2nd Line Support Technician - Service Desk Support - Local Authority Experience Required

Summary: The 2nd Line Support Technician role focuses on providing technical support services to ICT end users within a local authority. The position involves collaborating with the ICT Operations Manager and mentoring 1st Line Support Technicians. The technician will deliver advanced support for incidents and requests, ensuring a high-quality experience for all users. Local authority experience is a key requirement for this role.

Key Responsibilities:

• The purpose of the ICT Engineer is to provide technical support services for all ICT end users within the Council via a range of technical and non-technical tools, techniques and maintenance
• Supporting the ICT Operations Manager with technical advice, service planning and other related issues
• Working within the Council ICT team to deliver the best experience for all ICT end-users
• Provide advanced ICT 2nd line support for Incidents and Requests for all Council and some external users
• Provide support and mentoring to ICT Technicians who provide 1st Line Support and triaging of calls

Key Skills:

• Qualifications: NVQ4, HND+, Gen deg, prof qualified (ex degree) or demonstrable relevant competence
• Knowledge: In depth theory and further job knowledge of fundamentals of computer technology, installation and configuration of PCs, laptops and related hardware, and basic networking
• Experience: Substantial period of working in a relevant role or environment
• Use of Advanced Software tools for application support and development
• Theoretical and practical knowledge of the effective application of ICT in organisations
• Expertise: Set up and support extensive computer services requiring understanding of applications, alternative packages, and interfaces with networks
• ServiceNow

Salary (Rate): £28 Per Hour

City: undetermined

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

2nd Line Support Technician - Service Desk Support - Local Authority Experience Required

Responsibilities

• The purpose of the ICT Engineer is to provide technical support services for all ICT end users within the Council via a range of technical and non-technical tools, techniques and maintenance
• Supporting the ICT Operations Manager with technical advice, service planning andother related issues
• Working within the Council ICT team to deliver the best experience for all ICT end-users
• Provide advanced ICT 2nd line support for Incidents and Requests for all Council and some external users
• Provide support and mentoring to ICT Technicians who provide 1st Line Support and triaging of calls

Essential Criteria

• Qualifications: NVQ4, HND+, Gen deg, prof qualified (ex degree) or demonstrable relevant competence
• Knowledge: In depth theory and further job knowledge of fundamentals of computer technology, installation and configuration of PCs, laptops and related hardware, and basic networking
• Experience: Substantial period of working in a relevant role or environment
• Use of Advanced Software tools for application support and development
• Theoretical and practical knowledge of the effective application of ICT in organisations
• Expertise: Set up and support extensive computer services requiring understanding of applications, alternative packages, and interfaces with networks
• ServiceNow