ICT Service Delivery Administrator

London Borough of Ealing; London Borough of Ealing; On-site; GBP 33,000 - 60,000; Full time

Job summary

Ealing Council is seeking a motivated 2nd Line ICT Engineer to join the Service Delivery team in London. The role focuses on delivering high-quality, customer-focused technical support across the organisation, supporting Windows 11 devices and a Microsoft domain environment.

The ideal candidate will have strong troubleshooting skills across hardware and software, the ability to prioritise work to meet SLA requirements, and familiarity with Intune, GPOs, Autopilot and VPN technologies.

Qualifications

• Minimum 2nd line ICT support experience.
• Experience with Windows 11 devices in a Microsoft domain environment.
• Knowledge of Intune and device deployment.
• Understanding of cybersecurity and data safeguarding practices.
• Ability to meet SLA and work under pressure.

Responsibilities

• Provide 2nd line support for incidents and service requests via the service portal, email, phone and in person.
• Troubleshoot desktop, laptop, telephony, application and third-party system issues.
• Assist with device deployment and management using Intune and Autopilot.
• Support priority incidents, project tasks and service desk documentation where required.

Skills

Customer service

Troubleshooting

Prioritise & SLA

Intune

FortiClient VPN

ADCs

Firewall technologies

Education

ITIL Foundation

Prince2 Foundation

Tools

GPOs

Autopilot

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.

The successful candidate will have some technical experience and be able to:

• 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.

The ideal candidate will have:

• 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 underrepresented in Ealing's workforce.

Please note all applications will be determined on merit.

Closing date: 13 November 2026