IT Support Engineer – Contract

Are you passionate about providing exceptional IT support services? Do you thrive in a customer-focused environment where your technical expertise can make a real impact? If so, we have an exciting opportunity for you!  Long term contract role – salary / pay rate up to £28-32k DOE.

We are seeking a talented IT Support Engineer to join our dedicated team. In this role, you will play a vital part in supporting the IT infrastructure within schools while delivering excellent customer service.

Key Responsibilities:

✓ Attend school sites to fulfil customer requests promptly and efficiently.

✓ Provide second line technical support, ensuring the installation and maintenance of system software.

✓ Strive to meet and exceed performance targets and SLAs.

✓ Offer specialized technical support in areas such as networks, servers, information integration, security controls, and web solutions.

✓ Deliver technical services remotely or on-site while safeguarding customer data and maintaining integrity.

✓ Foster strong customer relationships by liaising with relevant stakeholders.

✓ Manage change control documentation and take ownership of service incidents until resolution, escalating when necessary.

✓ Occasionally provide first-line support, including user account administration, Active Directory support, software usage, compliance, ICT procurement, and data recovery.

✓ Provide statistical data and relevant information for performance reports and management insights.

✓ Stay up-to-date with evolving technical knowledge and industry trends.

✓ Identify, register, and categorize incidents following established procedures.

✓ Respond to a wide range of service requests, offering information and facilitating resolution.

✓ Conduct first-line investigation and diagnosis, promptly escalating unresolved incidents and problems as required.

✓ Maintain accurate and up-to-date records of hardware and software configurations.

✓ Contribute to the creation of comprehensive support documentation.

Qualifications and Skills:

✔ Bachelor's degree in a relevant discipline or equivalent industry experience.

✔ Prior experience in IT support within schools is desirable.

✔ Proficient understanding of IT/IS infrastructure, operating systems, configurations, and IT applications and service processes.

✔ Familiarity with incident management tools and their applications.

✔ Knowledge of service level agreements (SLAs) and their relationship with OLAs and underpinning contracts.

✔ Awareness of risk management, business impact analysis, countermeasures, and contingency arrangements related to IT service disruption.

✔ Understanding of corporate, industry, and professional standards, policies, regulations, compliance, and codes of conduct associated with the role.

Don't miss this exciting opportunity. Apply now!