Technical Support Engineer

• Provide technical support, analysing complex incidents, requests, or service issues across various technologies including station mobilising systems and mobile data solutions.

• Ensure incidents and service requests are handled in line with incident and request fulfilment procedures.

• Deploy and manage mobile devices and standardised images across Apple, Android, Windows, and macOS platforms.

• Perform routine preventative maintenance, repair, configure, and install IT equipment and peripherals.

• Liaise with and oversee contractors, agency workers, and temporary staff to ensure professionalism.

• Provide advice, training, mentoring, and cross-skilling to other team members.

We are looking for a customer-focused Technical Support Engineer to join our Digital, Data & Technology ( DDaT ) department and deliver IT support across the brigade, ensuring end-user devices and mobilising systems run smoothly.

Based at our Headquarters, you will handle support requests and escalations, working both on-site and remotely to resolve issues within our agreed SLAs. This hands-on role requires strong problem-solving skills, professionalism, and a commitment to excellent customer service., * Minimum of 2 years’ experience in a second-line ICT Service Support role.

• Strong knowledge and experience in support/installation within a Windows network environment.

• Broad experience with cloud-based technologies such as Office 365, Endpoint, and MDM solutions.

• Experience troubleshooting security-related incidents and patch management for endpoints.

Desirable skills or experience

• ITIL V4 Foundation certification.

• Knowledge of fixed, mobile and hand-portable radio systems, and audio-visual systems.

• Experience of working in a 24/7 organisation or a Fire and Rescue Service.

West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km square and a population of over 2.9 million people.

Our vision is ‘Making the West Midlands safer, stronger and healthier’.

This vision and the strategic goals outlined in ‘Our Strategy’ are what drives the people, professionalism and pride with which we serve our communities.