2nd Line IT Service Desk Engineer

Outcomes First Group; Bolton; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Join a forward-thinking organization committed to providing exceptional support services in a hybrid working environment. As a Service Desk Engineer, you will play a pivotal role in troubleshooting and resolving technical issues across multiple sites. This position offers a unique opportunity to work with a dedicated team, enhancing your skills while contributing to a mission-driven company focused on empowering neurodivergent children and young people. With a competitive salary and a commitment to employee wellbeing, this role is perfect for those looking to make a meaningful impact in the education sector.

Benefits

Life Assurance

Pension Scheme

Mental Health Support Services

Enhanced Maternity and Paternity Leave

Electric Car Purchase Scheme

Critical Illness Cover

Discount Options

Qualifications

• 2-4 years in a 1st/2nd line support role required.
• Strong knowledge of desktop and server platforms.
• Experience in troubleshooting hardware/software.

Responsibilities

• Provide 2nd/3rd line support for multiple sites.
• Troubleshoot and resolve incidents and service requests.
• Liaise with IT teams to improve processes.

Skills

Server Environments (Windows)

User Account Management (Active Directory/Microsoft 365/Azure)

Cloud-Based Solutions (Microsoft 365)

Troubleshooting Application Issues

IT Security and Compliance

Technical Diagnostic Skills

Communication Skills

Attention to Detail

Education

Professional Qualification in IT

Related Degree

Tools

Jamf

Microsoft Intune

Cisco Meraki

Smoothwall

VOIP/Telephony Solutions (Uboss)

Job description

Get AI-powered advice on this job and more exclusive features.

This range is provided by Outcomes First Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Outcomes First Group

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*

Location: Bolton Based with hybrid working (Travel to our Bolton office and school sites within the UK when required)

Salary: Up to £28,000 per annum.

Hours: Monday to Friday 08:00-16:00 or 09:00-17:00 (based on the rota)

JOB PURPOSE:

Provide 2nd/3rd line support services as part of a wider team of experienced engineers to assist with the company's progression. The post holder would be responsible for assisting, fixing and maintaining general service requests, incidents and problems for multiple sites across, escalating where necessary and assisting the wider IT Team with investigations and rollouts of new technology. The engineer will be required to provide on-site support across our four Schools based in the South East of England (Norfolk region), with the ability to support additional sites further down the line.

KEY ACCOUNTABILITIES:

• Troubleshoot and resolve incidents, problems, and service requests, providing regular updates to the end user.
• Escalate issues to the 3rd line support or IT Service Desk Manager when necessary.
• Serve as the first point of contact for 1st line support engineers at the point of escalation.
• Own, monitor, and resolve incidents and requests in a timely manner.
• Work closely with the IT Service Desk Manager to define and improve processes and implement Service Improvement Plans.
• Liaise with the Infrastructure team on infrastructure problems, contributing to remediation and/or improvement plans.
• Liaise with the Software and Applications team on application problems, contributing to remediation and/or improvement plans.
• Configure and maintain user permissions on file servers.
• Contribute to building 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.
• Install applications.
• Administer and manage user accounts and permissions.
• Provide support for printers, both hardware and software.
• Configure devices such as laptops, mobile phones, and tablets.
• Support connectivity and hardware in remote sites, conducting remote site diagnostics.
• Support telephone systems and ensure smooth operation.
• Support networking equipment such as routers and switches.

REQUIRMENTS

Technical skills:

• Experience with server environments (Windows) (essential)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (essential)
• Experience with cloud-based solutions (Microsoft 365) (essential)
• Understanding of Jamf and/or Microsoft Intune (essential)
• Ability to troubleshoot application issues and perform scripting (essential)
• Knowledge of IT security and compliance (essential)
• Experience in troubleshooting and supporting hardware and software for various devices (essential)
• Understanding of virtualization (preferred)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)
• Knowledge of network management tools (preferred)
• Experience with VOIP/Telephony solutions (Uboss) (preferred)

Experience and Skills:

• 2 to 4 years’ experience in a 1st/2nd line support role within a technical support desk or MSP (essential)
• Holds or is working towards a professional qualification in IT or a related degree (preferred)
• Strong knowledge of desktop and server platforms (essential)
• Proven experience operating in an ITIL framework (essential)
• Strong understanding of IT infrastructure and technical diagnostic skills (essential)
• Proven experience in knowledge sharing and creating knowledge base articles (essential)
• Broad technical knowledge of PCs/peripherals and their architecture (essential)
• Strong working knowledge of current software packages and operating systems (essential)
• Experience with service desk products (essential)
• Attention to detail, ability to follow processes, and take ownership of tasks or issues
• Excellent communication, organizational, 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

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.

About the Group

Outcomes First Group is the leading provider of specialist education in the UK. We exist to give neurodivergent children and young people access to a great education that caters to their specific needs, abilities and aspirations.

There are three brands in our Outcomes First family: Acorn Education, Options Autism and Momenta Connect. Together, we educate, care for and support children, young people, and adults across the UK, empowering them to be happy and make their way in the world.

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 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.

We never assume.

We work together.

To make the remarkable happen.

We are accountable.

To each other and for one another.

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.
• A wide range of health, wellbeing, and insurance benefits
• 100’s of discount options valid in the UK and abroad
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Operations and Maintenance and Primary and Secondary Education

Referrals increase your chances of interviewing at Outcomes First Group by 2x

Sign in to set job alerts for “Service Desk Engineer” roles.

Wigan, England, United Kingdom 3 weeks ago

Manchester Area, United Kingdom 3 weeks ago

Greater Manchester, England, United Kingdom 1 week ago

Lancashire, England, United Kingdom 3 days ago

Manchester, England, United Kingdom 3 days ago

Warrington, England, United Kingdom 4 days ago

Manchester, England, United Kingdom 1 day ago

Manchester Area, United Kingdom 2 weeks ago

Preston, England, United Kingdom 1 month ago

Manchester, England, United Kingdom 3 weeks ago

IT Service Desk Analyst (6 month FTC) - Manchester or Glasgow based

Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 3 hours ago

Manchester, England, United Kingdom 5 days ago

IT Technician / Helpdesk Support Engineer / Service Desk Analyst

Burnley, England, United Kingdom 1 month ago

Manchester, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 1 day ago

Manchester, England, United Kingdom 4 days ago

Manchester, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 1 week ago

Stockport, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 4 days ago

Manchester, England, United Kingdom 4 days ago

Printer Engineer and Desktop Support - Field Based

Manchester, England, United Kingdom 3 days ago

Information Technology Infrastructure Engineer

Wythenshawe, England, United Kingdom 2 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.