Job Title: 3rd Line IT Engineer (9 Month Fixed Contract)
Location: Bolton Based with hybrid working (Travel to our Bolton office and school sites within the UK when required)
5 hours per week, Monday to Friday, 8:00am to 4:00pm
Driving is essential for this role
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.
Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
To be the first point of escalation for the 1st and 2nd line support engineers.
Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
Work closely with the IT Service Desk Manager to define and improve processes and implement Service Improvement Plans.
Deputise for the IT Service Desk Manager when required, managing incidents and requests, and ensuring resources are focused on the highest priority tasks.
Liaise with the Software and Applications team on application problems, defining and agreeing remediation and/or improvement plans.
Configure and maintain user permissions on SharePoint or file servers.
Create and build the knowledge base, sharing knowledge across the service desk and wider IT team.
Package Applications for distribution through InTune or Microsoft System Centre.
Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
Provide support for printers, both hardware and software.
Configure devices such as laptops, mobile phones and tablets.
Manage mobile device configurations in Jamf or InTune.
Support Web Filtering.
Support connectivity and hardware in remote sites, conducting remote site diagnostics.
Manage server environments.
Support of cloud telephone systems and ensure smooth operations
Support networking equipment such as routers and switches (Cisco Meraki & Unifi).
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 working knowledge of current software packages and operating systems
~ Experience with service desk products
~ Ability to diagnose faults in the hardware/software/operating systems
~ Holds or is working towards a professional qualification in IT or a related degree (preferred)
Outcomes First Group is the leading provider of specialist education in the UK. We exist to give neurodivergent children and young people access to a great education that caters to their specific needs, abilities and aspirations.
There are three brands in our Outcomes First family: Acorn Education, Options Autism and Momenta Connect. Together, we educate, care for and support children, young people, and adults across the UK, empowering them to be happy and make their way in the world.
Empower every child, whatever their ability, with a world-class education that nurtures potential, inspires lifelong learning, and equips them to thrive in a diverse and evolving world.
We commit to unlocking our pupils’ potential through personalised learning, innovation, and opportunity, supporting growth and aspirations.
Life Assurance
~ Pension scheme with options to increase your contributions
~“Your Wellbeing Matters” – access to a wide range of first-class mental health support services and physical health checks
~ Family Growth Support - inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support.
~ A wide range of health, wellbeing, and insurance benefits
~100’s of discount options valid in the UK and abroad
~ Electric Car Purchase Scheme
~ Critical illness cover
We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS