Norwich City Council
Service & Support Engineer
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Job Description
Key Corporate Accountabilities
- Work collaboratively with colleagues to deliver the Corporate Plan, service plan, and Covid-19 recovery plan.
- Take a collaborative approach to delivering IT support across the Council to deliver positive outcomes beyond traditional service boundaries where required and directed by encouraging the sharing of knowledge and experience across the council.
- Contribute to the development of Council’s IT strategies and policies to deliver strategic aims and objectives across all service areas.
- Work on cross-cutting corporate issues/projects as required.
- Work collaboratively with colleagues across the council to promote a culture of continuous improvement and good governance.
- Promote an open and supportive culture which maximizes the potential of employees across the council and encourages inclusivity, innovation, and high performance.
General Requirements
- All employees will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested.
- Duties and responsibilities must be carried out in accordance with relevant Council policies and procedures, within legislation, and any code of professional ethics of relevant professional body.
- All employees are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards, and to participate in personal learning and development necessary to the post.
- To give due regard to the requirements of the Public Sector Equality Duty when delivering services.
- To demonstrate and positively reinforce our commitment to safeguarding and promoting the welfare of children and adults at risk.
- To work within the Council’s competency framework and to adhere to the Code of Conduct, the Council’s Constitution, and procurement rules.
Responsibilities
Key Service-Related Accountabilities
- Lead on work priorities/objectives set by the Service and Support Lead and develop work plans to deliver those objectives and to support organizational service delivery ensuring the council has a digitally/technology-enabled workforce.
- Architect and provide detailed desktop solutions across all end-user devices, lead on the desktop operating system upgrades and deployments, and their associated business systems.
- Provide 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 colleagues.
- Be an end-user device systems engineer expert and be aware of emerging technologies and practices and how these might be utilized within the council and on council projects.
- Ensure all incidents and service requests are appropriately logged, prioritized, and progressed efficiently and effectively to enable business systems to perform.
- Respond, manage, and resolve faults as they occur, liaising with 3rd party vendors, and adhering to agreed SLA’s.
- Respond to service requests as allocated by the Service and Support Lead.
- Carry out proactive maintenance work as identified and programmed. Ensure the end-user devices are identified and supported with the latest patches and software.
- Provide support and assistance to colleagues to enable them to develop operational/technical skills to carry out their roles.
- Deliver technical first and second line support, advising of risks, making recommendations, and supporting the proactive maintenance of the IT systems/equipment in order to maximize performance as well as ensuring the security of the systems and networks.
- Collaborate and support the wider team to ensure systems/equipment are operational and that users are kept up to date with any fault resolution.
- Train and support Service and Support analysts.
- Proactively ensure all agreed business critical systems are prioritized and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested.
- Provide management information and statistics as required.
- Maintain 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 required.
- Perform network patching as per guidance from Network Engineers.
- Produce/maintain documentation for all technical work undertaken including writing operational technical procedures as required.
- Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner.
- Look for opportunities to bring in income streams into the Council and horizon scanning for digital opportunities and efficiency savings across the organisation.
- Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post.
- Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met.
- Support the development and delivery of the Council’s IT strategy.
- Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements.
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Essential
Skills Required
- Knowledge of ITIL and service management in an IT and business change environment.
- Experience of administering Enterprise systems.
- Excellent working knowledge of IT technical requirements on corporate systems.
- Detailed knowledge about end-user device operating systems, virtualization, network switches, corporate desktop applications, etc.
- Experience of working as a service and support engineer across a range of technologies.
- Excellent 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 procedures.
- Experience of responding to reactive and planned service and support engineering work.
- Experience of diagnosing system issues and problem resolution.
- Demonstrable experience of relevant IT practices and methodologies.
- Experience of working in a service and support role in a similar organization with business-critical systems/equipment.
- Demonstrable understanding of network, system, and information security requirements and compliance.
- Experience of building relationships with suppliers/contractors.
- Experience of working on complex projects and of project management methods and tools.
- Experience of managing contracts and liaising with 3rd party vendors.
- Experience 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 stakeholders.
- Experience of providing professional advice as required to a varied audience.
- Able to demonstrate good commercial awareness with examples of maximising financial opportunities/efficiencies and funding streams.
- Knowledge and understanding of the challenges facing local government and the wider public sector.
- Experience of working within a risk management/procurement framework.
- Experience of driving through change, development, and transformation.
- Possess a clear understanding of the relevance of strong governance, financial, and performance regimes.
- An understanding of fairness, equality, and diversity in service delivery.
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Educational Requirements
- Relevant professional/technical qualification or equivalent training and experience in a similar environment.
- Project management training.
- Evidence of continuing professional and personal development.
Why Work for Us
Our 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.
To find out more about working and living in Norwich Home | Work in Norwich.
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, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK
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 Policy
The 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
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. 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.
- All employees are eligible to join the Local Government Pension Scheme (LGPS).
- Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees.
- In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
- Norwich City Council supports its employees through the provision of occupational health and employee assistance support.
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