3rd Line IT Engineer

ZipRecruiter; England; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

Join a forward-thinking organization as a 3rd Line IT Engineer on a 9-month fixed contract. This role offers the opportunity to provide high-level support across a diverse range of environments, including offices, schools, and care homes. You'll troubleshoot complex issues, manage incidents, and contribute to process improvements. With a focus on customer service and collaboration, you'll be part of a team dedicated to empowering neurodivergent individuals through technology. Embrace the chance to grow your skills in a supportive environment that values innovation and teamwork.

Benefits

Life Assurance

Pension scheme

Mental health support services

Enhanced maternity and paternity leave

Electric Car Purchase Scheme

Critical illness cover

Discount options

Family Growth Support

Qualifications

• 3-5 years in 2nd/3rd line support role.
• Strong knowledge of desktop and server platforms.
• Proven experience in ITIL framework.

Responsibilities

• Troubleshoot and resolve incidents and service requests.
• Conduct root cause analysis and implement remedies.
• Manage incidents and requests, ensuring timely resolution.

Skills

2nd/3rd line support experience

ITIL framework knowledge

Customer service skills

Technical diagnostic skills

Knowledge sharing

Attention to detail

Communication skills

Problem-solving skills

Education

Professional IT qualification or related degree

Tools

Active Directory

Office 365

Azure AD

InTune

Microsoft System Centre

Jamf

Cisco Meraki

Unifi

Job description

Job Description

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.

Job Title: 3rd Line IT Engineer (9 Month Fixed Contract)

Location: Bolton (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

Driving is essential for this role

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:

1. Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
2. Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
3. To be the first point of escalation for the 1st and 2nd line support engineers.
4. Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
5. Work closely with the IT Service Desk Manager to define and improve processes and implement Service Improvement Plans.
6. Deputise for the IT Service Desk Manager when required, managing incidents and requests, and ensuring resources are focused on the highest priority tasks.
7. Liaise with the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
8. Liaise with the Software and Applications team on application problems, defining and agreeing remediation and/or improvement plans.
9. Manage and remediate Cyber and Infrastructure P1 incidents.
10. Configure and maintain user permissions on SharePoint or file servers.
11. Create and build the knowledge base, sharing knowledge across the service desk and wider IT team.
12. Identify, recommend and amend inefficient work tasks and processes to improve efficiency.
13. Package Applications for distribution through InTune or Microsoft System Centre.
14. Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
15. Provide support for printers, both hardware and software.
16. Configure devices such as laptops, mobile phones and tablets.
17. Manage mobile device configurations in Jamf or InTune.
18. Support Web Filtering.
19. Support connectivity and hardware in remote sites, conducting remote site diagnostics.
20. Manage server environments.
21. Support of cloud telephone systems and ensure smooth operations
22. 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
• Strong customer service 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

Why join Outcomes First Group?

About the Group

Outcomes First Group is the leading provider of specialist education in the UK. We exist to give neurodivergent children and 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, people, and adults across the UK, empowering them to be happy and make their way in the world.

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.

Our Promise

We Listen.

We never assume.

We work together.

To make the remarkable happen.

We are accountable.

To each other and for one another.

Benefits

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 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.