Are you a driven, ambitious and professional IT Support Engineer that is looking for growth, rewards to match and to join a company that makes a big difference to the lives of learners? Joskos Solutions is the ICT partner that schools can trust, delivering outstanding service and support whilst keeping education at the heart of what we do. Our vision is to become the UK’s most trusted provider of ICT support and Infrastructure Services to schools and other educational organisations - a provider of outstanding service at every level, delivering award-winning service that are used as a benchmark for the education ICT sector. We want to be the ICT partner that schools can trust and turn to for everything ICT-related, always combining service and relationship longevity into the solutions and service that we take pride in delivering. Key Job Responsibilities The ICT Support engineer (3 rd Line) will be a point of escalation for the 2 nd line engineer queries with a combination of leadership and support to the Service Delivery Manager. Will be the link between various departments to provide continuous improvement of ICT services to the business by delivering ICT related Services and Projects as part of the Services team and reporting to the Service Delivery Manager. Using the ITIL v3 lifecycle to improve existing and new ICT service activities. 3rd Line Support Providing Technical Support to schools Ensuring continuity, efficiency and enhancing ICT networks Management and maintenance of client network environments. Liaising with the Service Desk team as a technical escalation point for Site Engineers. Conduct network surveys and assessments. 3rd Line remote escalation for technical issues Managed Services Engineers Reviewing, updating and managing service levels to support the engineers in business outcomes. Will be the technical escalation point for Service engineers. Maintaining excellent ICT customer service ethos at all times and being the first point of contact to the managed service team. Managing existing SLA’s and a number of assigned accounts. Assist with regular client service review meetings to ensure the service provided meets Joskos’ high standards and identify upselling opportunities Manage and take ownership of service review meeting outcomes, and implement any agreed changes. Liaise with key ICT contacts on long term ICT strategy. Supporting the Service Delivery Manager with scheduling and resource management. Setting up, attending and contributing to Service reviews, Change advisory, Project board and related ICT meetings with a view to supporting improved ICT services to the business. Ensuring all Incident and Problem Management processes provide swift progress in liaison with key technical staff, ICT infrastructure vendors and suppliers. To manage and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements. Skills & Experience Experience supporting and deploying Apple IOS devices on a Windows network Intune MDM SME Customer facing experience of working directly with customers and ICT staff, vendors and suppliers. Good ITIL knowledge and the ability to assist in applying and developing ITIL processes in a medium sized technical services department. Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influencing relationships with a wide range of stakeholders Solid technical experience in infrastructure management. Management of an ICT service department in an outsourced environment. Strong oral and written skills with ability to clearly communicate. Able to work with minimal supervision Proactive, tenacious approach to problem solving. Ambitious, innovative, self-motivated and target driven. Ability to travel across geographically diverse sites Education & Certifications Technology related university Degree. ITIL Certified, at least to Foundations Level. Microsoft and other related certifications NB: The applicant will be required to complete an enhanced DBS check application