Senior IT Support Engineer

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Job Description

Salary: £44,579
Grade: Level 4, Zone 1
Location: 5 Pancras Square N1C 4AG (post holder in the office 5 days per week)
Contract Type: Permanent
Hours: 36
Closing Date: Monday 25th November 2024; 23:55

About Camden
Camden is changing on the inside to make life better for everyone. Our residents and communities are at the heart of everything we do. We're home to the most important conversations happening today and we're making radical social change a reality, so that nobody gets left behind. Here's where you can help decide a better future for us all.

What You'll Be Doing
As part of our dynamic IT service delivery, you will play a crucial role in our 1st and 2nd line support functions, user provisioning services, and face-to-face IT hub. You will be responsible for investigating, diagnosing, and resolving complex issues related to hardware, software, and connectivity within our estate, handling problems beyond the scope of the IT Service Desk. Additionally, you will support and deliver a pipeline of project work, offering excellent opportunities for development across the service centre. This role requires you to be in the office and ready to hit the ground running from day one. You will play a pivotal role in supporting, guiding and mentoring the support team to help members grow and develop their skills.

We are looking for a self-motivated individual dedicated to providing high-quality, customer-focused service with substantial 2nd line technical experience. As a Senior Engineer, you will assist with the organisation and management of resources to meet the workload and priorities of the 2nd line support team. You will manage the support tickets queue, ensuring all incidents and requests are handled effectively and within agreed service levels. Additionally, you will maintain the service knowledge base, produce performance data, monitor operational metrics, and work with the User Experience & Support Manager and Service Centre Team Leads to analyse data, report trends, and contribute to service improvement action plans.

All About You
The ideal candidate will have a strong technical background and a customer-focused mindset, ready to support the Council's needs. With extensive IT experience, this role requires someone skilled at working across services to enhance the end-user experience and develop an inclusive service. As an escalation point, handling complex issues, collaborating cross-functionally to resolve incidents swiftly, and maintaining high service standards with a solutions-oriented approach will be crucial.

Practical experience in technical support within busy, high-pressure environments, supporting a diverse range of users including executives and VIPs, is essential. The role demands proficiency in managing technical engineers, planning and prioritising workloads, and turning data into actionable insights. Familiarity with security threats and mitigation strategies is important, along with expertise in modern EUC solutions such as Windows 10/11, MS Office 365, and Endpoint Manager. Strong technical, analytical, and interpersonal skills will drive continuous improvement and effective process automation.

This process will involve a three-stage application process.

As part of this process, I would like to emphasise the importance of answering the questions below in your supporting statement. I would like to stress that any applications that haven't answered these questions, WILL NOT be considered for the next stage. We also expect the rest of the usual application to be filled in 'Experience, and the 'Why me' statement as much as you can. We appreciate there is a limited Word count for the supporting statement so please ensure you answer the questions first and then follow up with 'Why me'.

We want to give everyone the same chance to showcase their relevant skills and experience. As mentioned above, please complete a short application via the "Apply" link at the bottom of this page following a set formula in your application statement. It should clearly answer these four prompts, in order, followed by your 'Why me'.

• Describe your leadership style and how it has contributed to the development of your team members
• Describe a time when you led a team through a challenging technical issue in a high-pressure situation
• Describe a time when you collaborated with other departments to achieve a successful outcome on an important IT project

To view the Job Profile, please copy and paste the below URL into your browser:
http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10736177/file/document...

To find out more about what it is like to work at Camden, meet some of our People by visiting 'www.camdenjobs.co.uk/our-stories

Interview process

1. If your application is successful, you will be invited to attend a Phone Interview - this will be a conversation to gauge your suitability for the role. The conversation will be for 15 min and the panel will ask you a couple of questions following on from your written application.

2. 1 hour and 30 minutes Interview with 3 Camden Staff - you will be asked to come in to have a face-to-face interview at one of our Camden sites. The structure of the interview will be broken down into two parts. 1st part will be a technical assessment to gauge suitability from a technical perspective. 2nd part will be a question based on the role and will be broken down into behavioural and technical questions.

3. Offer and feedback - if you're successful at the interview stage, we'll contact you with the details of your job offer, along with some feedback on your performance throughout the process.

4. Onboarding - once your offer is accepted and the start date agreed, we'll make sure there's a plan in place for your first few weeks to make sure you have the information and support needed to ease into your career at Camden.

What We Offer
At Camden, you'll receive a host of benefits. From flexible working to 27 days annual leave (+ bank holidays!). We also know that a work life balance is extremely important so we also offer family leave, loan schemes and access to our incredible staff networks. We also have an incredible pensions scheme.

Visit 'www.camdenjobs.co.uk/staff-benefits' for more details.

Inclusion and Diversity
We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit https://www.camdenjobs.co.uk/inclusion-and-diversity

Anonymised Application - in keeping with Camden's commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

Asking for Adjustments
Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.