West Midlands Police
Tier 2 Technical Support Analyst
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IT Support Professional - Tier 2
We are looking for a dynamic and motivated IT professional to join our Tier 2 support team in Birmingham. This role is perfect for someone who is team-oriented, thrives in a fast-paced setting and is technically ambitious.
Role Overview
Working as part of the IT&D Tier 2 Support team you will provide IT remote support using methodical thinking, analytical skills and broad technical skills. Post-holders will be expected to undertake 2nd line incident, request and problem management activities, including supporting application users, responding to queries and requests, troubleshooting, root cause analysis, analyse and resolve application problems, and minimise errors and downtime.
You will also be a primary point of contact between 3rd party suppliers and internal users.
Key Responsibilities
In this role you are expected to manage and maintain legacy server infrastructure, focusing on Windows Server 2012 through to 2026 platforms. You should have knowledge of Windows 10 & 11, Office 365 Suite, Microsoft Azure, AWS, AVD, Intune and networking technologies, as well as knowledge on imaging software to rebuild laptops and desktop devices. You will manage technical support for financial systems, their SQL environment(s) and related customisations and integrations, oversee running of regular systems routines such as daily / month / year end processing.
Additionally, experience of working with both PC platforms and using SCCM would be an advantage.
In the role you will be responsible for:
- Providing desk-side and remote support to resolve customer issues and requests within SLAs
- Incident Management for major incidents, assisting in returning service to users as quickly as possible
- Assisting with commonly used applications such as Microsoft Office 365
- Manage user security groups and computers through Active Directory
- Deploy software packages through SCCM & Intune
- Maximise Event Management tools and alerts to react and proactively fix IT issues across the OSI layers
- Maintain and update internal and customer facing knowledge bases
- Maintain and develop existing IT systems in compliance with force policy
- Provide timely accurate information and updates to users
- Ensure service level agreements and key performance indicators are upheld
- Work in partnership with outside organisations including planning, organising activities and resources to meet objectives, fix incidents and solve problem records.
- Research possible solutions in user guides, technical manuals and other documents
- Use and maintain ticketing system (Oracle Service Cloud) recording progress, calls received, actions taken and problems detected
- Reports on commonly occurring queries to detect underlying root causes
- Participate in Major Incident and Problem Management meetings
Experience Required
- Desktop Windows O/S (Build, deploy, support and maintain)
- Proficient with Microsoft products such as O365
- MS-App V technologies
- Azure Virtual Desktop
- Intune
- Voice over IP technologies
- Knowledge of DHCP, TCP/IP, and DNS
- Supporting Android mobile phones
- Service Desk operations and processes
- ITIL Service Operations life cycle, in particular Problem, Request and Incident management procedures
- Strong customer service skills, preferably in a high-volume support environment.
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Qualifications and Skills
- Degree in Information Technology or Computer Science (or an additional years of relevant experience).
- At least two years of IT and desktop support experience.
- Preferred certifications: A+, Network+, MCP, MCSA, CCNA, ITIL
- Knowledge of DHCP, TCP/IP, and DNS
- Experience with Active Directory management
Selection Process
The selection process for this role will consist of the following elements:
- Initial application
- Shortlisting
- Assessment day will include a Technical test and only successful candidates will attend an interview on the same day.
Benefit Statement
By choosing to join West Midlands Police you will receive an enhanced benefits package including:
- Fair remuneration with progression opportunities and access to a very competitive pension scheme.
- Enhanced annual leave in addition to public holiday entitlements.
- Discounts across travel, parking, daily costs of living and leisure activities.
- A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.
Important Information
- Closing Date: Thursday 17th September 2026 at 23:55 hours
- Interview Dates: TBC
- Vetting: Successful applicants will be required to pass Management Vetting and Counter Terrorism scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
- Medical: Appointment to this role will be dependent upon you successfully passing medical checks, which may include a drug and hearing test.
- Hours/Location: This is a full-time position working between core hours of 08:00 to 16:00, Monday to Friday on-site.
- Contact: For further information email: careers:@westmidlands.police.uk
West Midlands Police Commitment
West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.
Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities
About West Midlands Police
West Midlands Police is the second-largest police force in England, serving more than 2.9 million people across Birmingham, Coventry, Wolverhampton, Dudley, Sandwell, Solihull and Walsall. Every day, our people work together to keep our communities safe, protect vulnerable people, prevent crime and bring offenders to justice.
We answer more than 2,000 emergency calls every day and provide policing 24 hours a day, 365 days a year. Whether responding to emergencies, supporting victims, investigating crime or working behind the scenes, every role plays a vital part in delivering an outstanding service to the public.
We're proud of the progress we've made in reducing crime, improving emergency response times and increasing arrest rates. These achievements are only possible because of the dedication, professionalism and expertise of our officers, staff and volunteers. As we continue to transform the way we police, we're looking for talented people who are committed to making a real difference.
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Why Join West Midlands Police?
A career with West Midlands Police is about more than a job, it's an opportunity to have a meaningful impact on the lives of millions of people. Whatever your role, you'll contribute to keeping our communities safe while developing your own skills and career.
When you join us, you'll benefit from:
- Meaningful work that makes a difference every day.
- A diverse range of career opportunities across policing and professional support services.
- High-quality training, development and opportunities to progress.
- A supportive and inclusive working environment where everyone is encouraged to achieve their potential.
- Competitive pay, generous annual leave, excellent pension arrangements and a wide range of employee benefits.
- The opportunity to work alongside dedicated colleagues who share a common purpose.
Our Commitment to Inclusion
We believe that a diverse workforce helps us better understand and serve the communities we protect. We are committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.
As a Disability Confident Leader, the highest level of the Government's Disability Confident scheme, we are committed to removing barriers to employment and supporting disabled applicants and employees throughout their careers. Through our Disability Confident Interview Scheme, applicants who declare a disability and meet the essential criteria for a role will normally be offered an interview, subject to the scheme's terms and any recruitment constraints.
Our Diversity and Inclusion Vision is to maximise the potential of people from all backgrounds through a culture of fairness, respect and inclusion, enabling us to deliver the best possible service to our communities.
Professional Standards
Working in policing is a position of trust. Our officers and staff are expected to demonstrate the highest standards of integrity, professionalism and accountability. Successful applicants will be subject to appropriate vetting and are expected to uphold the ethical standards and responsibilities that come with serving the public.
Recruitment and the Use of AI
We recognise that many candidates use AI tools to support activities such as proofreading and improving the presentation of written applications. This is acceptable, provided the content you submit accurately reflects your own knowledge, skills and experience.
Applications must be your own work. Any evidence of plagiarism, false or misleading information, or the inappropriate use of AI during assessments or selection activities where it is not permitted may result in your application being rejected.
Benefits
We know that supporting our people is essential to delivering the best service to our communities. That's why we offer a comprehensive range of employee benefits, wellbeing support and development opportunities to help you thrive throughout your career.
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