Job Description
We are looking to recruit a full-time Senior Support Engineer within our Service Delivery team.
We are looking for an appropriately qualified and experienced individual to work within our IT & Systems team across our sites in Watford, Luton and Hemel Hempstead.
You'll work alongside a team to provide technical support for curriculum implementation and business operations. It's important to have strong troubleshooting skills at a second-line level, along with hands-on experience in installing, configuring, and resolving issues with hardware and software.
You should also be confident in diagnosing problems, evaluating situations, and coming up with effective solutions.
The role requires the ability to work both independently and as part of a team, as well as within the wider organisation. Good communication and time management skills are essential. Relevant qualifications and prior experience in a similar role are required.
Qualifications/Expertise required:
* HNC / HND / Degree / professional technical qualification in a technical IT-related subject
* ITIL Foundation Certificate
* Microsoft Configuration Manager
* Azure AD and Intune
Technical skills: Knowledge of Windows 11, MacOS, IOS/Android devices, multifunction printers, Active Directory, networking, SCCM and Intune Deployment/Reporting,
Non-technical skills: Working knowledge of ITIL processes for Incident, Problem and Change management, Hardware Asset management, and service desk applications.
MAIN PURPOSE OF JOB: To deliver day to day IT Business as Usual (BAU) support services, also, to support the IT Service Delivery Manager in improving support services. The role of the Senior Support Technician is to provide second line support for all staff and students. A Senior Support Technician is responsible for resolving complex support requests with computer hardware, software, and network systems, as well as meeting customer satisfaction and continuous service delivery demands.
DUTIES AND RESPONSIBILITIES
• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across core business applications.
• Assist all users with any logged IT related incident when called upon working to resolve service requests within agreed SLA.
• Take ownership of incident management and problem analysis for major incidents to implement permanent fixes with the aim of restoring service as soon as possible and ensuring root cause analysis documents are completed and presented to key stakeholders within 7 days.
• Accurately record, update and document service requests, problems and change requests using the ITSM system.
• Support the implementation of ITIL ITSM processes and act as a permanent member of Technical Change Board.
• Mentor IT Support Engineers to improve their knowledge and skills and manage the call queues to ensure all service requests are assigned and updated in a timely manner.
• Work with the Service Delivery Manager to create the Skills matrix and ensure all support technicians are trained to the required level.
• Act as project lead when required, ensuring skills matrix is updated and colleagues are trained to the required level.
• Deputise for the IT Service Delivery Manager where necessary.
• Support college activity including Exams and maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Challenge the accepted way of working within WHC Group and encourage colleagues to think differently and innovatively.
• Look for opportunities to automate processes with the aim of driving down repeated incidents or time spent on routine tasks using SCCM, PowerShell and other appropriate tools.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
• Work flexibly across all campuses, creating and take part in out of hours rotas where necessary.
Salary: £31,709.52 per annum
You’ll have the full support of a dynamic team and opportunities to bring your ideas to the role. Training and development are at the heart of everything we do, so you’ll be actively encouraged to upskill.
You can access a wide range of discounts and benefits, including a cycle-to-work scheme, free on-site parking, pension, generous holiday scheme, time off at Christmas, and early finishes on a Friday.
The closing date for applications is Monday 26th May 2025.
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