Brabner Fox is partnering with a growing educational support services business, looking for a Manchester based IT Field Technician to own and undertake all activities that relate to the efficient running of the technical service in specific primary schools.There is a high degree of presentational, customer service and technical skill required, operating as the face of this service provider to end users on site.This role reports directly to the Technical Director for Services, owning relationships for selected schools in Manchester.ResponsibilitiesResponsible for 1st/2nd Line support using service desk system (Freshdesk) and Remote Management and Monitoring system (Atera)Responsible for 1st/2nd Line support for offsite backup solution (Altaro and MBS),Responsible for 1st/2nd Line support for ISP service solution (Smoothwall)Responsible for 1st/2nd Line IT support of school equipment including Windows, Chrome and iOS devices.Ensure client satisfaction for technical support issues.Key TasksService DeskProvide first line support to service desk issuesEnsure each support call is logged and actioned to completionEnsure all calls status are updated on the support desk systemEnsure client contact is maintained until fault resolution.Provide second line support for issues to ensure problems are investigated and resolved.Provide pro active maintenance for client systems to ensure patching, anti virus and backup systems are monitored and maintainedProvide proactive maintenance support for ISP service lines, Smoothwall filter and Smoothwall firewall solution to ensure service uptime and content is appropriately filtered.Review filter monitor reports if requested by clients to review filter breaches.Provide proactive support for cloud systems such as Microsoft, Apple and Google MDM solutions.Provide support for licencing systems such as Microsoft, Google, Jamf etcTo become familiar with schools IT systems and produce internal knowledge base documentation for common queriesAssist with internal projects and equipment builds before site roll out.Ensure all client complaints are rectifiedPromotion of additional services to existing clients to secure additional installation time outside of contracted hours.Provide technical knowledge to Sales Team for hardware enquiries.Personal AttributesExcellent communication with pleasant and engaging mannerExcellent oral and written communicationDealing with multiple issues simultaneouslyScheduling tasks to ensure monitoring and maintenance tasks are completedGood all round level of technical understandingAbility to use technical/professional information for 1st/2nd line supportLiaising with clients and staff to ensure issues are resolvedMonitoring systems to maintain systemsSelf starter in taking action to achieve a goalEnsuring hot swap availability for support issuesUsing RMM systems for monitoring client systemsAble to manage a given problem through to conclusionAble to contribute constructively to the working of the technical teamEnsure service desk issues are communicated to team members involvedGood understanding of the company scope of service deliveryPrompt arrival at the start of working dayGood timekeeping to ensure actions are resolvedWhat's on OfferStarting Salary c£36kGenerous wrapper of other benefitsFantastic Team with great progression opportunities