Workplace IT Engineer - 2nd Line Support - Red Personnel : Job Details

Workplace IT Engineer - 2nd Line Support

Red Personnel

Job Location : West London, UK

Posted on : 11/08/2025 - Valid Till : 08/09/2025

Job Description :
Workplace IT Engineer - 2nd Line SupportContract Position - West London Local AuthorityRole OverviewWe are seeking an experienced Workplace Technology Engineer to provide 2nd line IT support for a progressive West London local authority. This is a fantastic opportunity to join a dynamic Digital Services team, working at the forefront of workplace technology to support over 2,000 staff across multiple locations.Location: Hub-based with travel to local offices across West LondonContract Type: Full-time, Monday to Friday (37 hours per week)Duration: Initial contract with view to permanent for the right candidateSalary: £225 per day (Umbrella) | PAYE options availableTransport: Company pool vehicles available for site visitsKey Responsibilities2nd Line Support Delivery:
  • Resolve complex 1st and 2nd line technical issues at various locations
  • Perform in-depth troubleshooting and backend analysis
  • Handle VIP escalations and manage priority incidents
  • Provide drop-in support and remote assistance via telephony and remote-control functions
Technical Operations:
  • Install, maintain, and decommission IT equipment including cabling from floor to desk and patch panel to switch level
  • Support print services and manage escalations with suppliers (Ricoh)
  • Collaborate with other Digital Services teams to resolve complex user issues
  • Participate in project work and out-of-hours implementations when required
Customer Service Excellence:
  • Act as the primary in-person point of contact between staff and Digital Services
  • Work with customers empathetically to provide high-level service and build confidence
  • Maintain detailed incident logs and provide regular updates within agreed SLAs
  • Represent the Council with awareness of Diversity and Accessibility requirements
Essential RequirementsTechnical Skills:
  • Microsoft 365 experience - Advanced knowledge essential
  • Microsoft Intune operational knowledge - Essential for device management
  • Printer support experience - Including troubleshooting and supplier liaison
  • Windows 10/11 configuration and troubleshooting
  • Network administration and troubleshooting (TCP/IP, WAN/LAN/Wi-Fi)
  • Remote access/VPN technologies
  • MFD operations and basic setup
Experience & Qualifications:
  • Valid UK Driving Licence (Manual or Automatic) - Mandatory
  • Minimum 2-4 years in IT Service Support environment
  • ITIL methodology understanding and exposure to ITIL-based environments
  • Experience liaising with staff at all levels including senior management
  • Proven track record as Workplace Technology/Field Engineer or similar
Personal Attributes:
  • Excellent communication and interpersonal skills
  • Strong problem-solving abilities with a can-do attitude
  • Ability to work independently and take initiative
  • Patience and tact when working with non-technical users
  • Flexibility to work variable hours for project work when needed
Desirable Skills
  • Audio Visual & Video conferencing support knowledge
  • Asset management experience (logistics, stock management, order processing)
  • Exposure to Major Incident management
  • Microsoft certifications
  • Project management experience
  • Experience working in local government or public sector
What We Offer
  • Competitive daily rate with PAYE options
  • Company pool vehicles for site visits
  • Comprehensive training and development opportunities
  • Opportunity to become permanent for the right candidate
  • Modern, supportive working environment
  • Chance to make a real difference in public service delivery
Next StepsThis role offers excellent progression opportunities within a supportive team environment. The successful candidate will have the opportunity to develop their skills while contributing to the digital transformation of local government services.Ready to make a difference? Apply now to join our dynamic Digital Services team.

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