, Monday to Friday, 8:00am to 4:00pm
Driving is essential for this role
JOB PURPOSE
Provide 3rd 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 RESPONSIBILITIES:
1. Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
2. Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
3. To be the first point of escalation for the 1st and 2nd line support engineers.
4. Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
5. Work closely with the IT Service Desk Manager to define and improve processes and implement Service Improvement Plans.
6. Deputise for the IT Service Desk Manager when required, managing incidents and requests, and ensuring resources are focused on the highest priority tasks.
7. Liaise with the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
8. Liaise with the Software and Applications team on application problems, defining and agreeing remediation and/or improvement plans.
9. Manage and remediate Cyber and Infrastructure P1 incidents.
10. Configure and maintain user permissions on SharePoint or file servers.
11. Create and build the knowledge base, sharing knowledge across the service desk and wider IT team.
12. Identify, recommend and amend inefficient work tasks and processes to improve efficiency.
13. Package Applications for distribution through InTune or Microsoft System Centre.
14. Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
15. Provide support for printers, both hardware and software.
16. Configure devices such as laptops, mobile phones and tablets.
17. Manage mobile device configurations in Jamf or InTune.
18. Support Web Filtering.
19. Support connectivity and hardware in remote sites, conducting remote site diagnostics.
20. Manage server environments.
21. Support of cloud telephone systems and ensure smooth operations
22. Support networking equipment such as routers and switches (Cisco Meraki & Unifi).
EXPERIENCE, SKILLS & QUALIFICATIONS:
ESSENTIAL
23. 3 to 5 years’ experience in 2nd/3rd line support role within a technical support desk or MSP
24. Strong knowledge of desktop and server platforms
25. Proven experience operating in an ITIL framework
26. Strong understanding of IT infrastructure and technical diagnostic skills
27. Strong customer service skills
28. Proven experience in knowledge sharing and creating knowledge base articles
29. Broad technical knowledge of PCs/peripherals and their architecture
30. Strong working knowledge of current software packages and operating systems
31. Experience with service desk products
32. Attention to detail, ability to follow processes, and take ownership of tasks or issues
33. Excellent communication, organisational and interpersonal skills
34. Ability to learn, prioritize workload, and meet tight deadlines
35. Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically
36. Ability to diagnose faults in the hardware/software/operating systems
37. Contributes to and supports team collaboration
38. Ability to work well with challenging customers and under pressure
39. Holds or is working towards a professional qualification in IT or a related degree (preferred)
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.
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:
40. Life Assurance
41. Pension scheme with options to increase your contributions
42. “Your Wellbeing Matters” – access to a wide range of first-class mental health support services and physical health checks
43. Family Growth Support - inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support.
44. A wide range of health, wellbeing, and insurance benefits
45. 100’s of discount options valid in the UK and abroad
46. Electric Car Purchase Scheme
47. 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.