The Opportunity
We are a Managed Services Provider specialising in Education. We're hiring a 2nd Line Field Engineer (Escalations & Lead) on a 4-day week (open to 3 days for the right candidate).
You'll split time between our office and client school sites, taking escalations from 1st line/field, site appointments, handling overflow/project tasks, and responding to priority incidents. You'll also quality-check work and monitor business as usual support for a rotating group of customer sites, and dealing with escalation requirements from staff relating to these sites.
This role is predominantly client site travel but does have office based time factored up to a day per week.
Key Responsibilities
* Act as the on-site 2nd-line escalation for varying IT requirements, travelling to customers as required, and conducting site visits where required.
* Supporting Microsoft 365/Entra ID, Intune/Autopilot, Windows Server/AD/GPO, basic networking, and common classroom kit.
* Oversee a rotating set of school sites: ensure tickets progress, SLAs are met, and issues are resolved through your work and by coordinating with first line field engineers.
* Quality assurance and dealing with colleague escalations, documentation/runbooks, ticket hygiene, and first-time-fix.
* Lead small projects (e.g., device refreshes, Wi-Fi/switch swaps, Intune rollouts); coordinate with Technical Lead/3rd line for complex design/migrations.
* Build strong relationships with school stakeholders through clear communication and dependable delivery.
About You
* Experience in the Education sector highly advantageous.
* Proven experience in a client-facing role, comfortable on school sites.
* Keen to mentor others.
* Full UK driving licence; eligible for Enhanced DBS.
Technical Expertise
* Windows Server/AD/GPO; Hyper-V basics; core networking (VLAN/DHCP/DNS).
* Microsoft 365 & Entra ID (Exchange Online/SharePoint).
* Intune & Autopilot for modern deployment.
* Education Software/Systems experience.
* Applicable experience in safeguarding/web filtering (Smoothwall/Lightspeed) and MIS (SIMS/Arbor).
* Classroom hardware (interactive screens, projectors).
Working Pattern & Pay
* Rate: £18/ph.
* 4-day week preferred (open to 3 days).
* Mileage: 45p per mile.
Job Type: Part-time
Pay: £18.00 per hour
Expected hours: 30 per week
Experience:
* Technical Support: 5 years (preferred)
* IT in Education: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person