Service Engineer - West Midlands Fire Service

Birmingham Permanent £31,099 - £32,909 per year
  • Wonderful opportunity to make a real social impact
  • Hybrid, salary up to £32,909, Excellent pension, benefits

About Our Client

About Us

West Midlands Fire Service (WMFS) serves a population of nearly three million people across seven local authority areas, and is rated outstanding in its overall effectiveness by His Majesty's Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS). We also achieved first place in the UK Top 50 Most Inclusive Employers in 2022/2023.

We operate 38 fire stations across the West Midlands, with 1,164 firefighters working to make the conurbation safer, stronger and healthier.

But there's a lot more to WMFS than putting out fires. From the risk-based locations of our stations and how we're governed, to Our Plan and Community Risk Management Plans - everything is connected.

About Digital and Data

Our Digital and Data team is the technological heartbeat of WMFS, focused on providing intelligent services to our communities through our digitally-empowered workforce.

Four teams are based at our Birmingham headquarters:

  • Infrastructure
  • Mobilising
  • Service Support
  • Software Development

These teams provide support 24 hours a day, 365 days a year to all WMFS fire stations and sites.

Office Culture

Our office culture is professional but relaxed. When working at our HQ you'll be in an 'agile' open plan office, where hot desks are available to book. You could find yourself working with a variety of colleagues from across the service, including operational and other support staff. The service has a 'hybrid' working policy, and you will be expected to be 'in office' for at least three days of your working week.

All this has helped WMFS to secure its reputation as one of the leading employers in the West Midlands.

Job Description

Service Management

  • Ensure that customer contacts are handled in accordance with Incident Management, Major Incident Management & Request Fulfilment procedures.
  • Ensure that a customer driven focus is always maintained by you and your colleagues.
  • Maintain ongoing communication of incident updates to customers.

    Service Operations


  • Provide an excellent second line support service of all end-user devices.
  • Provide fault finding diagnosis, installation and testing of Brigade IT systems & equipment.
  • Carry out routine preventative maintenance as directed.
  • Ensure the security and integrity of Brigade IT systems.
  • Carry out repair and configuration of IT equipment and ancillaries.
  • Assist in the installation of IT systems.
  • Provide support for Audio Visual systems.
  • Prepare and rolling out new hardware using standardised WMFS images
  • Deploying, managing and supporting a large volume of mobile devices on Apple/Android /MS Windows/Apple Mac platforms
  • Carry out changes to PBX as required e.g. Additions, Moves, Other Changes
  • Ensure documentation is kept up to date including problem & request tickets, asset registers, system documentation, user guides & technical manuals.
  • Provide advice, training, mentoring & cross-skilling to team members.
  • Work closely with other Digital & Data teams to enhance IT's performance.zs
  • Liaise with & oversee Contractors / Agency / Short-Term Temporary Staff.
  • To undertake such other duties commensurate with the grade of the post as may be required.
  • Liaising where required with change management.
  • In consultation with the individual, within this role you may be required to participate in an on-call rota to support critical and essential services within the Brigade.

Service Reporting

  • Assist with production of statistics and management reporting.
  • Monitor live services and carry out effective trend analysis to directly feed into Problem Management.
  • Assist with 'real-time' monitoring of ticket workflow queues with timely escalation of potential issues to appropriate team leaders.
  • Assist with demand vs capacity management / planning.

Problem Management

  • Support the service management team in managing the 'Problem Management Register' to allow the Service Delivery Manager to track progress of Problem records through to successful resolution.

Service Focus

  • Contribute to the creation and maintenance of the Service Catalogue.

Service Design

  • Assist with the design and documentation of key services provided by Service Support Team.

The position will require a proactive approach in the continuous improvement of Service Support, understanding new features, products, and services available and how their adoption by the wider organisation can release value and improve user experience. You will be required to maintain an understanding and appreciation of new features, products and services released within the digital space, understanding, and demonstrating the impact and value they can deliver to the organisation, and supporting their release into live services.

The Successful Applicant

Essential Skills:

  • Experience of working in a second line ICT Service Support role for a minimum of 2 years.
  • Able to demonstrate knowledge and experience of working in a support/installation role within a Windows network.
  • Experience of providing second line support in a Windows Desktop environment.
  • A wide-ranging experience of Cloud-based technologies such as Office 365, inTune, MDM etc.
  • Experience of troubleshooting Security related events (Malware etc).
  • Experience of patch management in relation to endpoint.
  • Experience of remotely installing applications using appropriate technologies.
  • Experience of supporting organisation wide ICT systems with and good understanding of understanding of network architectures.
  • Evidence of excellent communication, prioritisation and workload management skills.
  • Evidence of taking a major role in an IT project.
  • Experience of working with third parties.
  • Self-motivated, provide good attention to detail, be reliable, conscientious and possess good interpersonal skills.
  • Ability to work well under pressure.
  • Team player, problem solver.
  • Possess a current driving licence.
  • Attention to detail and use initiative to solve problems.
  • Experience of supporting organisation wide ICT systems with an excellent understating of IP networks.
  • Demonstrate a commitment to personal & team development.
  • Evidence of excellent communication, prioritisation and workload management skills.

What's on Offer


As well as making a real contribution to the safety of our communities and working for a forward-thinking, innovative and inclusive organisation, a career at WMFS offers you so much more!

Along with a competitive salary and the fantastic contributory Local Government Pension Scheme, we offer a wide range of benefits from learning and development opportunities to lifestyle savings and discounts.

We have a Wellbeing Strategy and also offer:

  • flexible/agile working arrangements
  • generous flexi-time scheme
  • free, on-site gym facilities
  • in-house occupational health services, including access to occupational health advisors, fitness advisors, a sports therapist, physiotherapist, CBT therapist and counsellors
  • 24/7 Employee Assistance Programme
  • wellbeing programmes
  • free car parking
  • Sports and Welfare scheme (for a small fee) - access to discounted products and service.

Why join us?

As technology moves forward, so do we and now is a very exciting time for WMFS. Following a restructure, we have a number of new opportunities, with exciting projects and changes on the horizon.

We welcome applications from all eligible candidates. However, as women and black and minority ethnic (BAME) employees are currently under-represented in our management roles, we particularly encourage applications from these groups.

Our recruitment and selection procedures reflect our commitment to safeguarding and promoting the welfare of children, young people, and adults. All staff and volunteers are expected to share this commitment.

Ben McColl
Quote job ref
Phone number
+44 161 829 0480

Job summary

Job function
Service Delivery
Public Sector
Contract type
Consultant name
Ben McColl
Consultant phone
+44 161 829 0480
Job reference