travel.

Qualifications

• Experience resolving complex technical issues in a user support role.
• Demonstrated ability in investigating causes and impacts of incidents.
• Ability to communicate effectively with technical and non-technical audiences.

Responsibilities

• Provide technical support for personal computing and digital tools.
• Document and resolve reported incidents promptly.
• Interface between users and service providers.
• Monitor and prioritize incident resolution.
• Guide users in maximizing digital solutions.

Skills

User Support/Service Desk experience

Communication skills

Technical troubleshooting

Customer service

Education

A Level or equivalent

Job description

This role will primarily cover the north of the county as a field engineer, providing support to both Essex County Council and Adult Community Learning sites. The position requires flexibility to travel and work across the county, so a willingness to travel between locations, often transporting heavy equipment and supplies is essential. A vehicle will be provided for this. The Infrastructure and Service Operations teams lead on ensuring the availability, performance, and scalability of ECC's critical platforms and digital services, forecasting and managing infrastructure and user resources to align with business growth. Teams are responsible for all first-line support, enhancing the overall customer experience and overseeing service operations, supporting around 9,000 users and devices and driving the adoption and development of new solutions and systems to deliver improved infrastructure, platform, and user services for ECC, exemplifying high standards of user‑centricity. They manage multi‑million‑pound commissioned and in‑house service, device, network, and platform contracts with expertise in technology contracting. The postholder will provide prompt and effective technical support for all aspects of personal computing including supporting users to get the full value from the digital tools and equipment available to them. They will be familiar with all areas of support including laptop/desktop devices, office and application software and user network connectivity issues, also in providing advice and guidance to all users in the effective use of the modern workplace digital tools and equipment available to them. They will be responsible for progressing reported incidents requiring a high level of technical knowledge and experience to resolve issues.

• Take ownership and be accountable for satisfactory resolution of all incidents and fulfilment of service requests at initial point of contact/logging up to and including those requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
• Ensure that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.
• Provide an effective interface between users and service providers, including external commercial suppliers where applicable, including documenting incidents, progress checking, and ensuring all diagnostic information is provided to expedite error resolution and incident analysis.
• Use sound judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it to enable a speedy resolution and minimise disruption.
• Provide detailed personal advice and guidance, demonstrating ingenuity in applying knowledge to non‑standard situations, to enable users to maximise the functionality of the range of digital solutions available to them to be more productive and collaborative.
• Perform the build, installation, upgrade and decommissioning of desktop devices and software, liaising with all concerned ensuring that installation priorities are met and disruption to the organisation is minimised.
• Configure and distribute end user devices and support the adoption and understanding of technology to assist the development of a computer literate workforce.
• Encourage and enforce adherence to IT policies that ensure availability, integrity, authentication, and confidentiality to ensure the security of information and information systems.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.
• Evidence of good written, oral and presentation skills communicating with both technical and non‑technical audiences including team and stakeholders inside and outside the organisation.

Essential qualifications

• Educated to A Level or equivalent in experience in a relevant subject.
• Evidence of investigating the cause and impact, evaluating options, exercising considerable personal responsibility and autonomy, and resolving a broad range of complex issues.
• Able to demonstrate proficient experience in a User Support/Service Desk role preferably working within a large Local Authority or public sector providing Engineering or Service Desk services.
• Evidence of good written, oral and presentation skills communicating with both technical and non‑technical audiences including team and stakeholders inside and outside the organisation.

Desirable qualifications

• Hold ITIL 4 Foundation level accreditation or equivalent professional qualification.
• Good customer service skills.
• Evidence of applying, facilitating, and developing creative thinking concepts and finding alternative ways to approach team outcomes.
• Evidence of continual professional development to keep pace with technical and business change.