1st / 2nd Line Service Desk Technician (Education Sector Support) Merseyside (On-Site at Primary Schools)Full-Time | 08:30 - 16:30 | Term-Time Working Hours Are you a proactive and customer-focused IT professional looking to make a real difference in the education sector? We’re looking for a 1st / 2nd Line Service Desk Technician to join our expanding technical team, supporting primary schools across Merseyside. As part of a friendly and experienced 20-person tech team (10 based locally), you’ll be the face of our client’s IT support, working on-site at schools and delivering outstanding service to help staff and pupils thrive in a tech-enabled learning environment. Key Responsibilities: Day-to-day Support Provide 1st and 2nd line technical support via our service desk (Freshdesk) and Remote Monitoring tools (Atera) Maintain and support offsite backup solutions (Altaro & MBS), and ISP filtering systems (Smoothwall) Respond to service desk queries, track issues through to resolution, and ensure client satisfaction Proactively monitor and maintain antivirus, patching, and backup systems across client sites On-Site School Support Act as the main point of contact for IT support at primary schools Deliver hands-on support for Microsoft, Apple, and Google MDM/cloud solutions Schedule and communicate technician visits, ensuring punctuality and professionalism Document recurring issues and create internal knowledge base materials Team Collaboration & Reporting Attend regular technical team meetings and share service desk performance updates Produce weekly management reports on service calls and trends Assist with internal IT projects and pre-rollout equipment builds Promote additional IT services to schools and support the sales team with technical advice What We’re Looking For: Technical Skills & Experience Experience in 1st/2nd Line IT support Working knowledge of Freshdesk, Atera, Smoothwall, Microsoft/Google admin consoles Strong troubleshooting skills and proactive system monitoring abilities Comfortable working independently on-site and liaising with teaching and admin staff Personal Attributes Excellent communication and interpersonal skills Highly organised with the ability to manage multiple priorities Initiative-driven and solution-focused with strong attention to detail Reliable and professional with excellent timekeeping A team player with a positive, can-do attitude Why Join Us? Make a real difference in local schools through hands-on support Join a supportive and experienced team of IT professionals Be part of a growing company that values innovation, development, and service excellence Enjoy consistent working hours with term-time-friendly schedules Ready to take the next step in your IT career and help shape the future of education technology in Merseyside? Apply now and become part of the journey