Tier 2 Technical Support Analyst

West Midlands Police; Birmingham; On-site; GBP 28,000 - 42,000; Full time

Job summary

West Midlands Police is seeking an IT professional to join the Tier 2 IT&D Support team in Birmingham. You will provide remote and desk-side support, handle incidents, and assist in problem management for a bespoke software environment.

The role requires experience with Windows O/S, Office 365, Azure, Intune, SCCM, and Active Directory, plus strong customer service in a fast-paced, multi-user setting. On-site hours are standard core hours.

Qualifications

• Degree in Information Technology or Computer Science (or equivalent experience).
• At least two years of IT and desktop support experience.
• Preferred certifications: A+, Network+, MCP, MCSA, CCNA, ITIL.
• Knowledge of DHCP, TCP/IP, and DNS.
• Experience with Active Directory management.

Responsibilities

• Provide desk-side and remote IT support to resolve issues within SLAs.
• Handle incident management for major incidents to restore services quickly.
• Support common applications such as Microsoft Office 365.
• Manage user security groups and computers via Active Directory.
• Deploy software packages using SCCM and Intune.
• Monitor and respond to OSI-layer issues and alerts; maintain knowledge bases.
• Liaise with 3rd party suppliers and internal users.
• Participate in Major Incident and Problem Management meetings.

Skills

Desktop Windows O/S

O365/Microsoft 365

Azure Virtual Desktop

Intune

Active Directory

SCCM/Software deployment

Networking basics (DHCP/TCP-IP/DNS)

ITIL incident/problem management

Customer service skills

Education

Degree in Information Technology or Computer Science

Tools

MS-App_V technologies

Oracle Service Cloud

Job description

We are looking for a dynamic and motivated IT professional to join our Tier 2 support team in Birmingham. This role is perfect for someone who is team-oriented, thrives in a fast-paced setting and is technically ambitious.

Working as part of the IT&D Tier 2 Support team you will provide IT remote support using methodical thinking, analytical skills and broad technical skills. Post-holders will be expected to undertake 2ndline incident, request and problem management activities, including supporting application users, responding to queries and requests, troubleshooting, root cause analysis, analyse and resolve application problems, and minimise errors and downtime.

You will also be a primary point of contact between 3rd party suppliers and internal users.

You should have experience of working in an IT support role, ideally in a multi-user/site environment, along with previous experience of supporting users in an Active Directory, Azure, AWS and Hyper Venvironment. You will be required to deliver client services and support through the company's custom-built (bespoke) software applications.

In this role you are expected to manage and maintain legacy server infrastructure, focusing on Windows Server 2012 through to 2026 platforms. You should have knowledge of Windows 10 & 11, Office 365 Suite, Microsoft Azure, AWS, AVD, Intune and networking technologies, as well as knowledge on imaging software to rebuild laptops and desktop devices. You will manage technical support for financial systems, their SQL environment(s) and related customisations and integrations, oversee running of regular systems routines such as daily / month / year end processing.

Additionally, experience of working with both PC platforms and using SCCM would be an advantage.

In the role you will be responsible for:

• Providing desk-side and remote support to resolve customer issues and requests within SLAs
• Incident Management for major incidents, assisting in returning service to users as quickly as possible
• Assisting with commonly used applications such as Microsoft Office 365
• Manage user security groups and computers through Active Directory
• Deploy software packages through SCCM & Intune
• Maximise Event Management tools and alerts to react and proactively fix IT issues across the OSI layers
• Maintain and update internal and customer facing knowledge bases
• Maintain and develop existing IT systems in compliance with force policy
• Provide timely accurate information and updates to users
• Ensure service level agreements and key performance indicators are upheld
• Work in partnership with outside organisations including planning, organising activities and resources to meet objectives, fix incidents and solve problem records.
• Research possible solutions in user guides, technical manuals and other documents
• Use and maintain ticketing system (Oracle Service Cloud) recording progress, calls received, actions taken and problems detected
• Reports on commonly occurring queries to detect underlying root causes
• Participate in Major Incident and Problem Management meetings

Experience

• Desktop Windows O/S (Build, deploy, support and maintain)
• Proficient with Microsoft products such as O365
• MS-App V technologies
• Azure Virtual Desktop
• Intune
• Voice over IP technologies
• Knowledge of DHCP, TCP/IP, and DNS
• Supporting Android mobile phones
• Service Desk operations and processes
• ITIL Service Operations life cycle, in particular Problem, Request and Incident management procedures
• Strong customer service skills, preferably in a high-volume support environment.

Requirements

• Degree in Information Technology or Computer Science (or an additional years of relevant experience).
• At least two years of IT and desktop support experience.
• Preferred certifications: A+, Network+, MCP, MCSA, CCNA, ITIL
• Knowledge of DHCP, TCP/IP, and DNS
• Experience with Active Directory management

Selection Process

The selection process for this role will consist of the following elements:

• Initial application
• Shortlisting
• Assessment day will include a Technical test and only successful candidates will attend an interview on the same day.

Important Information

Closing Date

Thursday 17th September 2026 at 23:55 hours

Interview Dates

TBC

Vetting

Successful applicants will be required to pass Management Vetting and Counter Terrorism scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role will be dependent upon you successfully passing medical checks, which may include a drug and hearing test.

Hours/Location

This is a full-time position working between core hours of 08:00 to 16:00, Monday to Friday on-site.

Contact

For further information email: careers:@westmidlands.police.uk