Workplace IT Engineer - 2nd Line Support Contract Position - West London Local Authority Role Overview We 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 London
Contract Type: Full-time, Monday to Friday (37 hours per week)
Duration: Initial contract with view to permanent for the right candidate
Salary: 225 per day (Umbrella) PAYE options available
Transport: Company pool vehicles available for site visits
Key Responsibilities 2nd 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 Requirements Technical 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 Steps This 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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Workplace IT Engineer - 2nd Line Support