We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.
*You’ll work 80% of your contractual hours for 100% of your pay, giving you more time to do the things that make you happy. 4DWW is subject to successful completion of probation and is not a contractual benefit*
Job Title: 2nd Line IT Service Desk Engineer
Location: Bolton Based with hybrid working (Travel to our Bolton office and school sites within the UK when required)
Salary: Up to £28,000 per annum.
Hours: Monday to Friday 08:00-16:00 or 09:00-17:00 (based on the rota)
JOB PURPOSE:
Provide 2nd line support services as part of a team of experienced engineers to assist with the company's progression. Investigate a range of technical issues across all areas of the business, providing fixes, escalating where necessary, and assisting the wider IT teams with their investigations. The key focus will be on supporting services in our large estate of offices, schools, and care homes. Although the role is flexible in relation to location, the post holder will be required to attend our key office in Bolton and be willing to travel to other sites as needed.
KEY ACCOUNTABILITIES:
Troubleshoot and resolve incidents, problems, and service requests, providing regular updates to the end user.
Escalate issues to the 3rd line support or IT Service Desk Manager when necessary.
Serve as the first point of contact for 1st line support engineers at the point of escalation.
Own, monitor, and resolve incidents and requests in a timely manner.
Work closely with the IT Service Desk Manager to define and improve processes and implement Service Improvement Plans.
Liaise with the Infrastructure team on infrastructure problems, contributing to remediation and/or improvement plans.
Liaise with the Software and Applications team on application problems, contributing to remediation and/or improvement plans.
Configure and maintain user permissions on file servers.
Contribute to building the knowledge base, sharing knowledge across the service desk and wider IT team.
Identify, recommend, and amend inefficient work tasks and processes to improve efficiency.
Install applications.
Administer and manage user accounts and permissions.
Provide support for printers, both hardware and software.
Configure devices such as laptops, mobile phones, and tablets.
Manage mobile device configurations.
Support web filtering.
Support connectivity and hardware in remote sites, conducting remote site diagnostics.
Support server environments.
Support telephone systems and ensure smooth operation.
Support networking equipment such as routers and switches.
REQUIRMENTS
Technical skills:
Experience with server environments (Windows) (essential)
Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (essential)
Experience with cloud-based solutions (Microsoft 365) (essential)
Understanding of Jamf and/or Microsoft Intune (essential)
Ability to troubleshoot application issues and perform scripting (essential)
Knowledge of IT security and compliance (essential)
Experience in troubleshooting and supporting hardware and software for various devices (essential)
Understanding of virtualization (preferred)
Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)
Knowledge of network management tools (preferred)
Experience with VOIP/Telephony solutions (Uboss) (preferred)
Experience and Skills:
2 to 4 years’ experience in a 1st/2nd line support role within a technical support desk or MSP (essential)
Holds or is working towards a professional qualification in IT or a related degree (preferred)
Strong knowledge of desktop and server platforms (essential)
Proven experience operating in an ITIL framework (essential)
Strong understanding of IT infrastructure and technical diagnostic skills (essential)
Strong customer service skills (essential)
Proven experience in knowledge sharing and creating knowledge base articles (essential)
Broad technical knowledge of PCs/peripherals and their architecture (essential)
Strong working knowledge of current software packages and operating systems (essential)
Experience with service desk products (essential)
Attention to detail, ability to follow processes, and take ownership of tasks or issues
Excellent communication, organizational, and interpersonal skills
Ability to learn, prioritise workload, and meet tight deadlines
Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically
Ability to diagnose faults in hardware/software/operating systems
Contributes to and supports team collaboration
Ability to work well with challenging customers and under pressure
The post holder will be expected to travel to school and office locations in the UK when required.
The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.
Why join Outcomes First Group?
About the Group
Outcomes First Group is the leading provider of specialist education in the UK. We exist to give neurodivergent children and young people access to a great education that caters to their specific needs, abilities and aspirations.
There are three brands in our Outcomes First family: Acorn Education, Options Autism and Momenta Connect. Together, we educate, care for and support children, young people, and adults across the UK, empowering them to be happy and make their way in the world.
We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.
Our Vision
Empower every child, whatever their ability, with a world-class education that nurtures potential, inspires lifelong learning, and equips them to thrive in a diverse and evolving world.
Our Mission
We commit to unlocking our pupils’ potential through personalised learning, innovation, and opportunity, supporting growth and aspirations.
Our Promise
We Listen.
We never assume.
We work together.
To make the remarkable happen.
We are accountable.
To each other and for one another.
Benefits
Your health and wellbeing are important to us, so you’ll get an exceptional reward package including:
Life Assurance
Pension scheme with options to increase your contributions
“Your Wellbeing Matters” – access to a wide range of first-class mental health support services and physical health checks
Family Growth Support - inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support.
A wide range of health, wellbeing, and insurance benefits
100’s of discount options valid in the UK and abroad
Electric Car Purchase Scheme
Critical illness cover
We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS
We are an Equal Opportunities Employer