IT Support Engineer London, England
Job description
Starting salary: £36,984 - £ 39,755
Job Level: Level 3 Zone 2
Work Location: 5 Pancras Square, London, N1C 4AG
Hours per week: 36
Contract type: Permanent x2 and Fixed Term 6 Months x1
Closing date: Wednesday May 25th 2023 23:59
Interviews to be held: tbc
Alternative flexible working options available / open to discussion
Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.
About us
Camden is changing on the inside to make life better for everyone. Because we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind.
A key part of our Digital and Data Services division, our Technology Service provides innovative, efficient, and scalable technology solutions that empower our Staff and our Citizens. We are a team of collaborators and knowledge sharers working in an agile, fast-paced environment.
We live in an era of digital transformation, at a time in which technology touches everything we do.
The Role
The IT Service Centre encompasses 1st and 2nd line support functions including the provision of a face to face IT hub. It is a pool of resources which are flexibly managed to ensure the demands of the service are met. The 2nd line support team are responsible for the investigation, diagnosis and effective resolution of more complex issues relating to hardware, software, and connectivity of the desktop estate, usually issues that could not be resolved by the IT Service desk at 1st line.
This is a technical role, working as part of a team of approximately 8, 2nd line engineers, providing support remotely and via field visits to multiple sites across the borough. This role is responsible for handling complex incidents requiring a high level of technical knowledge. You’ll also be involved with project work, prioritising, and working to agreed deadlines and where necessary perform R&D of new hardware, software. Responsible for the physical installation, maintenance, and distribution of all client hardware.
About you
We're looking for an established IT professional, someone driven and self-motivated, able to work as a team or individually, with minimum supervision, committed to delivering consistent, high quality IT support at all times. You will be willing to work collaboratively with external suppliers, service users and colleagues in the wider DDS service, able to build relationships quickly, to understand user and service needs and use that understanding to provide a solution focussed approach, breaking down silos to resolve issues or collaborate innovative ways of working.
You will be able to demonstrate that you pro-actively take ownership and see things through, operating a flexible, ‘can do’ approach to service delivery and a learning mind-set, always seeking to improve yourself, the service, and the user experience. You will have excellent technical and analytical skills, with proven experience implementing techniques of incident and problem management to restore services quickly, including applying any known workarounds.
You will have 1-3 years practical experience of working in a technical support role in a busy, often pressurised, and complex environment, supporting a diverse range of users including executive and VIP level. You will be a team player, eager to listen and learn but also ability to confidently share knowledge and experiences with your colleagues in ‘how to’
You will be proficient in supporting a Windows 10 & MS Office 365 environment as well as
- SharePoint
- Citrix environments
- Active Directory Administration / Group Policy Management
- Use of deployment automation tools, particularly SCCM, Microsoft Intune
- PowerShell scripting experience would be useful
- Remote connection tools
- Client VPN setup and troubleshooting include 2FA, Bit locker, MDM experience
- Networking knowledge including DNS/DHCP/Wireless/Printers/Scanners/AV/VC Kit
To find out more about what it is like to work at Camden, meet some of our People by visiting 'www.camdenjobs.co.uk/our-stories'.
Working for Camden
We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine how we provide IT support at Camden, and we’ll redefine what a career can be.
If that sounds good to you, we’d love to talk.
At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Visit 'www.camdenjobs.co.uk/staff-benefits' to see full details of our benefits.
Additional information
To view the Job Profile, please click HERE or copy and paste the below URL into your browser: http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/9828914/file/document?inline
To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.
Inclusion and Diversity
We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.
To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit 'www.camdenjobs.co.uk/staff-benefits'.
Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at [email protected] or post to 5 Pancras Square, London, N1C 4AG,
