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ICT 2nd Line Support Technician

ICT & Digital Services

Permanent, Full-Time, 37 Hours per week

NS8 £31,022 to £32,597 per annum

Pay Award Pending *

A basic DBS check is required for this role.

We are now recruiting for an ICT 2nd Line Support Technician.

Are you an experienced ICT support professional who enjoys solving technical problems, supporting users, and helping to keep critical systems running smoothly? We're looking for a proactive and customer-focused ICT 2nd Line Support Technician to join our ICT and Digital Services team.

In this role, you will provide second-line technical support across the Council, helping to resolve incidents, maintain ICT infrastructure, and ensure colleagues receive a responsive and reliable service. You'll work across a wide range of technologies, including end-user devices, Microsoft 365, cloud services, networks, telephony, security platforms, audiovisual systems, and servers. You'll also play an important role in cyber security, disaster recovery, ICT projects, and the continual improvement of our digital services.

If you enjoy troubleshooting, working with modern technologies, and delivering excellent customer service, we'd love to hear from you.

Your duties and responsibilities will include, but not be limited to:

• Providing effective 2nd line ICT support, resolving incidents, requests and escalations in line with service standards.
• Installing, configuring, maintaining and supporting ICT hardware, software, applications, endpoints, servers and network services.
• Administering and supporting Microsoft 365, Active Directory, Intune, endpoint security, vulnerability management and related ICT systems.
• Supporting cyber security, disaster recovery, business continuity, IP telephony, contact centre, live streaming and audiovisual services.
• Managing software updates, ICT assets, licensing compliance, technical documentation and knowledge base content.
• Acting as an escalation point for 1st Line Support, providing guidance and mentoring where required.
• Working with suppliers and third parties to resolve faults, support service delivery and maintain accurate records.
• Assisting with ICT projects, upgrades, implementations and service improvements, including out-of-hours support where needed.

The post requires the individual to have regular access to a vehicle to enable travel within and outside the district in support of Council business. Free staff parking is valid until 31 March 2028

Please refer to the person specification and job description for detailed duties and responsibilities.

Who we are looking for:

• Substantial experience working within an ICT support environment.
• Experience diagnosing and resolving hardware, software and endpoint issues.
• Knowledge of Local Area Networks, Wide Area Networks, firewalls, antivirus and backup solutions.
• Experience supporting end users and delivering excellent customer service.
• Knowledge of incident, problem, change, asset and security management practices.
• Good working knowledge of Microsoft operating systems, Microsoft 365, Active Directory, Android and iOS platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to users with varying levels of technical understanding.
• Ability to organise, prioritise and manage competing workloads effectively.
• A willingness to learn, develop and keep up to date with new technologies and industry developments.
• GCSEs (or equivalent) in English and Mathematics, or relevant work experience.

We’re an ambitious, forward-thinking Council with strong values and a culture of doing our absolute best to serve our customers. We are proud of our organisational culture and receive positive feedback from our employees. We have a programme of internal activity to ensure that the voices of our employees are always heard and that they are kept informed on all Council activity and events. From roadshows to an annual award ceremony, from reviewing working arrangements to monthly craft sessions, it is incredibly important our employees are shown how valued they are and that they remain the beating heart of our workplace.

We offer:

• Enrolment in the career average local government pension scheme.
• Flexi scheme.
• Hybrid working.
• A generous annual leave entitlement that increases with service.
• Family-friendly benefits.
• One days’ paid volunteering leave.
• Lifestyle benefits platform.
• Funded health cash plan.
• Free car parking to 31 March 2028.
• £10 a month gym membership at one of our gyms in the district.

You will be working with a professional, committed and experienced team who are passionate about supporting us to deliver the objectives as outlined in our Community Plan.

For an informal chat or more information, please contact Alexander Gamage, Digital Operations Manager on Alexander.Gamage@newark-sherwooddc.gov.uk.

*Pay Award from 1 April 2026 still under negotiation.

As an employer we will promote an inclusive working environment to maintain and develop a forward thinking and diverse workforce.

Veterans/family of forces/ex-forces, those in care/care leavers, and candidates who declare disabilities (as defined by the Equality Act 2010) will be guaranteed interviews provided they have demonstrated that they meet the essential criteria of the post as detailed in the Person Specifications on their application forms.

We will not accept CVs from unsolicited recruitment agencies.

We recommend you submit your application early, as we often receive a large number of applications and therefore we reserve the right to close the advert early

Closing Date: 30th July 2026

Interview: W/C 3rd August 2026