Overview
The 2nd Line IT Support Technician is a key part of the IT Services team for the RNN Group, ensuring a high level of customer service in providing technical diagnosis and resolution to both staff and learners. With a varied range of hardware and software to meet the needs of all clients (learners and staff) this is a great opportunity to gain experience and skills across a wide range of industry recognised IT resources. The RNN Group maintains several thousand user accounts operating in a multi-site environment linked by high-speed Internet connections. There are five data centres, predominantly a VMWare server environment, with servers and desktops mostly utilising Microsoft operating systems. Your main priority will be to resolve requests that customers raise via our Helpdesk system, ensuring a timely resolution in line with our service level agreements and ensuring clear communication with clients throughout the resolution process.
Responsibilities
* Resolve requests raised via the Helpdesk system in line with service level agreements and communicate with clients throughout the resolution process.
* Provide technical diagnosis and resolution for staff and learners across hardware and software platforms.
* Maintain desktop infrastructure including desktops, laptops, Apple Macs and mobile devices; ensure equipment operates at high performance and fault-free with appropriate resolution mechanisms.
* Support and configure Microsoft Windows desktop operating systems in a networked environment; support for Microsoft Office products and, where applicable, Office 365, Outlook, Google Workspace and Apple operating systems.
* Work with the Head of IT Services/Operations Coordinator; act autonomously within departmental guidelines and travel to other sites as required (Rotherham Campus primary base).
Qualifications
* Experience of supporting and configuring Microsoft Windows desktop operating systems in a networked environment; familiarity with Microsoft Office products.
* Experience with Office 365, Outlook, Google Workspace, and Apple operating systems is desirable.
* IT-related qualification (e.g., Microsoft, CompTIA, or equivalent) and a minimum level 2 literacy and numeracy.
* A driving licence and own transport would be desirable.
Other information
The Group's core operating hours are 8:30am-5:00pm (9:00pm on a Tuesday and Thursday during term time). You may be expected to work at any time during these hours to ensure business needs are met. All new employees will be required to undertake a DBS check and other associated checks in line with Keeping Children Safe in Education Guidance. The RNN Group is committed to safeguarding and promoting the welfare of children, vulnerable adults and young people.
Benefits
* Access to local government pensions scheme
* Up to 41 days annual leave per year including closure during Christmas period
* Access to gyms, restaurants and salons
* Staff health & wellbeing and benefits schemes including in-house Occupational Health service
* Full, part-time and flexible working hours available
* Parking at all sites
* Career development opportunities including funding for teacher training, apprenticeships and various other industry recognised qualifications
* Grants up to £6,000 in STEM subjects through levelling up premium payments initiative (conditions apply)
* Recruitment Referral Scheme worth £200 per referral
We are proud to be part of the South Yorkshire Institute of Technology (SYIoT). We are committed to safeguarding and promoting the welfare of children, vulnerable adults and young people. We are an equal opportunities employer; we welcome applications regardless of age, gender, ethnicity, sexuality, faith or disability. We are part of the Disability Confidence Scheme and OFSTED Good status (November 2022). We are a supportive environment that encourages effort, achievement and cooperative attitudes.
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