1st Line Service Desk Engineer

Outcomes First Group; Bolton; Hybrid; GBP 24,000 - 25,000; Full time

Job summary

A leading education provider in Bolton is seeking a 1st line IT Service Desk Engineer to provide technical support within various locations. This hybrid role offers £24,375.20 annually and requires excellent communication and customer service skills. Candidates should have 1-2 years of experience in a support role and basic knowledge of IT infrastructure. The position involves troubleshooting IT issues for schools and care homes and maintaining user accounts and permissions. Join our team focused on supporting educational success.

Benefits

Life Assurance

Pension scheme

Mental health support

Paid maternity/paternity leave

Discount options

Electric Car Purchase Scheme

Qualifications

• 1-2 years’ experience in a 1st line support role.
• Basic understanding of Windows server environments.
• Experience troubleshooting hardware and software issues.

Responsibilities

• Provide 1st line support for IT services.
• Log and document incidents accurately.
• Assist users with hardware, software, and network issues.

Skills

Customer service skills

Basic knowledge of IT security and compliance

Ability to troubleshoot basic application issues

Excellent communication skills

Basic understanding of IT infrastructure

Education

Working towards a qualification in IT or related degree

Tools

Active Directory

Microsoft 365

Jamf

Microsoft Intune

Job description

We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.

*You’ll work 80% of your contractual hours for 100% of your pay, giving you more time to do the things that make you happy. 4DWW is subject to successful completion of probation and is not a contractual benefit*

Job Title: 1st line IT Service Desk Engineer

Hours: 37.5 hours per week, Monday to Friday 08:00 - 16:00pm and every 6 weeks Monday to Friday 09:00 - 17:00pm

Location: Bolton (Hybrid)

Salary: £24,375.20 per annum

UK Applicants Only - Sponsorship Not Provided

About Us

At Outcomes First Group, we believe every child can thrive when given the right environment for success. As one of the world’s leading providers in our sector, we deliver exceptional, research-led education tailored to each individual, with smaller class sizes and personalised learning plans. Our vision is to empower every child with a world-class education that nurtures potential and inspires lifelong learning, our mission is to unlock that potential through personalised learning and opportunity, and our promise is simple: we listen, we work together, and we are accountable to one another to make the remarkable happen.

Job Purpose

Provide 1st line support services as part of a team of experienced engineers to assist with the company's progression. Investigate a range of technical issues across all areas of the business, providing fixes, escalating where necessary, and assisting the wider IT teams with their investigations. The key focus will be on supporting services in our large estate of offices, schools, and care homes. Although the role is flexible in relation to location, the post holder will be required to attend our key office in Bolton and be willing to travel to other sites as needed.

Key Accountabilities

• Respond to and resolve incidents and service requests, providing regular updates to the end user.
• Escalate complex issues to the 2nd line support engineers or IT Service Desk Manager as needed.
• Serve as the first point of contact for all IT-related issues and requests.
• Log and document incidents, service requests, and resolutions accurately and in a timely manner.
• Assist users with basic troubleshooting for hardware, software, and network issues.
• Configure and maintain user accounts and permissions.
• Install and set up applications and software on user devices.
• Provide support for printers, both hardware and software.
• Configure devices such as laptops, mobile phones, and tablets.
• Support connectivity and hardware in remote sites.
• Assist in maintaining and updating the knowledge base, sharing knowledge across the service desk and wider IT team.
• Identify, recommend, and amend inefficient work tasks and processes to improve efficiency.

In addition;

• Attend meetings and team events as required.
• Participate in the annual performance review program.
• Work in accordance with all company policies and procedures, especially those relating to Child Protection and Safeguarding, maintaining strict confidentiality appropriate to the role.
• Be familiar with Health and Safety issues related to IT equipment use and report any concerns to the Line Manager.
• Observe the company's Health and Safety policies relating to the working environment and building security, reporting any issues promptly.
• Adhere to Data Protection regulations, maintaining strict confidentiality.
• Promote and practice equal opportunities, working positively towards anti-discriminatory and anti-racist practices.
• Demonstrate a willingness to learn and develop personal skills through ongoing training provided by the company or externally, subject to company approval and agreement with the Line Manager.

Requirements

Technical Skills

• Basic experience with server environments (Windows) (preferred)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (preferred)
• Basic understanding of cloud-based solutions (Microsoft 365) (preferred)
• Basic understanding of virtualization (preferred)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)
• Ability to troubleshoot basic application issues (preferred)
• Basic knowledge of IT security and compliance (preferred)
• Experience in troubleshooting and supporting hardware and software for various devices (preferred)
• Understanding of Jamf and/or Microsoft Intune (preferred)
• 1 to 2 years’ experience in a 1st line support role within a technical support desk or similar environment (preferred).
• Holds or is working towards a professional qualification in IT or a related degree (preferred).
• Basic knowledge of desktop and server platforms (preferred).
• Understanding of ITIL framework (preferred).
• Basic understanding of IT infrastructure and technical diagnostic skills (essential).
• Strong customer service skills (essential).
• Experience in knowledge sharing and creating knowledge base articles (preferred).
• Broad technical knowledge of PCs/peripherals and their architecture (preferred).
• Working knowledge of current software packages and operating systems (essential).
• Experience with service desk products (preferred).
• Attention to detail, ability to follow processes, and take ownership of tasks or issues.
• Excellent communication, organisational, and interpersonal skills.
• Ability to learn, prioritise workload, and meet tight deadlines.
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically.
• Ability to diagnose faults in hardware/software/operating systems.
• Contributes to and supports team collaboration.
• Ability to work well with challenging customers and under pressure.

Experience and Skills

The role will be based at the head office (Bolton). The post holder will be expected to travel to school and office locations in the UK when required.

The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.

Why join Outcomes First Group

About the Group

Outcomes First Group is the largest independent provider of high quality special needs education and care. We are a vital part of local communities in England, Scotland and Wales with a renowned reputation for quality and positive outcomes for the people we educate and care for.
We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.
Our divisional brands include Acorn Education, Options Autism, Blenheim Schools and Momenta Connect.

Our Vision

Empower every child, whatever their ability, with a world-class education that nurtures potential, inspires lifelong learning, and equips them to thrive in a diverse and evolving world.

Our Mission

We commit to unlocking our pupils’ potential through personalised learning, innovation, and opportunity, supporting growth and aspirations.

Our Promise

We Listen. We never assume.

We work together. To make the remarkable happen.

We are accountable. To each other and for one another.

Benefits

Your health and wellbeing are important to us, so you’ll get an exceptional reward package including:

• Life Assurance
• Pension scheme with options to increase your contributions
• "Your Wellbeing Matters" – access to a wide range of first-class mental health support services and physical health checks
• Family Growth Support - inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support.

And a market-leading benefit offering through our Flexible Benefits Platform, Vista, enables you to choose the package that’s right for you, including:

• A wide range of health, wellbeing, and insurance benefits
• 100’s of discount options valid in the UK and abroad
• Cycle to Work Schemes
• Electric Car Purchase Scheme
• Critical illness cover

We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks.

All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS

We are an Equal Opportunities Employer.

Please note: 4DWW is subject to successful completion of your probation period and is not a contractual benefit.

We reserve the right to close the vacancy early if we receive a high volume of suitable applications.

Outcomes First Group is committed to carrying out a fair, thorough and efficient recruitment process in line with Keeping Children Safe in Education. Whilst we aim to keep applicants informed throughout, Outcomes First Group does not accept liability for any loss of earnings or other associated costs incurred by applicants as a result of delays or changes in the compliance process. All stages of the compliance process are subject to necessary safeguarding checks and compliance with statutory requirements, which may affect timescales.