First Line It Support Engineer in England

Positive Employment is currently recruiting for a First Line IT Support Engineer for our client, a government organisation in Wembley, London. The Shared Technology Services is working with two London Boroughs to assist them with their migration of their on-premise version of Microsoft Exchange to Exchange Online (M365). They are setting up a first line support team who can assist the users during the migration process.

Key elements of the work will be:

• Quick response to users who are experiencing difficulties during the deployment of Microsoft Office, ClickToRun.
• Assisting users who are experiencing difficulties when their mailbox is migrated to Exchange Online.
• Assisting users to reconfigure corporate iPhones and iPads when migrated to Exchange Online.
• Accurately and clearly document fixes to technical issues, processes/procedures and update all IT-related records to ensure colleagues can perform their duties using this documentation.

This role is a temporary contract initially for 3 months with the possibility to extend. They will be working on a hybrid basis.

Duties and Responsibilities but not limited to:

• Monitor incoming queues on the IT service desk system, perform initial triage of all calls and assign to the correct team.
• Take ownership of and resolve calls assigned via STS call management system.
• Identify problems, log problem records and communicate appropriately.
• Provide on-site support at Brent Civic Centre.
• Work on complex technical projects implementing changes to Shared Technology Services infrastructure.
• Be part of virtual teams working on this assignment.
• Provide cover for colleagues in other teams as and when required.
• Provide cover and/or work on projects outside normal working hours (08:00 to 18:00) and on occasion at weekends.
• Accurately and clearly document fixes to technical issues and update the IT knowledge base, enabling their colleagues to quickly resolve any future occurrences of similar issues using this documentation.
• Document adequate information on call resolution to enable the further analysis of calls handled by Shared Technology Services but also to ensure the customer receives quality feedback in relation to their call.
• Responsible for ensuring that any changes they are involved in are logged and have complete and accurate information; this may require further investigation and/or liaising with customers and colleagues to establish.
• Ensure changes are adequately authorised and appropriately communicated to all stakeholders.
• Ensure all IT records are kept up to date to maintain accurate asset registers for the shared service and comply with license agreements.
• Understand the value of information to the council and contribute to good information governance by keeping information safe, accurate and up to date and available to those who need it, as well as advising all council staff on how to do the same.

Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and wellbeing of children and vulnerable adults.

Personal Requirements:

• Knowledge of the IT Infrastructure Library (ITIL) framework.
• First line support of Microsoft Office products and Office 365 including Exchange Online, Teams etc.
• First line of MS Teams Client, Outlook Client and OWA.
• First line support of iPhone and iPads in a corporate environment using Microsoft Intune.
• First line support for client PCs in a corporate environment (physical and virtual).
• Experience with deploying client software and updates to corporate PCs using SCCM.
• Management and administration of Active Directory and AD policies.
• PC/laptop management and maintenance.
• Knowledge of working with corporate networks.
• Knowledge of configuring devices for corporate wifi services.

Working Hours: 37 hrs / 9:00am - 17:00pm / Monday - Friday

Pay: £***** per hr

Please note this role is within its scope of IR35.