About the job Our vision at Newcastle-Under-Lyme Borough Council is to make the borough a place where people enjoy good jobs, lively communities, and high-quality services. We’re dedicated to improving the lives of our residents through creative and effective public services. You’ll join our team at a key point in this transformation journey, as we reshape our services, adopt new ways of working and use new and advanced technologies. As a 2nd Line Support Analyst, you will provide technical assistance and troubleshooting for a wide range of the Council’s systems, such as applications, software and hardware. Utilising a strong background in providing 2nd line support for a range of technology systems, including Windows 10/11, Microsoft 365, Active Directory (Entra ID) and Azure You’ll be able to diagnose and resolve complex issues quickly and effectively, using your analytical and problem-solving skills. You will also have excellent communication and interpersonal skills, as you’ll be liaising with users, colleagues and external suppliers This role is a hybrid role, based at our Castle House offices for three days a week and the option to work from home for two days on a flexible basis. If you’re ready for a new opportunity and want to work together to drive the design, delivery and continuous improvement of our ambitious transformation programme, we'd love to hear from you Requirements Experience of a range of ICT mainstream applications Trained in at least one area of desktop, applications, network, servers. Trained to have a good understanding in at least two areas of desktop, applications, network, servers and cloud applications. Management of Microsoft AD, Entra ID and other authentication/user management systems. Please see Person Specification for a full list Why work for us? Newcastle-under-Lyme is a borough with big ambitions. We’ve already started our transformation, however, we still need to find better ways of doing things because we are determined to do the very best we can for our communities. If our vision is to be the best, then we need the best people working for us. Our people are at the heart of what we do and have the freedom to innovate, grow and develop. We recruit people who share our vision and values ; people who have the drive to deliver our ambitious Council plan. Our historic Borough is a place of marked contrasts. We are the home of a world class University at Keele, a leading light known internationally for its research and sustainability record, which stands side by side with former mining communities including some which register amongst the most deprived areas in the country. Our Borough is also a mixture of urban centres, affected by some of the same social issues facing our neighbouring city, Stoke-on-Trent, but also outstanding rural landscapes in our less populated villages. Our plans and priorities aim to address the needs of all our communities. Our People Offer We reward our people with a competitive range of benefits including; access to the local government pension scheme, minimum 24 days annual leave plus 5 extra days after 5 years' service, flexible working options and family friendly policies, local and national high street discounts, free car parking, green travel scheme including cycle to work and electric car salary sacrifice, free employee 24 hour employee assistance and counselling services, flu vaccination service and health checks plus development and training opportunities.