1st Line Technical Support
Role details
Job location
Tech stack
Job description
The role of 1st IT Engineer is to support both staff and students at Papplewick School. This is a fully on-site role., To provide a professional 1st line technical advisory, diagnostic and repair support service to all teaching staff and pupils within a busy support desk environment, via telephone and email.
To log calls on ConnectWise and if escalated, own them through to resolution.
To monitor/manage calls queues to ensure all incidents are dealt with within agreed SLA timescales, escalating where required to ensure that timescales are met.
To ensure that the escalation process is adhered to at all times and that the customer is fully updated on the status of all ongoing problems and escalations.
To ensure compliance with both the school's and European Electronique's security policies and protocols.
To complete additional ad hoc project work, as required.
To assist the Service Management team by carrying out reasonable requests for additional duties as and when required.
To make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.
Requirements
Do you have experience in macOS?, CompTIA A+ certification or equivalent experience.
Good working knowledge of Windows Desktop operating systems and Microsoft 365 environments.
Good working knowledge of Microsoft Server Operating Systems and core server applications such as Active Directory.
Good working knowledge of MacOS, iOS and Android Operating systems.
Good understanding of network fundamentals, including TCP/IP, DNS, DHCP, and VPNs, with the ability to troubleshoot connectivity issues.
Good understanding of supporting desktops, laptops, tablets, phones, printers and AV equipment.
Familiarity with device imaging, software installation, and patch updates.
Ability to communicate technical issues to non-technical customers and users with a wide range of experience and abilities.
Be able to work proactively, unsupervised and using your own initiative.
Excellent interpersonal, verbal and written communications skills.
Desirable Criteria
Prior experience of working in an education or service desk environment.
Relevant Microsoft qualifications an advantage.
Understanding of MDM systems such as Jamf or Intune
Willingness to keep abreast of new developments in software and hardware, and to undertake technical certifications.
