IT Engineer

Maritime Academy; Rochester; On-site; GBP 38,000 - 56,000; Full time

Job summary

Thinking Technology is seeking an IT Engineer primarily based at Maritime Academy, with travel to other hub sites as needed to cover absences or provide support.

The role entails advanced troubleshooting, day-to-day IT configuration, and ongoing collaboration with Trust IT staff and third-party suppliers to ensure high-quality ICT services across The Thinking Schools Academy Trust and its academies.

Qualifications

• Advanced fault resolution and troubleshooting across IT devices and network equipment.
• Experience working with SLAs and incident triage processes.
• Customer-focused support across students, staff, governors and external partners.

Responsibilities

• Respond to customer comments and complaints; escalate as appropriate.
• Maintain calm under pressure and adapt to changing priorities; keep positive customer engagement.
• Communicate with customers including students, staff, directors, governors, guests, suppliers and contractors; respond to requests.
• Provide advanced fault resolution using multiple data sources for IT devices and network issues across Trust sites.
• Lead infrastructure triage and prioritise workload independently using defined SLAs; provide detailed action updates.
• Oversee day-to-day operation of IT devices, servers, LAN, WLAN and services; perform preventative maintenance and admin tasks.
• Analyse complex system and service logs to identify patterns, potential issues or threats and triage accordingly.

Skills

Troubleshooting

IT Infrastructure

Customer Support

LAN/WLAN Networking

Log Analysis

SLAs & Incident Triage

Job description

Are you seeking your next role in IT?

Thinking Technology are seeking to appoint an IT Engineer,who will be primarily based at Maritime Academy, although travel to other siteswithin the hub may be required to cover absence or provide additional supportwhen required.

The successful candidate will provide advanced, detailedtroubleshooting, support and day-to-day configuration of Infrastructureequipment, systems, and services- within Information Technology (IT) across allof The Thinking Schools Academy Trust and its academies and partners.

You will work with the constructively and proactively withother members of the Trust IT staff and third-party suppliers to ensure thatICT services are supported, assisting with planning, development,implementation, support and testing, and training of colleagues for equipmentand services, as directed.

What you will need to succeed:

• Torespond to, both orally and in person, customer comments and complaints,resolving them where possible, escalating as appropriate.
• Tobe calm under pressure, and adjusting to changes in work priorities basedon conflicting operational need, maintaining a positive customerengagement.
• Tobe approachable, communicating with customers ranging from students,staff, directors, governors, guest, and suppliers and contractors,responding to a range of difficult issues and requests.
• Toprovide advanced fault resolution/troubleshooting using multiple sourcesof complex data for issues affecting IT devices and network equipmentacross all Trust sites.
• Tolead the infrastructure triage, and customer engagement, prioritisingworkload and tasks independently using defined SLAs, providing detailedupdates for actions taken to assist customers and colleagues.
• Toundertake the day-to-day operation of IT devices, servers, LAN, WLAN, andservices, under minimal direction, including the undertaking ofpreventative maintenance and administrative tasks.
• Toanalyse a range of complex system and service logs continuously andproactively, to identify patterns that may indicate underlying issues orthreats and their severity, and triaging effectively.