3rd Line Technician

Planet Recruitment; Slough; On-site; GBP 38,000; Full time

Job summary

An established industry player is seeking a dedicated 3rd Line Technician to join their managed service team in Slough. This role offers the chance to provide specialist ICT support, ensuring high-quality learning environments in educational settings. You will be responsible for managing helpdesk tickets, maintaining server environments, and mentoring junior staff. With a focus on teamwork and innovation, this position promises a supportive atmosphere where your contributions will enhance the educational experience. If you're passionate about IT and eager to make a positive impact, this is the perfect opportunity for you.

Benefits

Autonomous work environment

Microsoft Training Vouchers

SAGE Employee Benefits

3% pension contribution

25 days holiday

Free lunch

Progression plan

Death in service benefit

Qualifications

• Experience in helpdesk or support environment is essential.
• Professional qualifications or equivalent experience required.

Responsibilities

• Provide specialist ICT support to maintain high quality learning facilities.
• Monitor and manage helpdesk tickets ensuring resolution within SLA.
• Mentor junior colleagues and ensure compliance with policies.

Skills

ICT Support

Technical Communication

Problem Solving

Network Management

Server Maintenance

Education

Degree in Computing

Microsoft Certified Systems Administrator (MCSA)

Microsoft Certified Systems Engineer (MCSE)

Tools

Windows Server

Mobile Device Management

Cisco

Aruba

HP Software

Job description

3rd Line Technician
Slough - Based onsite.
£38k - Plus Benefits

Benefits:

1. A very autonomous relaxed environment whilst still providing you with support whenever you need it, Potential to Apply for Microsoft Training Vouchers after a Year
2. Working with a friendly bunch of people who are passionate about IT but also providing a fantastic service! We are passionate about investing in the education of pupils
3. SAGE Employee Benefits.
4. 2 years death in salary
5. 3% pension contribution
6. Sage benefits scheme (discounts)
7. MS Vouchers 3 month after probation - progression plan
8. 25 days holiday, 5 days for Xmas and get it all off. BH just given. Holiday at holiday
9. Free Lunch

Our client is looking for a 3rd Line Technician based on a client site to work as part of our managed service team.

Key Tasks

1. ICT Support Service on-site
   
   • Under the guidance of the Network Manager: Provide specialist ICT support that ensures the school/centre establishes and maintains high quality learning facilities.
   • Become the 'second in command' to the Network Manager, and if working for a Trust Network Manager, potentially lead that satellite site - so the ability to work independently is a must.
   • Use specialist skills/training/experience to support school/centre's staff & pupils ICT requirements.
   • Maintenance of specialist equipment, check for quality/safety, undertake specialist repairs/modifications within own capabilities and arrange for other repairs/modifications to be carried out by others.
   • Demonstrate and assist in the safe and effective use of specialist equipment/materials.
   • Provide specialist advice and guidance as required to School/Centre.
   • Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
   • Implement agreed work programmes/practices under the guidance of Senior Staff.
   • Monitor and manage stock within an agreed budget, cataloguing resources and undertaking audits as required.
   • Be aware of and comply with policies and procedures relating to child protection, health, safety and security and confidentiality, reporting all concerns to an appropriate person.
   • Mentor junior colleagues
   • To be aware of the school/centre's responsibilities under the Data Protection Act 1984 for the security, accuracy and relevance of personal data held on such systems and ensure that all administrative and financial processes comply with this.
2. Technical Expertise
   
   • Monitor onsite helpdesk, ensuring ticket resolution quality and quantity is within SLA
   • Resolve tickets at all levels (first through to third line)
   • Set up and maintain complex physical and virtual Windows server environments
   • Configure and troubleshoot basic network and switch management
   • Install hardware and software applications as required
   • Configure and troubleshoot Mobile Device Management in Apple environments
   • Perform maintenance tasks for user accounts
   • Develop and engage with network and service monitoring reports and utilities
3. Processes
   
   • Follow an acceptance test procedure on new ICT equipment and report results appropriately.
   • Update records of installed hardware and software.
   • Transfer and transportation of IT Equipment to required areas or rooms within the site.
   • Follow processes and tasks described in school's disaster recovery and maintenance plans.
   • Follow instructions to implement school backup and virus protection procedures.
   • Investigate a request for support, record diagnostic information accurately and either resolve or escalate to the appropriate level.
   • Record the time spent on tasks and compare to expectation/allocation as appropriate.
4. Checks
   
   • To do regular checks on our client systems, which include - but are not limited to, the following:
   • Disk space checks
   • Backup checks
   • Event log checks
   • Cluster Shared Volume/Shared Storage for Hypervisors
   • SNMP Traps
5. Holiday Work
   
   • Potential to be called out to work in project teams during the holidays.
6. Other
   
   • Monitor the school and wider educational environment to identify emerging technical risks and opportunities
   • This is a busy site with a small friendly team - ability to be effective and innovative, and to efficiently manage your time is essential. A key skill would be splitting time appropriately between reactive ticket resolution and proactive project work.
   • Deliver a collaborative and open door style of IT leadership and support within the team and across the school
   • Actively monitor school, LEA/LA and legal responsibilities.
   • Develop relevant H&S procedures and ensure that all ICT users follow appropriate practice.
   • Ability to self-regulate and upskill self as necessary
   • Any other tasks that the Technical Management Team, or the Company Directors feel are appropriate

Work Experience Requirements

1. Experience in a helpdesk or support environment
2. Experience with backend server and networking systems

Education Requirements

1. Professional qualifications (Degree / Masters in Computing) or Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE)) or equivalent, demonstrable experience.
2. Other specialist IT specific qualifications i.e.: Aruba, Cisco, HP or other Enterprise level software/hardware.

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.