1st / 2nd Line Support Engineer

Summary:

This is an exciting opportunity to join our client’s national ICT Managed Services team. The job is to provide first and second-line hardware and software support, asset management, general ICT administration and other ICT facility services as a member of a site-based team.

The team’s function will be to provide staff and pupil support for all aspects of the ICT infrastructure, including Servers, Storage, Networking, Wireless, Telephony, Client Devices and Software.

Key Responsibilities:

• Provide professional first and second-line technical advisory, diagnostic and repair support services to academy users within a Service Desk environment, via telephone, web, email and face-to-face during the service window.
• Provide a professional and effective second-line remote network monitoring and management service within an academy environment.
• Where necessary and directed to do so, attend desk-side to resolve support issues and assist with the technical development of the academy’s ICT environment.
• Report and manage any incident that requires the services of a third-party organisation or third-line support team.
• Ensure all problems identified whilst performing Service Desk duties are recorded and updated on the helpdesk system so the user is kept fully up to date with the status of each ongoing incident and problem.
• Ensure that the escalation process is adhered to in all appropriate cases and that the Systems Administrator and where required, the school, are fully updated on the status of all ongoing problems and escalations.
• Action any asset changes in compliance with the Change Management Procedure.
• Provide an effective communications interface between the academy and the various groups within the company.
• Monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed service levels.
• Assist the Network Manager by carrying out reasonable requests for additional duties, as and when required.
• Make recommendations on potential improvements to working practices and performance to improve service levels and overall customer satisfaction.
• Be prepared to work outside of normal working hours at short notice to resolve issues affecting systems availability or to complete project work.
• To complete ad-hoc duties and tasks allocated by line management from time to time.
• To complete additional ad-hoc and scheduled project work, as required.
• Applicants will need to pass an enhanced DBS check.

Key Skills/Experience:

• Good working knowledge of Microsoft Desktop Operating Systems and applications is essential.
• Good working knowledge of Active Directory.
• Good understanding of TCP/IP, DNS, DHCP and VPN’s.

Desirable Criteria:

• CompTia N+ or S+.
• ITIL V4 foundation
• Knowledge of Apple Mac IOS and managing an Apple Mac network environment.