Following further and sustained growth, I'm pleased to say Brabner Fox is kicking off a new process today - in partnership with a regular client, an educational support services business, looking to secure a Huddersfield based IT Field Technician to own and undertake all activities that relate to the efficient running of the technical service in 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.
This is a growth led, on-site role where the right candidate will learn, develop & grow.
Responsibilities
Responsible 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 Tasks
Service Desk
Provide first line support to service desk issues
Ensure each support call is logged and actioned to completion
Ensure all calls status are updated on the support desk system
Ensure 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 maintained
Provide 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 etc
To become familiar with schools IT systems and produce internal knowledge base documentation for common queries
Assist with internal projects and equipment builds before site roll out.
Ensure all client complaints are rectified
Promotion 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 Attributes
Excellent communication with pleasant and engaging manner
Excellent oral and written communication
Dealing with multiple issues simultaneously
Scheduling tasks to ensure monitoring and maintenance tasks are completed
Good all round level of technical understanding
Ability to use technical/professional information for 1st/2nd line support
Liaising with clients and staff to ensure issues are resolved
Monitoring systems to maintain systems
Self starter in taking action to achieve a goal
Ensuring hot swap availability for support issues
Using RMM systems for monitoring client systems
Able to manage a given problem through to conclusion
Able to contribute constructively to the working of the technical team
Ensure service desk issues are communicated to team members involved
Good understanding of the company scope of service delivery
Prompt arrival at the start of working day
Good timekeeping to ensure actions are resolved
What's on Offer
Starting Salary c£30k
Generous wrapper of other benefits
Fantastic learning in a great team with good progression opportunities