Job Title: Desktop Support Engineer
Location/Based: Furness Academy Trust, Cumbria
Reports To: Line Manager
Staff Responsibility: No direct reports
Overview
Provide IT support to an Academy Trust and its schools, focusing on 2nd line cases escalated from 1st line, ensuring timely responses per SLA requirements to maintain a productive and safe environment for teaching and learning in all schools.
Main duties and responsibilities
* Provide first/second line support to staff and students across the Trust.
* Monitor the Helpdesk system to ensure a prompt response to users’ requests for support.
* Support other ICT Technicians, paying particular attention to prioritisation and service level agreements.
* Assist with the remote installation and configuration of software applications, demonstrating good industry practice to other team members.
* Monitor backup procedures, ensuring no backups are missed or partially completed; investigate and resolve errors as a priority.
* Maintain records and documentation for installed infrastructure in accordance with good practice.
* Support Trust staff in using new software and devices effectively and develop online manuals and guides, where required.
* Contribute to the further development of the Trust’s ICT infrastructure through ideas and knowledge regarding developments in ICT generally.
* Participate in appropriate development training, as agreed.
* Other rational duties within the scope of the job title.
Person Specification
Essential Qualifications
* GCSE Computer Science
* IT Apprenticeship (Level 3 or 4)
* IT related degree
Essential Experience
* Minimum 3-5 years relevant experience.
Essential Skills & Knowledge
* MS Office skills
* Windows Client and peripheral knowledge
* Active Directory administration skills
* Windows Server configuration (including mapped & shared drives)
* Network (switch) administration
* Endpoint protection administration
* Group Policy administration & troubleshooting
* Printer troubleshooting
* Wireless network administration
* Office 365 Administration & Management
* Experience of Azure
* Experience of cloud‑based portal administration
* Experience of Remote Access Solutions (MS RDS)
* Sophos MDM
Essential Aptitudes & Attributes
* Excellent written and verbal communication
* Innovative, highly organised and collaborative
* Eye for detail and accuracy
* Ability to manage time and numerous tasks
* Ability to work independently and within a team
* Self‑motivated and able to motivate others
* Diplomatic when faced with issues
Other Job Requirements
* Willing to undertake further training to fulfil role requirements.
* Willing to work additional hours to meet demands.
* Satisfactory Enhanced DBS Clearance.
* Full UK Driving licence and access to a suitable vehicle.
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