Support Officer (2nd Line) - Ref: RT15721
Salary: G6 £23,541 - £27,741 per annum
Contract: Permanent
Hours: 37 per week covering shift patterns between 7.45am and 5.30pm

Are you a good problem solver and communicator?

Can you ask the right questions so as to resolve end user ICT problems quickly and successfully?

Do you have the desire and commitment to work in a busy ICT Service Desk environment?

We have a permanent vacancy for a 2nd Line Support Officer within the ICT Customer Services Team.  The 2nd Line Support Team are part of the Customer Services team providing IT support to Council employees throughout the borough which requires them to visit external sites such as Libraries, Childrens Centres and Active Living Centres to troubleshoot and fix hardware and software issues.  A council van is provided for this purpose.

The 2nd Line Support team sometimes take front line calls during peak periods but more often than not they are responsible for more complex and time consuming incidents not resolved by the 1st Line Support Team. The 2nd Line Support Team are responsible for resolving technical incidents and for escalating or passing incidents to other teams within ICT or third party external suppliers.

The 2nd Line Support Team also provide a configuration and installation services to our customers which may require travel to external sites around the borough of Walsall.

The 2nd Line Support Team are expected to resolve 90% of incidents passed to them by using their own knowledge and liaising with 3rd line teams.

The role is varied – each day has different challenges; the council has a wide range of technology in place and has IT users with many different requirements.

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check.  BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities.  A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.

View Job description and employee specification 

View Information for applicants 

Closing date: Sunday 13th February 2022.

Interviews will be held remotely using Microsoft Teams. Interview dates to be confirmed.