Overview

As a Technical Support Engineer, you can make your own powerful contribution to Westminster's success. In this hands-on role, you will provide responsive and effective 1st and 2nd line technical support to a wide and diverse user base, ensuring high standards of service delivery across the organisation. You will work collaboratively with a skilled and supportive team, helping manage user issues across multiple platforms, including Windows 10/11, Microsoft 365 applications, and Mac OS environments. You will deploy, update, and manage applications using Intune and SCCM, and support Intune and Autopilot provisioning to streamline the device lifecycle.

With strong experience in identity services, you will maintain and troubleshoot Active Directory, Azure Active Directory, Entra, and Group Policy environments. You will apply your knowledge of Microsoft Surface laptops and Mac devices to deliver efficient cross‑platform support.

Your day-to-day responsibilities include performing diagnostic tests, coordinating with 2nd line support to resolve incidents, and carrying out basic hardware repair tasks such as equipment swaps and peripheral replacements. You will install, migrate, and optimise Microsoft Office systems within enterprise IT environments and deliver brief tutorials to users to help them get the most from digital services.

Supporting customer-specific products and systems following training, you will escalate unresolved issues to the appropriate teams and contribute to service improvement through consistent user engagement. You will empower over 3,500 users to deliver frontline services that make a real difference to the community, with a focus on efficiency and service quality.

You will bring hands-on experience with Microsoft Intune and SCCM for deploying and managing applications and devices. Proficiency in managing Active Directory, Group Policy, and Intune environments is essential, along with strong knowledge of Intune and Autopilot for device provisioning and lifecycle automation.

Your background includes delivering high-quality 1st and 2nd line technical support in a fast-paced setting, with solid experience supporting Windows 10/11 and Mac OS platforms. You will be familiar with Microsoft 365 applications, capable of resolving common user issues and performing configuration tasks. You will have working knowledge of identity and access management, including administration of Active Directory, Azure Active Directory, and Entra, and practical skills in supporting Microsoft Surface and Mac devices with basic hardware diagnostics and repairs.

With the ability to install, migrate and optimise Microsoft Office systems, you will provide basic user tutorials to improve engagement with IT tools and services. A customer-focused mindset, effective troubleshooting skills, and the ability to escalate complex issues when needed will be key to success. You should be able to adapt to customer-specific platforms after training and recommend appropriate IT solutions aligned to business needs. Strong time management skills and the ability to deliver mid-duration technical tasks independently will help you meet user needs while contributing to a responsive and high-performing IT support service.

Responsibilities

• Provide responsive 1st and 2nd line technical support to a diverse user base across Windows 10/11, macOS, and Microsoft 365 applications.
• Deploy, update and manage applications using Microsoft Intune and SCCM; support Intune provisioning and Autopilot for device lifecycle management.
• Maintain and troubleshoot identity services, including Active Directory, Azure Active Directory, Entra, and Group Policy.
• Deliver cross‑platform support for Microsoft Surface laptops and Mac devices.
• Perform diagnostic tests, coordinate with 2nd line to resolve incidents, and perform basic hardware repairs (equipment swaps, peripheral replacements).
• Install, migrate and optimise Microsoft Office in enterprise IT environments and provide brief user tutorials to increase tool engagement.
• Escalate unresolved issues to appropriate teams and contribute to service improvements through consistent user engagement.
• Support customer-specific platforms after training and adapt to changing business needs.

Qualifications

• Hands-on experience with Microsoft Intune and SCCM for deploying and managing applications and devices.
• Proficiency in managing Active Directory, Group Policy, and Intune environments; strong knowledge of Autopilot for device provisioning and lifecycle automation.
• Experience delivering high-quality 1st and 2nd line technical support in a fast-paced environment; strong familiarity with Windows 10/11 and macOS; familiarity with Microsoft 365 applications.
• Working knowledge of identity and access management, including administration of Active Directory, Azure Active Directory, and Entra.
• Ability to perform basic hardware diagnostics and repairs on Microsoft Surface and Mac devices.
• Customer-focused mindset, effective troubleshooting skills, and ability to escalate complex issues as needed.
• Strong time management and ability to deliver mid-duration technical tasks independently.

Equal Opportunity and Benefits

Westminster City Council is committed to being an inclusive workplace and an employer of choice. We encourage applications from people of all backgrounds and aim to have a workforce that represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and strive to create a workplace where everyone feels valued and empowered. Westminster is flexible and supports various working patterns as well as Agile working. For more information, see Westminster's equality duties and public health policies.