IT Support Engineer

LM RECRUITMENT SOLUTIONS LTD; Gloucester; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading company in the education sector is seeking a 2nd Line Support Engineer to provide essential IT support. The role involves assisting stakeholders, managing IT resources, and ensuring effective IT service delivery. Ideal candidates should have a passion for technology and experience in IT support, particularly within educational environments.

Qualifications

• Knowledge of Microsoft operating systems and Office packages.
• Basic understanding of cyber-security and endpoint protection.

Responsibilities

• Provide 2nd line support to stakeholders effectively and efficiently.
• Support the IT Network and Support Manager in delivering IT services.
• Maintain and update an accurate asset management system for IT resources.

Skills

Customer Service

Cyber-Security

IT Support

Microsoft 365

Apple iOS

Tools

Microsoft Office

Computer Hardware

Job description

2nd Line Support Engineer - Education Sector

Location: Gloucester

Salary: Up to £35,000

Interviewing ASAP

The Role

Provides 2nd line support to stakeholders in line with trust internal IT policies and procedures; supports the Senior IT Analyst and the IT Network and Support Manager in delivering IT services across the Trust; supports the operation of all trust IT systems, services, and infrastructure; provides IT assistance and training to stakeholders.

Duties

The IT Support Analyst will:

1. Follow and deliver the trust’s IT service desk support and incident management policies and processes to all stakeholders.
2. Follow and deliver IT service desk incident and support service offerings in line with the trust’s internal and external KPIs and SLAs.
3. Support the IT Network and Support Manager in ensuring all stakeholders have access to the necessary IT resources to perform their roles effectively and efficiently.
4. Provide 2nd line support to stakeholders effectively and efficiently.
5. Provide desktop on-premise support to stakeholders as required.
6. Escalate complex IT incidents and service requests to the Senior IT Analyst and IT Network and Support Manager as needed.
7. Support the use of ITSM through the ITIL methodology, including incident, problem, and change management.
8. Follow internal trust IT policies for staff induction, movement, and departure.
9. Maintain and update an accurate asset management system for IT resources.
10. Ensure the integrity of the trust’s records of IT assets and their assignments.
11. Manage, maintain, record, and update IT asset assignments effectively and accurately.
12. Follow relevant health and safety guidelines and participate in risk assessments where required.
13. Install, configure, and deploy IT resources, including hardware and software, in line with trust policies.
14. Install and deploy pre-approved software per trust policies.
15. Support the setup and use of AV equipment as required.
16. Manage printing resources, ensuring toner is stocked and ordered appropriately.
17. Liaise with third-party suppliers providing products or services to the trust.
18. Work with the Senior IT Analyst and IT Network and Support Manager to develop IT knowledge and capabilities across the trust.
19. Facilitate access to the trust’s IT networks and infrastructure, creating user accounts and managing access rights.
20. Under the direction of the IT Network and Support Manager:

• Administer the management information systems, cloud architecture, on-premise network infrastructure, VOIP, CCTV, building management, print management, safeguarding, and content filtering solutions.

Knowledge Required

• Passion for enabling and supporting IT to enhance teaching and learning.
• Passion for computing and technology.
• Practical knowledge of:
• Microsoft operating systems and Office packages.
• Microsoft 365 cloud applications.
• Apple iOS and iPadOS.
• Computer hardware and software.
• Basic understanding of cyber-security and endpoint protection.
• Understanding of confidentiality and data protection.
• Basics of customer service and the role of IT in education.