Service & Support Engineer in Norwich

Norwich Full-Time On-site

Apply Now

To provide high level technical support for business systems, specialising in end-user devices including responding to system faults, service requests, monitoring, diagnostics, troubleshooting and carrying out proactive maintenance/investigative work across the council.

To carry out technical discovery and development, routine/operational work and interface support to ensure business systems are performing effectively and efficiently, optimised to deliver the required performance.

To support the Service and Support Analysts

To contribute to the delivery of an effective and customer focused IT service across the council.

Key corporate accountabilities

Work collaboratively with colleagues to deliver the Corporate Plan, service plan and Covid-19 recovery plan
Take a collaborative approach to delivering IT support across the Council to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing of knowledge and experience across the council
Contribute to the development of Council’s IT strategies and policies to deliver strategic aims and objectives across all service areas
To work on cross cutting corporate issues/projects as required
To work collaboratively with colleagues across the council to promote a culture of continuous improvement and good governance
To promote an open and supportive culture which maximises the potential of employees across the council and encourages inclusivity, innovation and high performance

General requirements

All employees will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested
Duties and responsibilities must be carried out in accordance with relevant Council policies and procedures, within legislation and any code of professional ethics of relevant professional body
All employees are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post
To give due regard to the requirements of the Public Sector Equality Duty when delivering services
To demonstrate and positively reinforce our commitment to safeguarding and promoting the welfare of children and adults at risk
To work within the Council’s competency framework and to adhere to the Code of Conduct, the Council’s Constitution and procurement rules

Key service-related accountabilities

Lead on work priorities/objectives set by the Service and Support Lead and develop work plans to deliver those objectives and to support organisational service delivery ensuring the council has a digitally/technology enabled workforce
To architect and provide detailed desktop solutions across all end-user devices, lead on the desktop operating system upgrades and deployments and their associated business systems
Provide technical/interface support to the end-user systems/equipment used by the council including carrying out detailed technical investigations and analysis to resolve incidents and restore services, working closely with business leads, suppliers and colleagues
To be an end-user device systems engineer expert and to be aware of emerging technologies and practice and how these might be utilised within the council and on council projects
Ensuring all incidents and service requests are appropriately logged, prioritised and progressed efficiently and effectively to enable business systems to perform
Responding, managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA’s
Responding to service requests as allocated by the Service and Support Lead
Carrying out proactive maintenance work as identified and programmed. Ensure the end user devices are identified and supported with the latest patches and software
Provide support and assistance to colleagues to enable them to develop operational/technical skills to carry out their roles
Deliver technical first and second line support, advising of risks, making recommendations and supporting the proactive maintenance of the IT systems/equipment in order to maximise performance as well as ensuring the security of the systems and networks
Collaborate and support the wider team to ensure systems/equipment are operational and that users are kept up to date with any fault resolution
Train and support Service and Support analysts
Proactively ensure all agreed business critical systems are prioritised and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested
Provide management information and statistics as required
Maintain the end user device asset registers and carry out asset moves as required
Ensure all changes to end user device hardware and software are tested with the associated change records maintained
Use the management tools to ensure devices are managed, encrypted, free from malware as required
Perform network patching as per guidance from Network Engineers
Produce/maintain documentation for all technical work undertaken including writing operational technical procedures as required
Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner
Look for opportunities to bring in income streams into the Council and horizon scanning for digital opportunities and efficiency savings across the organisation
Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post
Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met
Support the development and delivery of the Council’s IT strategy
Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements

Essential

Knowledge of ITIL and service management in an IT and business change environment
Experience of administering Enterprise systems
Excellent working knowledge of IT technical requirements on corporate systems
Detailed knowledge about end user device operating systems, virtualisation, network switches, corporate desktop applications etc
Experience of working as a service and support engineer across a range of technologies
Excellent knowledge of IT systems such as Windows operating systems, mobile device operating systems, encryption tools, anti-virus, group policy, Active Directory, Patch Management, Gold Build Imaging & App installations and operational procedures
Experience of responding to reactive and planned service and support engineering work
Experience of diagnosing system issues and problem resolution
Demonstrable experience of relevant IT practices and methodologies
Experience of working in a service and support role in a similar organisation with business critical systems/equipment
Demonstrable understanding of network, system and information security requirements and compliance
Experience of building relationships with suppliers/contractors
Experience of working on complex projects and of project management methods and tools
Experience of managing contracts and liaising with 3rd party vendors
Experience of cross functional team/matrix working and an ability to deliver corporate/team objectives and messages successfully across a diverse range of services with internal and external stakeholders
Experience of providing professional advice as required to a varied audience
Able to demonstrate good commercial awareness with examples of maximising financial opportunities/efficiencies and funding streams
Knowledge and understanding of the challenges facing local government and the wider public sector
Experience of working within a risk management/procurement framework
Experience of driving through change, development and transformation
Possess a clear understanding of the relevance of strong governance, financial and performance regimes
An understanding of fairness, equality and diversity in service delivery

Essential

Relevant professional/technical qualification or equivalent training and experience in a similar environment
Project management training
Evidence of continuing professional and personal development

#J-18808-Ljbffr