Senior ICT Engineer - Service Desk

As a Senior ICT Engineer you will ensure critical business applications remain reliable, secure and high-performing, helping colleagues deliver essential services to customers. Using your technical expertise, you will monitor systems, resolve issues and support continuous improvement, working across teams and projects to strengthen ICT services, whilst playing a key role in developing others through mentoring and hands-on support.

Your contribution will help drive innovation, maintain high standards and ensure the organisation remains resilient and responsive, while supporting the implementation of future solutions that add value within the business. What you will be doing:

• It will be your responsibility to provide technical advice, support and training to colleagues, ensuring performance objectives are met, colleagues are supported and work is delivered efficiently.
• You will develop innovative solutions to technical challenges, identifying and successfully implementing effective strategies in line with service standards and codes of practice.
• Using your experience and knowledge, you will contribute to the development, implementation and monitoring of policies and procedures, ensuring they remain accurate, relevant and up to date.
• You will interpret the latest legislation, regulations and codes of practice, ensuring they are applied consistently.
• It will be key for you to provide expert advice to customers and partners on complex issues, establishing and maintaining effective customer relationships.
• You will prepare and present clear, accurate reports, highlighting key issues and implications, to support informed decision-making.

Do you have experience in VoIP?, * It is essential you hold a degree in a computer related field, or have demonstrable ICT technical experience, and/or a relevant vendor technical qualification suitable for working in a complex environment.

• You will have experience across key ICT disciplines, including Incident Management, Event Management and Problem Management, along with experience of progressing work activities within professional guidelines and policies.
• We require you to have a good working knowledge of Microsoft M365 suite, SCCM, Intune, Azure, application virtualization using RDS and AVD, and Microsoft imaging technology. Experience of IP telephony being highly beneficial.
• You will have a strong awareness of issues affecting service delivery, alongside solid experience and knowledge of both standard and non-standard software packages.
• You will have experience of motivating and supporting a team, to acheieve organisational objectives and successful technical outcomes.
• Given the nature of the role, you will have excellent communication skills, with the ability to explain technical information clearly to non-technical audiences, both verbally and in writing.

Pulled from the full job description

• Annual leave
• Employee discount, * As part of our benefits package, you will receive generous annual leave (pro rata), employee wellbeing support and you will have access to a range of staff discounts, including eye tests, travel, shopping and leisure activities.

• We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.
• We know our team work best when they have balance in their lives, and we offer genuine flexibility to help them achieve that work/life balance.
• We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
• We trust our team to work in the way which allows them to make the biggest difference, and we continue to invest in technology to help staff do their jobs to the best of their ability and celebrate innovation.

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.

• We’re providing essential services across our internal network to ensure we can fully support our community. We’re positive and forward thinking, always looking for new and innovative ways of working work and we’re ambitious about the future.

We’ve achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference. We’re making a difference, be part of it!