2nd Line Support Engineer - Education Sector
Gloucester
£29,000 - £31,500
Interviewing ASAP
The Role
Provides 2nd line support to stakeholders in line with trust internal IT policies and procedures; supports the Senior IT Analyst and the IT Network and Support Manager in the delivery of IT Services across the Trust; supports the operation of all trust IT systems, services and infrastructure; provides IT assistance and training to all stakeholders.
Duties
The IT Support Analyst will:
1. Follow and deliver upon the trust’s IT service desk support and incident management policies and processes to all stakeholders.
2. Follow and deliver IT service desk incident and support service offerings in line with the trust’s internal and external KPI’s and SLA’s.
3. Support the IT Network and Support Manager in ensuring that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently.
4. Provide 2nd line support to stakeholders effectively and efficiently.
5. Provide desktop on-premise support to stakeholders as required.
6. Escalate complex IT incidents and service requests to the Senior IT Analyst and IT Network and Support Manager as required.
7. Support the use of ITSM through the ITIL methodology, including incident problem and change enablement.
8. Follow internal trust IT policies and processes for the induction, movement and departure of staff.
9. Maintain and update an accurate asset management system for IT resources.
10. Ensure the integrity of the trust’s records of IT assets and their assignments to stakeholders.
11. Ensure the assignment of IT assets to stakeholders are managed, maintained, recorded and updated effectively and accurately.
12. Follow relevant health and safety guidelines and participate in risk assessments where required.
13. Install, configure, and deploy IT resources, including both hardware and software, in line with trust operational IT policies and procedures, to support the delivery of IT to all operational areas.
14. Install and deploy pre-approved software in line with trust operational IT policies and procedures.
15. Setup and support the use of AV equipment as required.
16. Manage printing resources, ensuring that toner is stocked and ordered as appropriate.
17. Liaise with third party suppliers providing the trust with products or services.
18. Work with the Senior IT Analyst and IT Network and Support Manager to develop and extend IT knowledge and capabilities across the trust.
19. Facilitate access to the trust’s IT networks and infrastructure, creating user accounts and ensuring appropriate access rights in line with internal IT policies and processes.
20. Under direction of the IT Network and Support Manager:
1. Administer the trust’s management information systems.
2. Administer the trust’s public cloud architecture, systems, applications and security.
3. Administer the trust’s on-premise network infrastructure, systems, services and hardware.
4. Administer the trust’s VOIP, CCTV, building management and print management systems.
5. Administer the trust’s safeguarding and content filtering solutions.
Knowledge required:
* Demonstrate a passion for enabling and supporting the use of IT to support the teaching and learning of pupils across the trust.
* Demonstrate a passion for computing and technology.
* A working practical knowledge of:
o Microsoft operating systems.
o Microsoft Office desktop packages.
o Microsoft Cloud SaaS applications such as Microsoft 365.
o Apple iOS and iPadOS operating systems.
o A strong knowledge and understanding of computer hardware and software.
o A basic practical understanding of the principles of cyber-security and endpoint protection.
o An awareness and understanding of the importance of confidentiality and data protection.
o Demonstrate an understanding of the basics of customer service.
o Demonstrate an understanding of the basics of the role of IT within an educational environment.
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