ICT Service Delivery Administrator

Ealing Council (London Borough of Ealing); Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Troubleshooting

SLA awareness

MDM technology (Intune)

VPN and firewall knowledge

ITIL Foundation desirable

Prince2 Foundation desirable

Tools

Microsoft Intune

FortiClient VPN

FortiGate Firewall

Job description

10-month fixed-term contract with the possibility of extension

Career Grade 7 - 9

We are seeking a motivated 2nd Line ICT Engineer to join our Service Delivery team and provide high-quality, customer-focused technical support across the organisation.

Key Responsibilities

• 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.

Ideal Candidate

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

Full Clean Driving Licence is required.

It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we're looking forward to hearing from you.

Applicants must already have the legal right to work in the UK at the time of application. Please note that the Council is unable to provide visa sponsorship for this role, and applications requiring sponsorship will not be considered.

This is an office-based role. The successful candidate should be able to reliably commute to the workplace.

Please note that this position is subject to Ealing's enhanced vetting process.

Ealing Council is committed to creating good jobs and delivering on its connected communities agenda. We are committed to equality of opportunity, to being fair and inclusive.

We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently under-represented in Ealing's workforce.

Please note all applications will be determined on merit.

Closing date: 13 November 2026