Support Engineer

Capita plc; Stafford; On-site; GBP 28,000 - 33,000; Full time

Job summary

A major technology services provider in the UK is seeking a Support Engineer to provide advanced technical support within educational environments. The role requires strong networking skills and experience with leading ICT brands including HP, Cisco, and Ubiquiti. Candidates must possess excellent communication skills and the ability to troubleshoot complex issues. A competitive salary of £28,000 is offered along with various benefits.

Benefits

Competitive salary

Paid volunteering day

Pension and life assurance

Paid parental leave

Voluntary lifestyle benefits

Diversity and inclusion network access

Qualifications

• Experience with leading ICT brands such as HP, Cisco, and Ubiquiti.
• Ability to diagnose complex networking issues.
• Strong understanding of network monitoring tools.

Responsibilities

• Provide support for wired and wireless networks.
• Install and maintain network equipment.
• Collaborate with various teams to deliver seamless service.

Skills

Technical support

Network troubleshooting

Customer service

Collaboration

Communication skills

Problem-solving

Network protocols (TCP/IP, VLANs)

Educational environment experience

ITIL knowledge

Tools

Windows Server

Cisco

Ubiquiti

HP/Aruba

ServiceNow

Job description

Job Overview

The Support Engineer will provide advanced technical support for technology used within an education setting, including servers and wired and wireless networking systems. The role requires experience with leading ICT brands (such as HP/Aruba, Ubiquiti, Cisco, Windows Server, Apple iOS and Chrome), a strong customer‑service ethos, and the ability to work collaboratively within a team and independently.

Key Responsibilities

• Provide support for network infrastructure, including troubleshooting and resolving incidents related to both wired and wireless networks.
• Install, configure, and maintain network equipment (broadband equipment, switches, routers, wireless access points).
• Triage and diagnose complex networking issues, escalating to senior engineers or vendors as necessary.
• Monitor network performance, proactively identifying and addressing potential issues to ensure optimal uptime and reliability.
• Collaborate with 1st line support, other teams, projects, and external partners to deliver seamless service.
• Maintain accurate documentation of network configurations, changes, and troubleshooting steps.
• Participate in network upgrades, migrations, and new installations ensuring work is completed to a high standard and thoroughly tested.
• Ensure compliance with security best practices and organisational policies and show awareness and understanding of the DfE guidance around networking standards for schools.
• Deliver excellent customer service, communicating technical information clearly to non‑technical users.
• Contribute to the continuous improvement of network services and processes.
• Manage incidents in an incident management system and respond and resolve incidents within an agreed service level agreement.
• Have a strong understanding of network protocols (TCP/IP, VLANs, routing, switching, wireless standards).
• Be confident in triaging and resolving complex network faults.
• Have experience with network monitoring and management tools.
• Show strong customer focus and the ability to deliver a positive user experience.
• Have experience in educational or multi‑site environments.
• Familiarity with ITIL processes and service management tools (e.g., ServiceNow).

About You

• Excellent communication and interpersonal skills, and the ability to work effectively with all organisational levels, both internally and externally.
• A strong team player who can build strong relationships at all levels of the organisation.
• Ability to meet customer needs and expectations by consistently adhering to and/or exceeding service standards.
• Developing and sustaining productive customer relationships.
• Engagement in new and emerging technologies.
• Ability to resolve customer issues and queries by using fact‑based analysis and selecting the appropriate course of action to produce positive outcomes.

About Entrust

Entrust is a joint venture between Capita and Staffordshire County Council. We work across the UK in partnership with schools, academies and local authorities to provide specialist expertise around school improvement, learning technologies, and property and support services. We currently work in over 50 local authorities, with 600 schools. Join us and you’ll be part of the fastest growing school‑to‑school support partner in England.

What's in it for you?

• A competitive basic salary (£28,000).
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto‑enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team – [e-mail].