1st Line IT Technician

European Electronique; Reading; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

Company pension

Cycle to work scheme

Life insurance

On-site parking

Job summary

European Electronique is a leading UK IT systems integrator delivering secure platforms across education and public sector. UTC Reading staff and students rely on you to provide first line technical support for hardware and software, ensuring services remain available within agreed SLAs and a high standard of user experience.

This full‑time, onsite role at UTC Reading (Crescent Road) runs 08:00–16:30, with benefits including a company pension, cycle to work and life insurance.

Qualifications

• Proficient with Microsoft desktop OS and applications.
• Strong knowledge of Active Directory and Group Policy.
• Familiar with TCP/IP, DNS, DHCP and VLANs.
• Experience using a service desk/call management system and meeting SLAs.
• At least two years’ experience in the education sector.
• Willing to work occasional evenings.

Responsibilities

• Provide first line technical advisory in a Service Desk.
• Remote network monitoring and management for customer environments.
• Record issues in the Service Management System and resolve within SLA.
• Act as interface between schools and European Electronique teams.
• Provide 1st/2nd line support and call logging for schools.
• Escalate incidents requiring third-party services.
• Monitor call queues and ensure timely escalation and resolution.
• Assist Network Manager with additional duties.
• Suggest improvements to practices and performance.
• Maintain EE's library of fixes.

Skills

Windows OS

Active Directory

Group Policy

TCP/IP

DNS

DHCP

VLANs

Call logging

Education sector

Customer service

Job description

European Electronique is a leading UK IT systems Integrator, specialising in the delivery of secure technology platforms including Hybrid IT, Cyber Security and Networking Infrastructure. Our innovative solutions are created in partnership with first class technology vendors and the vision of our customers provides the foundation on which we build. European Electronique specialises in designing and implementing solutions for public sector institutions including, Education, Healthcare and Local Government delivering key public services.

Job Summary -

Contribute to the provision of customer focused, cost effective IT support services, supporting students, teaching and administrative staff at UTC Reading. The applicant will be responsible for maintaining effective service delivery standards and will provide hardware and software support to the IT department in order to ensure a high standard of service to students and staff.

Applicants will have excellent interpersonal, communication and technical skills, together with the ability to work accurately under pressure and independently or as part of a team.

Key Responsibilities -

• To provide a professional first line technical advisory and diagnostic support service to European Electronique customers within a Service Desk environment during the service window.
• To provide a professional and effective first line remote network monitoring and management service to European Electronique customer environment.
• To ensure that all reported technical issues are dealt with professionally and competently and that they are recorded on the Service Management System and are resolved within the customers Service Level Agreement.
• To provide an effective communications interface between the school customers and the various groups within European Electronique.
• Provide 1st/2nd line technical support and call logging services to the school.
• To report and manage any incident that requires the services of a third party organisation.
• To monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed SLA's
• To action any asset change in compliance with the Change Control Procedure
• To complete additional ad hoc project work, as required
• To assist the Network Manager by carrying out reasonable requests for additional duties as and when required.
• To make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.
• To contribute to EE's solution library of fixes to common issues.
• To keep the working area clean & tidy at all times
• Ensure compliance with ISO & Health & Safety policies and procedures

Key Requirements-

• Good working knowledge of Microsoft Desktop Operating Systems and applications is essential.
• Good working knowledge of Active Directory and Group Policy.
• Good understanding of TCP/IP, DNS, DHCP and VLANs.
• Experience of using a call management system and working to SLAs.
• At least two years' experience within the education sector.
• To be prepared at notice to work occasional evenings.
• Interpersonal and Communications Skills
• Excellent verbal and written communication skills.
• Pro-active approach to work.
• Ability to communicate complex technical issues to non-technical staff and pupils.
• Ability to communicate across wide range of ages, experience and abilities.
• Excellent customer relations skills.
• Ability and willingness to share knowledge across the team and with customers to aid learning and proficiency.
• Be able to work, unsupervised, on own initiative.
• Keep abreast of new developments in software and hardware.

Job details -

• Hours - 08:00 to 16:30
• Job Type: Full-time / permanent / onsite (UTC Reading, Crescent Road, Reading, RG1 5RQ)
• Pay: £27,000.00-£28,000.00 per year
• Enhanced DBS check will be required
• Full RTW is required
• Company pension
• Cycle to work scheme
• Life insurance
• On-site parking

Benefits -

• Company pension
• Cycle to work scheme
• Life insurance
• On-site parking

We are an equal opportunities employer and are committed to promoting equality, diversity and inclusion in our workforce. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We are dedicated to creating an inclusive environment where everyone can thrive and will make reasonable adjustments throughout the recruitment process where required.