1st Line Support Engineer - Local Authority - London

This is a fantastic opportunity for an experienced 1st Line Support Engineer to join a local authority in London.

Client Details

My client is migrating from on-premise Microsoft Exchange to M365 and require 1st Line Support Engineers to support their users during the go-live period.

Description

The successful 1st Line Support Engineer will:

• Monitor incoming queues on the IT service desk system perform initial triage of all calls and assign to correct team
• Take ownership of and resolve calls assigned via 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 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.
• Work proactively and flexibly to make a positive contribution to the delivery of the service.
• 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.
• Carry out duties with due regard to the Council's Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures.
• Undertake any other duties commensurate with the general level of responsibility of this post.

Profile

Required skills:

• Able to diagnose and resolve practical problems.
• Able to prioritise a workload and focus on necessary tasks.
• Able to adapt quickly to new developments in software and hardware.
• Resourceful - able to fully utilise available tools to affect an efficient resolution to a problem.
• Able to communicate clearly and effectively with staff at all levels in the organisation both verbally and in writing.
• Able to manage and work on projects to tight deadlines and budgets.
• Able to train technical and non-technical personnel.
• Able to effectively liaise with 3rd party organisations to resolve technical issues.
• Able to work in a team that delivers a range of high availability services.
• Ability to work with a diverse range of customers with widely varying requirements and priorities.
• Able to identify, produce, and follow technical and non-technical processes and procedures

Job Offer

25 - 29 per hour dependent on experience

This role is inside scope of IR35