2nd Line Client Experience Engineer

Overview

Are you an aspiring IT professional with a passion for solving problems and improving the way organisations work?

We are on the hunt for dynamic IT Client Experience 2nd Line Engineer to join our busy and energetic team. If you have demonstrable experience providing specialist 2nd line support to IT End-Users, infrastructure, and systems, within a professional support service, we would like to hear from you!

About us

Buckinghamshire Council is a relatively new organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses. We are firmly focused on the future and have made a clear commitment to serve residents better and to provide stronger representation for Buckinghamshire, both locally and nationally.  

About the role

Working within the Client Experience Team you will Deliver specialised work to meet customer requirements and established operational targets, through the effective performance of a range of skilled activities.

The key responsibilities are:

• Contribute proactively to the development, implementation, maintenance and management of IT systems, policies, procedures. Support testing of all IT updates, amendments, developments prior to delivery.
• Provide accurate, specialist IT advice, interpretation and support on procedures, policy, legislation, systems, methods etc. All materials and documents are produced to the required standards and timescales. Accurate and complete records of actions and outcomes are produced. Check documents, information, decisions and / or presentations for quality before delivery.
• Respond to escalated or complex IT customer issues within the area of responsibility, escalating as appropriate. Proactively identify areas of potential concern and recommend options / solutions.
• Contribute to the planning and delivery of IT projects / service initiatives as part of a project team. Project tasks are delivered to agreed specification, timescales, and budgets.
• Monitor and report on service standards within specialist area. Analyse information and identify issues for further review. Take appropriate action to address issues or escalate, as necessary.
• Act in accordance with all policies and procedures which apply to the job and understand the reasons for this.

Any-Desk:

As an ‘any-desk’ worker, you’ll need to be connected to our network to access digital folders and resources, but this can either be from home or an office location when required. You will be required to work from the office a couple of times a week, depending on your role and team requirements.

 

About you

You should be able to demonstrate IT End-Users, Infrastructure and System knowledge with relevant troubleshooting skills, coupled with experience of working in a high performing team.

In addition, excellent communication skills (written & verbal), problem-solving ability, a flexible approach to working hours and an understanding of ITIL will be vital.

Of benefit would be awareness of the strategic direction of the Council in terms of IT, and experience of working within a corporate environment.

Other information

Please see the attached job summary for further information on the job role and person specification.

If you would like to have an informal conversation with the recruiting manager, please contact: Frances Phillips (Client Experience Manager) [email protected] and Neil Knowlton (Hosting Platforms Manager) [email protected]

Advert closing date: 01/07/26.

Interview date: TBC.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

· All unspent cautions and/or unspent convictions

For further information on how long it takes for cautions and convictions cautions to become spent, please refer to our guide on the Rehabilitation of Offenders Act 1974 (updated 2023) | Nacro

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

About the Service Area

ICT comprises of five components – Infrastructure, Applications, Integration, Operations and Commercial Resources. Operating as one team, over 130 staff work together to apply their technical expertise and support 5,500 service users across 150 sites in Buckinghamshire, as well as working closely with strategic partners including the NHS and Bucks Health Trust.

An essential service, ICT acts as a backbone in supporting all teams throughout the council to effectively deliver services to communities and businesses throughout the county, whilst driving forward digital transformation in line with the Council priorities.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/