3rd Line Engineer (9 Month Fixed Contract)

Outcomes First Group; Greater Manchester; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

An established industry player is seeking a dedicated 2nd/3rd line support engineer to join their dynamic team. This role involves providing critical support services across a diverse range of technical issues within a large estate of offices, schools, and care homes. The successful candidate will be responsible for troubleshooting incidents, managing escalations, and collaborating with various teams to enhance service delivery. With a commitment to safeguarding and promoting welfare, this organization is dedicated to providing an inclusive environment for neurodivergent children. If you're passionate about technology and education, this opportunity is perfect for you.

Qualifications

• 3-5 years in a 2nd/3rd line support role with strong technical skills.
• Proven experience in ITIL framework and knowledge sharing.
• Ability to diagnose faults in hardware/software/OS.

Responsibilities

• Troubleshoot and resolve incidents, providing updates to users.
• Conduct root cause analysis and implement preventative measures.
• Manage incidents and requests, ensuring timely resolution.

Skills

2nd/3rd line support experience

ITIL framework

Technical diagnostic skills

Knowledge sharing

Communication skills

Problem-solving

Attention to detail

Education

Professional qualification in IT

Related degree

Tools

Active Directory

Office 365

Azure AD

InTune

Jamf

Cisco Meraki

Unifi

Job description

23 hours ago Be among the first 25 applicants

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

Location: Hybrid (Travel to our Bolton office and school sites within the UK when required)

Salary: Up to £40,000 per annum

Hours: 37.5 hours per week, Monday to Friday, 8:00am to 4:00pm

JOB PURPOSE

Provide 3rd 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 RESPONSIBILITIES:

• Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
• Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
• To be the first point of escalation for the 1st and 2nd line support engineers.
• Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
• Work closely with the IT Service Desk Manager to define and improve processes and implement Service Improvement Plans.
• Deputise for the IT Service Desk Manager when required, managing incidents and requests, and ensuring resources are focused on the highest priority tasks.
• Liaise with the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
• Liaise with the Software and Applications team on application problems, defining and agreeing remediation and/or improvement plans.
• Manage and remediate Cyber and Infrastructure P1 incidents.
• Configure and maintain user permissions on SharePoint or file servers.
• Create and build 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.
• Package Applications for distribution through InTune or Microsoft System Centre.
• Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
• Provide support for printers, both hardware and software.
• Configure devices such as laptops, mobile phones and tablets.
• Manage mobile device configurations in Jamf or InTune.
• Support Web Filtering.
• Support connectivity and hardware in remote sites, conducting remote site diagnostics.
• Support of cloud telephone systems and ensure smooth operations.
• Support networking equipment such as routers and switches (Cisco Meraki & Unifi).

EXPERIENCE, SKILLS & QUALIFICATIONS:

ESSENTIAL

• 3 to 5 years’ experience in 2nd/3rd line support role within a technical support desk or MSP.
• Strong knowledge of desktop and server platforms.
• Proven experience operating in an ITIL framework.
• Strong understanding of IT infrastructure and technical diagnostic skills.
• Proven experience in knowledge sharing and creating knowledge base articles.
• Broad technical knowledge of PCs/peripherals and their architecture.
• Strong working knowledge of current software packages and operating systems.
• Experience with service desk products.
• Attention to detail, ability to follow processes, and take ownership of tasks or issues.
• Excellent communication, organisational and interpersonal skills.
• Ability to learn, prioritize workload, and meet tight deadlines.
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically.
• Ability to diagnose faults in the hardware/software/operating systems.
• Contributes to and supports team collaboration.
• Ability to work well with challenging customers and under pressure.
• Holds or is working towards a professional qualification in IT or a related degree (preferred).

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.

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

• Associate

Employment type

• Full-time

Job function

• Education and Information Technology
• Industries
• Education and Primary and Secondary Education