Service & Support Engineer

Lead on work priorities/objectives set by the Service and Support Lead and develop work plans to deliver those objectives and to support organisational service delivery ensuring the council has a digitally/technology enabled workforceTo architect and provide detailed desktop solutions across all end-user devices, lead on the desktop operating system upgrades and deployments and their associated business systemsProvide technical/interface support to the end-user systems/equipment used by the council including carrying out detailed technical investigations and analysis to resolve incidents and restore services, working closely with business leads, suppliers and colleaguesTo be an end-user device systems engineer expert and to be aware of emerging technologies and practice and how these might be utilised within the council and on council projectsEnsuring all incidents and service requests are appropriately logged, prioritised and progressed efficiently and effectively to enable business systems to performResponding, managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA'sResponding to service requests as allocated by the Service and Support LeadCarrying out proactive maintenance work as identified and programmed. Ensure the end user devices are identified and supported with the latest patches and softwareProvide support and assistance to colleagues to enable them to develop operational/technical skills to carry out their rolesDeliver technical first and second line support, advising of risks, making recommendations and supporting the proactive maintenance of the IT systems/equipment in order to maximise performance as well as ensuring the security of the systems and networksCollaborate and support the wider team to ensure systems/equipment are operational and that users are kept up to date with any fault resolutionTrain and support Service and Support analystsProactively ensure all agreed business critical systems are prioritised and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly testedProvide management information and statistics as requiredMaintain the end user device asset registers and carry out asset moves as required.Ensure all changes to end user device hardware and software are tested with the associated change records maintained.Use the management tools to ensure devices are managed, encrypted, free from malware as requiredPerform network patching as per guidance from Network EngineersProduce/maintain documentation for all technical work undertaken including writing operational technical procedures as requiredIdentify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely mannerLook for opportunities to bring in income streams into the Council and horizon scanning for digital opportunities and efficiency savings across the organisationEnsuring that professional advice is provided to all service areas across the council across the areas covered by this postEnsure the security of the systems meets statutory requirements and that all audit/compliance requirements are metSupport the development and delivery of the Council's IT strategyManage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements.ResponsibilitiesEssential Knowledge of ITIL and service management in an IT and business change environmentExperience of administering Enterprise systemsExcellent working knowledge of IT technical requirements on corporate systemsDetailed knowledge about end user device operating systems, virtualisation, network switches, corporate desktop applications etcExperience of working as a service and support engineer across a range of technologiesExcellent knowledge of IT systems such as Windows operating systems, mobile device operating systems, encryption tools, anti-virus, group policy, Active Directory, Patch Management, Gold Build Imaging & App installations and operational proceduresExperience of responding to reactive and planned service and support engineering workExperience of diagnosing system issues and problem resolutionDemonstrable experience of relevant IT practices and methodologiesExperience of working in a service and support role in a similar organisation with business critical systems/equipmentDemonstrable understanding of network, system and information security requirements and complianceExperience of building relationships with suppliers/contractorsExperience of working on complex projects and of project management methods and toolsExperience of managing contracts and liaising with 3rd party vendorsExperience of cross functional team/matrix working and an ability to deliver corporate/team objectives and messages successfully across a diverse range of services with internal and external stakeholdersExperience of providing professional advice as required to a varied audienceAble to demonstrate good commercial awareness with examples of maximising financial opportunities/efficiencies and funding streamsKnowledge and understanding of the challenges facing local government and the wider public sectorExperience of working within a risk management/procurement frameworkExperience of driving through change, development and transformationPossess a clear understanding of the relevance of strong governance, financial and performance regimesAn understanding of fairness, equality and diversity in service deliverySkills RequiredEssential Ability to make an active contribution to an environment of trust and mutual respect across the serviceAbility to support/deliver projects that cut across organizational boundaries, address corporate issues and deliver improved outcomes for the councilAbility to communicate clearly and confidently with a wide range of stakeholders at all levelsProblem-solving skills are essential. Must be able to handle unexpected situations or difficult challenges. Must be able to accurately assess problems and come up with effective solutionsAble to develop effective working relationships and partnerships and drive consensus in a consistent and courteous wayAbility to identify and respond to emerging opportunities or challenges, adapting approach as requiredAwareness of developing technologies and their applicationAbility to challenge others to innovate and think outside the boxAbility to deliver a high level of customer service and proactively look for ways to improve the customer experienceAbility to network and manage/develop positive internal/external relationships with stakeholdersAbility to persuade and influence others, regardless of their statureExcellent IT skills across the desktop and end user device technologies including the associated group policiesAbility to contribute to effective teams and relationships which are not dependent on hierarchy and line managementAn ability to operate sensitively in a political environmentGood financial and commercial awareness, with excellent analytical skills and a creative approach to problem solvingAbility to "model" appropriate behaviours that encourage a culture of empowerment, initiative and transparency across the CouncilAbility to prioritise and plan to deliver individual and organisational objectivesOccasional weekend and evening work may be requiredEducational RequirementsRelevant professional/technical qualification or equivalent training and experience in a similar environmentProject management trainingEvidence of continuing professional and personal developmentWhy work for usOur council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve.We offer our employees a competitive pay and benefits package. Whether you're looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move - we have a variety of challenging employment opportunities for everybody.Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.Equal Opportunities PolicyThe council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.Benefits . click apply for full job details