End-User IT Systems Engineer

Norwich Living Wage City Action Group; Norwich; On-site; GBP 30,000 - 42,000; Full time

Job summary

Norwich City Council seeks a Service and Support Engineer to provide high level technical support for end-user devices and business systems. You will respond to faults, manage service requests, monitor systems and perform proactive maintenance to keep services running efficiently.

In this role you will support the Service and Support Analysts, contribute to IT strategy delivery, ensure governance and security, and maintain a customer-focused IT service across the council.

Qualifications

• ITIL and service management knowledge in IT and business change environments.
• Experience administering enterprise systems and corporate desktops.
• Strong technical understanding of Windows, mobile OS, encryption, and AV.
• Experience supporting a range of technologies in a service role.
• Ability to diagnose issues and perform root-cause analysis.
• Experience working with suppliers/contractors and 3rd parties.
• Capability to deliver projects within governance, risk and procurement frameworks.
• Evidence of continuing professional and personal development.

Responsibilities

• Provide high level technical support for end-user devices and business systems.
• Respond to faults, service requests and perform proactive maintenance.
• Log, prioritise and progress incidents and requests to restore services promptly.
• Collaborate with Service and Support Analysts and cross-functional teams.
• Architect desktop solutions and lead OS upgrades and deployments.
• Maintain security, governance and compliance across systems.

Skills

ITIL knowledge

End-user devices

Incident management

Networking basics

Security awareness

Project management awareness

Education

Relevant professional qualification

Project management training

Continuing professional development

Tools

Active Directory

Group Policy

Patch Management

Gold Build Imaging

Encryption tools

Job description

Norwich City Council seeks a Service and Support Engineer to provide high level technical support for end-user devices and business systems. You will respond to faults, manage service requests, monitor systems and perform proactive maintenance to keep services running efficiently.

In this role you will support the Service and Support Analysts, contribute to IT strategy delivery, ensure governance and security, and maintain a customer-focused IT service across the council.