2nd Line IT Service Desk Engineer – Education IT Specialist

Outcomes First Group; Walsall; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Life Assurance

Pension scheme

Wellbeing support

Family leave

Vista benefits

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

Windows Server

Microsoft 365

Azure AD

Active Directory

Google Workspace

Intune

Jamf

Networking

VOIP

ITIL

Security

Education environment

Education

IT qualification or degree

Tools

Cisco Meraki

Smoothwall

LAN/WAN

Virtualisation

VoIP systems

Job description

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.