2nd Line IT Service Desk Engineer
Outcomes First Group
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Benefits offered by this job
Job summary
Outcomes First Group, via Hydesville Tower School, seeks a skilled 2nd Line IT Service Desk Site Engineer to provide on-site technical support for staff and maintain IT services across multiple sites.
You will manage Windows Server, Microsoft 365, Azure AD and Google Workspace, support devices, networks and telephony, and contribute to system upgrades and knowledge sharing within a collaborative IT team.
Qualifications
- Three to five years’ experience in a 2nd or 3rd line IT support role within a technical support desk or MSP environment.
- Strong knowledge of Windows Server environments.
- Experience supporting Microsoft 365, Azure AD, Active Directory and Google Workspace.
- Understanding of networking technologies, including Cisco Meraki, Smoothwall and LAN/WAN environments.
- Experience using Microsoft Intune and/or Jamf for device management.
- Strong troubleshooting skills across hardware, software and infrastructure.
- Knowledge of IT security, compliance and ITIL best practice.
- Experience creating knowledge base articles and sharing technical knowledge.
- Excellent customer service, communication and stakeholder management skills.
- Strong organisational and problem-solving abilities.
- The ability to prioritise workloads, work independently and resolve issues proactively.
- A professional IT qualification or relevant degree, or currently working towards one.
- Experience with virtualisation technologies.
- Experience supporting VOIP or telephony solutions.
- Knowledge of network management tools.
- Experience working within an education environment.
- Experience supporting multiple locations or remote sites.
Responsibilities
- Providing 2nd line support for technical incidents, problems and service requests.
- Acting as an escalation point for Service Desk engineers and supporting the resolution of complex technical issues.
- Building strong relationships with site stakeholders and acting as the primary IT contact for the school.
- Supporting Microsoft 365, Azure AD, Active Directory, Google Workspace and Google Classroom environments.
- Managing user accounts, permissions and access across business-critical systems.
- Configuring and supporting laptops, tablets, mobile devices, printers and other peripheral equipment.
- Supporting mobile device management through Intune and Jamf.
- Maintaining server environments, networking infrastructure and connectivity.
- Supporting telephony systems, web filtering and cloud-based technologies.
- Working with Infrastructure, Cyber Security and Applications teams to resolve major incidents and implement improvements.
- Contributing to knowledge base documentation and sharing technical expertise across the team.
- Supporting technology projects, upgrades and new system rollouts.
Skills
Education
Tools
Job description
Hydesville Tower School is a successful independent day school for pupils aged 2 to 16 and part of Outcomes First Group. We offer small class sizes, exceptional behaviour and a strong pastoral ethos, alongside a clear focus on academic excellence.
We are committed to creating a nurturing learning environment where every pupil is supported to achieve their potential, both inside and outside the classroom.
We’re looking for an experienced and customer-focused 2nd Line IT Service Desk Site Engineer to join our growing IT team.
Based primarily at Hydesville Tower School, you’ll be the key IT contact on site, providing expert technical support to staff and supporting the wider organisation’s technology infrastructure. Working alongside our Service Desk, Infrastructure, Security Operations, Applications and Projects teams, you’ll play a vital role in maintaining secure, reliable and high-performing IT services.
This is an excellent opportunity for an IT professional who enjoys troubleshooting complex issues, building strong stakeholder relationships and contributing to the rollout of new technologies across a multi-site organisation.
- Providing 2nd line support for technical incidents, problems and service requests.
- Acting as an escalation point for Service Desk engineers and supporting the resolution of complex technical issues.
- Building strong relationships with site stakeholders and acting as the primary IT contact for the school.
- Supporting Microsoft 365, Azure AD, Active Directory, Google Workspace and Google Classroom environments.
- Managing user accounts, permissions and access across business-critical systems.
- Configuring and supporting laptops, tablets, mobile devices, printers and other peripheral equipment.
- Supporting mobile device management through Intune and Jamf.
- Maintaining server environments, networking infrastructure and connectivity.
- Supporting telephony systems, web filtering and cloud-based technologies.
- Working with Infrastructure, Cyber Security and Applications teams to resolve major incidents and implement improvements.
- Contributing to knowledge base documentation and sharing technical expertise across the team.
- Supporting technology projects, upgrades and new system rollouts.
- Three to five years’ experience in a 2nd or 3rd line IT support role within a technical support desk or MSP environment.
- Strong knowledge of Windows Server environments.
- Experience supporting Microsoft 365, Azure AD, Active Directory and Google Workspace.
- Understanding of networking technologies, including Cisco Meraki, Smoothwall and LAN/WAN environments.
- Experience using Microsoft Intune and/or Jamf for device management.
- Strong troubleshooting skills across hardware, software and infrastructure.
- Knowledge of IT security, compliance and ITIL best practice.
- Experience creating knowledge base articles and sharing technical knowledge.
- Excellent customer service, communication and stakeholder management skills.
- Strong organisational and problem-solving abilities.
- The ability to prioritise workloads, work independently and resolve issues proactively.
- A professional IT qualification or relevant degree, or currently working towards one.
- Experience with virtualisation technologies.
- Experience supporting VOIP or telephony solutions.
- Knowledge of network management tools.
- Experience working within an education environment.
- Experience supporting multiple locations or remote sites.
- Life Assurance
- Pension scheme with contribution options
- “Your Wellbeing Matters” mental and physical health support
- Family Growth Support, including enhanced maternity and paternity leave
- Flexible benefits via Vista, including discounts, Cycle to Work, Electric Car Scheme, critical illness cover and more
We are an Equal Opportunities Employer.
UK applicants only. This role does not offer sponsorship.
We reserve the right to close the vacancy early if we receive a high volume of suitable applications.
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