Support Officer (2nd Line)

Walsall Council; Walsall; On-site; GBP 33,000 - 36,000; Full time

Job summary

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team at the Civic Centre in Walsall. You will handle complex incidents, diagnose hardware/software issues, and contribute to device deployments across council services.

The role involves on-site support at locations such as libraries and Active Living Centres, with BPSS checks and a focus on delivering high-quality IT support to council employees.

Qualifications

• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Experience troubleshooting hardware, software, and end-user IT issues.
• The 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.

Responsibilities

• Resolve complex IT incidents that cannot be resolved by the 1st Line Support team.
• Investigate, diagnose, and resolve technical issues, escalate when required.
• Assist with frontline call handling during periods of high demand when needed.
• Configure and deploy devices, laptops, and other technology solutions for council services.
• Support the IT estate through problem-solving and cross-team collaboration.

Skills

Problem-solving

Analytical skills

Customer service

Troubleshooting hardware

Troubleshooting software

Workload prioritisation

Incident management

Collaborative approach

High-quality IT support

Job description

Support Officer (2nd Line) - Ref: RT01626

Grade: G6; Salary Range: £32,578 - £35,570

Are you an accomplished problem solver with excellent communication skills?

Do you have the ability to analyse technical issues, ask the right questions, and deliver effective solutions for customers? Are you looking to develop your career within a fast-paced and rewarding IT support environment?

An exciting opportunity has arisen for a permanent 2nd Line Support Officer to join the DaTS Customer Services Team at Walsall Council.

Based at the Civic Centre in Walsall, the 2nd Line Support Team provides essential IT support services to Council employees across the borough. The role involves both office-based and on-site support, including visits to locations such as libraries and Active Living Centres to diagnose and resolve hardware and software issues.

As a member of the 2nd Line Support Team, you will be responsible for handling more complex technical incidents that cannot be resolved at first point of contact by the 1st Line Support Team. While there may be occasions when you assist with frontline call handling during periods of high demand, your primary focus will be the investigation, diagnosis, and resolution of technical issues, along with the escalation of incidents to specialist teams or third-party suppliers where required.

The team also delivers device configuration and deployment services, preparing and issuing laptops, mobile devices, and other technology solutions to support Council services.

This is a diverse and challenging role that requires strong technical knowledge, excellent customer service skills, and a proactive approach to problem solving. The successful candidate will be expected to resolve the majority of incidents assigned to them through their own expertise, collaboration with 3rd Line support teams, and effective use of troubleshooting methodologies.

No two days are the same. Walsall Council supports a wide range of technologies and services, providing the opportunity to work across a varied and evolving IT estate while making a direct contribution to the delivery of public services.

What we are looking for?

• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Experience troubleshooting hardware, software, and end-user IT issues.
• The 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.

If you are passionate about technology, enjoy helping people, and thrive in a varied technical support role, we would love to hear from you.

If you would like to know more about this role, please contact: [e-mail]

Closing date for applications: 1/11/2026

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).