2nd Line Support Engineer

We are Ofwat, the Water Services Regulation Authority, a non-ministerial government department responsible for regulating the water sector in England and Wales.

We have an opportunity for a 2nd Line Support Engineer to join our IT Operations Team within Corporate Enablers Directorate.

The water sector is entering a new chapter. The government has set out a bold new direction, bringing together expertise from across the sector to deliver better outcomes for customers and the environment. We are collaborating with fellow regulators to respond to recommendations in The Independent Water Commission Report, the Welsh Governments response to the Green Paper, Shaping the Future of Water Governance in Wales, and the Governments White Paper, A new vision for water.

Ofwat is working with the government and other regulators to help create a new body for England, bringing together our strengths with those of the Drinking Water Inspectorate, the Environment Agency and Natural England. We are also continuing to work with the Welsh Government to support decisions on the future arrangements for Wales.

While these changes take shape, our mission remains the same: to hold water companies to account, drive performance, and ensure the sector delivers real value for customers, communities, and the environment. If youre passionate about making a difference, this is a unique moment to join us and help shape the future of water, and together we can continue to make a positive impact.

You can find out more about why you should join Ofwat, our strategy, values and our framework for success in the attached Information for Candidates Pack.

The 2nd Line Support Engineer will be working for the Head of IT Operations and within the Corporate Enablers Directorate. Our CE directorate is collective of five vital functions that provide support to all teams across Ofwat. Consisting of IT, HR, Finance, Procurement and Facilities, our Corporate Enabler teams help to enable Ofwat to be a high performing, great place to be that is effective, efficient and continually improving. They also ensure that we have the right capabilities, tools and culture to deliver for customers, society and the environment.

This role is responsible for delivering 2nd line IT support, resolving technical issues and service requests related to Microsoft 365, end-user computing, identity services, collaboration tools and business applications. The post holder will support the day-to-day operational management of IT services, providing troubleshooting, root cause analysis and user assistance to ensure a seamless end-user experience. You will contribute to service stability, knowledge sharing and continuous improvement, ensuring IT services are delivered to a high standard and meet organisational requirements.

This role offers the opportunity to utilise technical expertise in Windows environments, endpoint security, and device management as well as working with all other directorates and managing user expectations.

This position plays a key part in fostering a culture of integrity, accountability, and positive impact across the organisation. The 2nd Line Support Engineer role is integral to promoting collaboration, maintaining trust within the team, and working both independently and as part of the wider team to deliver strategic objectives and exemplary IT service.

Key deliverables:

In this role you will be expected to:

• Provide 2nd line technical support for end-user devices, Microsoft 365 services, business applications and collaboration tools, acting as an escalation point for the Service Desk and ensuring a seamless support experience.
• Take ownership of incidents and service requests through to resolution, proactively managing progress, stakeholder communication and adherence to agreed service levels (SLAs).
• Support the administration of Microsoft Intune, including device enrolment, compliance monitoring and application deployment.
• Troubleshoot and resolve issues relating to Windows, iOS, Microsoft 365, identity and access management, printing, and end-user hardware.
• Collaborate with other teams within IT and across Ofwat to resolve technical issues and support effective service delivery.
• Produce and maintain technical documentation, knowledge articles and support procedures to improve service delivery and knowledge sharing.
• Monitor device health, compliance and support trends using available dashboards and reporting tools, escalating risks where appropriate.
• Provide support to colleagues both remotely and in person, delivering a high standard of customer service through face-to-face engagement, Teams and other support channels.

To be successful in this role you will need the below essential attributes, experience, skills and knowledge:

Experience, skills and knowledge

1. Lead criteria 1: Proven experience providing 2nd line IT support within a Microsoft-based environment, including incident resolution, service requests and end-user support.
2. Lead criteria 2: Good knowledge of Microsoft 365 administration and support, including Exchange Online, Teams, OneDrive, SharePoint and Microsoft Intune.
3. Proficiency in Windows 11 administration, troubleshooting and end-user device support.
4. Good problem-solving, communication and customer service skills, with the ability to explain technical issues to non-technical users.
5. Experience supporting device management technologies, including Microsoft Intune, Windows Autopilot, application deployment and MDM, with an understanding of endpoint security, device compliance and cybersecurity best practices.
6. Experience supporting identity and access management solutions, including Microsoft Entra ID and Conditional Access.
7. Experience working within an ITIL-aligned support environment, managing incidents, requests and service levels.

Attributes

8. Committed learner

9. Promotes collaboration

10. Adaptable thinker

Attributes as per Ofwat's Framework for Success for the relevant salary grade. You can read more about Attributes here.