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Support Engineer

  • Job reference: DEIT423
  • Location: Suffolk
  • Job type: Temporary
  • Area of Expertise: Support/Helpdesk
Job description: My client, a local authority in Suffolk, is looking for a Support Engineer to work on an initial 7 month contract basis covering for a maternity leaver.

The successful candidate will ideally hold an ICT qualification; however, a comprehensive knowledge with proven work experience of supporting desktop PCs in a customer service environment is essential.

You would be working within a small team supporting 600 plus strategic customers and services. The customer base includes county and district Councillors, Chief Executive Officers, Directors, Assistant Directors, Heads of Service, Blackberry handheld device users, external contractors, DDA plus other non-standard customers/services.

The team operate a 30 minute response SLA for all non-urgent incident/service requests and two stage closure of all non-standard incidents.

Due to the profile of many of our customers, excellent communication and customer service skills are essential to work within this team. You will be required to represent the service at full council surgeries, one to one coaching, and often providing support to high profile customers at presentations as well as one to one.

A flexible working approach is required as you may need to stay to complete a piece of work.


The successful candidate should meet the below criteria;


Qualifications and Professional memberships

1.Relevant qualification at graduate level or NVQ4 or equivalent knowledge and experience


Specialist knowledge skills and experience

2. Demonstrable experience in a specialist / technical environment
3. Demonstrable experience in the use of specialist tools and techniques
4. Experience of an advisory role
5. Knowledge of standards associated with specialist / technical area
6. Knowledge and understanding of relevant procedures, legislation and legal requirements
7. Ability to undertake analysis - e.g. cost benefit analysis, risk analysis and facilitate implementation of customer requirements
8. Knowledge and understanding of customer service
9. Ability to communicate both verbally and in writing professional, technical and complex information with a range of audiences at an appropriate level to customer understanding
10. Ability to prepare documents that detail the specification of unique customer requirements
11. Able to work in a variety of forums
12. Advisory and guidance skills to persuade others to adopt/follow policies, procedures and processes
13. Negotiation skills to agree business requirements with customers and/or persuade managers to take a course of action they may not choose to take.


In the first instance, please send me your CV to be considered or alternatively, please contact Daniel Eccles on 01772 208958 for more information.

If this role isn't for you, we do also offer a referral bonus of £250 for every new candidate you refer to us that we place in a position for more than 13 weeks. That's £250 just for forwarding a job advert to a friend!