Senior Technical Support Specialist, Devon, £30,000-£35,000

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[h=1]Senior Technical Support Specialist[/h]

https://uk.indeed.com/job/senior-technical-support-specialist-d13023095434de03

 

Education South West (ESW) is a successful and growing multi-academy Trust. Currently the Trust comprises 13 schools: 5 secondary, 1 all through (primary and secondary) and 7 primary schools, educating 6,000 children. The Trust has a track record of supporting schools which are part of the Trust as well as schools outside of the Trust, with a core aim of making children’s lives better. ESW is nationally recognised as one of the leading Trusts in the country, and leads the South West Institute for Teaching, delivering professional training for newly qualified and experienced teachers across hundreds of schools in the South West; ESW is also accredited to train aspiring teachers to become qualified teachers to commence their career.

As a successful Trust, continued growth is planned, with a number of schools in ongoing discussions with us to join the Trust.

The Finance Director & Chief Operating Officer leads Shared Services, which provides proactive business partnering to the educational leaders of the Trust and the schools steering, driving and managing on their behalf: financial control and planning, payroll, human resource, IT, data analytics and reporting, operations (including estates, facilities and catering), compliance, sustainability, marketing and admissions, capital planning and project delivery. The FD & COO is supported by a Director of Accounting, IT Director, Compliance Director, Data Analytics and Reporting Manager, HR Director and Operations Director who provide consolidated leadership across all of the shared services staff and functions, across all schools and activities of the Trust.

The Shared Services teams have reached an exciting stage of their development; the continuing growth of the Trust combined with ensuring that the quality and consistency of service delivery to existing schools and activities is sustained and developed, continues to create rewarding opportunities which will make a difference.

Do you want to make a difference!

The role: The role reports to the Trust’s Support Team Manager, who reports to the IT Director. The role is a newly created role, providing a focal point of technical support experience and knowledge, enabling the team to sustain and develop the quality and expediency of issue resolution.

IT is an enabler. In the right hands it is an instrument of change, of motivation, of inspiration, providing the player – be that the teacher, the student, the child, or the operations and business staff – with a powerful tool. Education is about people – the delivery of education, creating the best learning environments, to support all children is central to the purpose of the IT team. The key to this door is to provide high quality support, training, guidance and partnering to all staff (and by extension the children) – to ensure that they can all maximise the tool in their hands – to ensure that they understand, and are supported to understand, how to use their device and the software at their fingertips.

This is your opportunity to join a multi-disciplinary IT Customer and Technical Support Team encompassing proactive support and training, project support and implementation, reactive assistance, and system management, monitoring and security.

The IT Customer and Technical Support Team partner with all areas of the Trust, support all of the functional disciplines in the Trust, working with educational leaders and teachers, business and operations teams, and students and parents.

What you will be doing

A role in the IT team at Education South West provides a great opportunity to work in a dynamic, fast paced environment with great opportunity for professional development and training.

The team provide remote and onsite support service to our client base. Part of this will be reactionary technical support but to be able to provide a professional service this will include proactively seeking out where we can improve our service. This will include scheduled visits to our schools without technical staff.

You will be the senior technical support engineer, operating as a member of the support team as well as expanding and extending the technical knowledge and expertise in the team. You will support both IT Support Team Leaders who organise the work of the team of technicians, and will be assigned by them to support both general and specific requirements across the Trust – you complement their technical knowledge, but you are not encumbered with managing and directing other members of the team.

You will provide a point of escalation for members of the team and aid them in dealing with complex issues and technical resolutions. In some cases, you will coach members of the team to improve our customer response and their technical assessment and resolution expertise.

Monitoring key trust systems and processes, and for troubleshooting issues that arise.

Working with the training co-ordinator to deliver training to staff within the trust on existing and newly implemented systems.

Creating clear and concise documentation to aid other members of the team with issue resolution.

Implementation and delivery of a wide variety and scale of projects across the trust, including some that you will plan and manage yourself.

Your experience and aptitude

You have a track record in IT Technical support. You have already developed a wide base of technical knowledge and experience providing you with the toolkit to resolve a high proportion of support issues raised by your customers.

You strive to provide the best customer service with clear communication, good technical knowledge and the passion to go the extra mile to ensure that the customer is satisfied. The successful candidate will have a close eye for detail.

Qualities

Thrives in a support environment

Enjoys communicating and helping people

Professional and positive approach

Self-motivated, organised, and methodical

Strong in building relationships and able to communicate at all levels

Team player, and able to work on own initiative

Flexible attitude and approach

Physically fit – able to carry and move equipment

Skills and Experience

A good understanding of Cyber security

Management of SharePoint and Teams

Application deployment/SCCM

Microsoft Desktop Operating Systems

Printer installation and troubleshooting/Paper Cut

Experience of troubleshooting desktop and laptop issues

Experience of troubleshooting iOS/Android/MDM

Experience of using Active Directory

Demonstrate an understanding of Windows 10/11

Demonstrate an understanding of Office 365, Azure, Exchange Online

Experience of Network troubleshooting

Knowledge of server/switch room equipment

Experience of managed software deployment

Experience of working busy office environment

Virtualisation/Hyper-V configuration and troubleshooting

VLAN management

VPN management

Firewall policy

Microsoft Intune

AD Connect/other sync mechanisms

Group Policy

Backup/Restore Veeam

Enterprise level Wifi system

Windows server environment

Qualifications

At least five GCSEs (or equivalent) at Grade C or above including Maths, English and either IT or Science.

Two A Level or equivalent

Own transport

Current tech qualifications

Contract Details

 

• Salary up to £35,000 depending on experience.
  
• Full time year-round, 37 hours per week.
  
• Generous 25 days annual leave, rising to 29 after 5 years, plus bank holidays
  
• Outstanding pension 21.9% employer contribution
  
• Opportunities for training funded by the Trust
  
• Employee assistance programme supporting mental and physical wellbeing
  
• You will be expected to travel to any of the schools in the Trust from time to time.
  
• You must have access to your own transport (the Trust will insure your car with respect to business use) to execute your job; you will be able to claim mileage.
  

 

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