Role: 2nd Line IT Support (Educational sector)
Location: Mansfield
Salary: £30,000 - £40,000
Hours: 8:30am - 4:30pm
Profile
The 2nd Line IT Support Engineer will be tasked with supporting, investigating, and resolving our MSP client's IT related systems and making sure all issues are dealt with in a timely fashion. This will be working from a client site in the Mansfield area and the role will require periodically visiting other sites in the Mansfield area. The client which the successful candidate will be supporting is in the education sector and as part of a large Education Trust, the Successful Candidate will need to require a Advanced DBS in order to work within the trust, this will be supplied by our client if the candidate doesn't not already have the appropriate clearance.
Key Responsibilities
1. Being the first point of contact for all incoming support calls, emails, and sessions - when necessary
2. Being an escalation point for all escalations coming from apprentice, and 1st line, engineers
3. Ensuring all forms of support call are logged in the system and the client is kept updated
4. Manage incident and request tickets ensuring established SLA's are met
5. Providing support to our clients
6. Help the Helpdesk Management Team with continued business improvements
7. Provide support to the apprentice, and 1st Line, engineers
8. Manage/Maintain all escalations from the apprentice, and 1st line, engineers
9. Communicate daily to clients with open tickets
10. Managing the client's expectations with ongoing tickets
11. Ensure all client related problems are logged correctly
12. Inform the Desktop Team Lead of any tickets requiring escalations
13. Working with client's 3rd party suppliers and vendors when appropriate
14. Adhere to all company policies and procedures
15. Ensuring that all role related KPI's are met
16. Logging, managing, and resolving client IT issues
17. Maintain desktop asset register and configurations
18. Undertake any other reasonable duties as required to meet the needs of the business
Person Specification:
Minimum:
1. Excellent knowledge in Windows 10/11 installation and configuration
2. Good knowledge with iOS/iPadOS/MacOS installation and configuration
3. Exposure to Mobile Device Management (MDM) technologies such as Jamf and Intune.
4. Exposure to Office 365 configuration and management, including Exchange, Teams, Intune and SharePoint/OneDrive
5. Exposure to Office365 Powershell command-lets
6. Exposure to Email filter technologies, such as Mimecast, Barracuda, Sophos Email Gateway
7. Exposure to Microsoft Server OS - 2019/2022/2025
8. 2+ years' experience working with medium-large businesses
9. Good working knowledge of Active Directory - User account creation, group creation, etc
If you feel you have the right skill set and want to work for a growing organisation, then please apply ASAP.
INDIT
Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.
Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
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