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.
Responsibilities include:
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. Serve as 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 on remediation and/or improvement plans.
8. Liaise with the Software and Applications team on application problems, defining and agreeing on 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 and connectivity in remote sites, conducting remote site diagnostics.
19. Manage server environments and support cloud telephone systems for smooth operations.
20. Support networking equipment such as routers and switches (Cisco Meraki & Unifi).
Qualifications and experience required:
* 3 to 5 years' experience in 2nd/3rd line support role within a technical support desk or MSP.
* Strong knowledge of desktop and server platforms.
* Proven experience operating in an ITIL framework.
* Strong understanding of IT infrastructure and technical diagnostic skills.
* Strong customer service skills and experience in knowledge sharing and creating knowledge base articles.
* Broad technical knowledge of PCs/peripherals and their architecture.
* Strong working knowledge of current software packages and operating systems.
* Experience with service desk products.
* Attention to detail, ability to follow processes, and take ownership of tasks or issues.
* Excellent communication, organizational, and interpersonal skills.
* Ability to learn, prioritize workload, and meet tight deadlines.
* Ability to work on own initiative, tackle tasks proactively, 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.
* Holds or is working towards a professional qualification in IT or a related degree (preferred).
We are proud to say that in 2024, Outcomes First Group was officially certified as a 'Great Place to Work' for the fifth year running. Outcomes First Group is the leading provider of specialist education in the UK, dedicated to giving neurodivergent children and young people access to a tailored education that caters to their specific needs, abilities, and aspirations.
Our brands include Acorn Education, Options Autism, and Momenta Connect, which together serve children, young people, and adults across the UK, empowering them to be happy and successful in the world.
Our Vision: Empower every child, whatever their ability, with a world-class education that nurtures potential, inspires lifelong learning, and prepares them to thrive in a diverse and evolving world.
We offer an exceptional reward package, including...
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