2nd Line IT Service Desk Site Engineer

The post holder will provide 2nd line support services as part of a wider team of experienced engineers to assist with the school’s progression. The post holder would be responsible for assisting, fixing and maintaining general service requests, incidents and problems and primarily based at one site in the Huddersfield area, escalating where necessary and assisting the wider IT Team with investigations and rollouts of new technology., * Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.

• To be the first point of escalation for the 1st and 2nd line support engineers.
• Acting as the first point of contact for specific sites and managing site relationships.
• Work closely with the IT Service Desk Manager, to define and improve processes and Service Improvement Plans.
• Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
• Liaise with 3rd Line and the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
• Liaise with the Software and Applications team on application problems, contributing to remediation and/or improvement plans.
• Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
• Manage and remediate Cyber and Infrastructure P1 incidents.
• Configure and maintain user permissions on Sharepoint or file servers.
• Contribute to building the knowledge base, sharing knowledge across the service desk and wider IT team.
• Install applications

• Experience providing 2nd/3rd line IT support in a service desk, MSP or similar environment.
• Strong knowledge of Windows server environments, Microsoft 365, Azure, Active Directory and Google Workspace.
• Experience supporting cloud-based services, user account management and endpoint management tools such as Microsoft Intune and/or Jamf.
• Good understanding of networking technologies, including LAN/WAN, Cisco Meraki and network security.
• Proven ability to troubleshoot hardware, software and application issues across a range of devices.
• Knowledge of IT security, compliance and ITIL best practices.
• Strong diagnostic, problem-solving and customer service skills.
• Experience creating technical documentation and knowledge base articles.
• Ability to manage multiple priorities, work independently and build effective stakeholder relationships.
• Excellent communication, organisational and teamwork skills.
• Understanding of virtualisation technologies.
• Experience with VoIP/telephony solutions.
• Professional IT qualification or relevant degree.
• Experience with network management and monitoring tools.

We are a highly successful independent school in Yorkshire, providing a future-facing curriculum for the next generation of leaders. Our academic results are exceptional, with a focus on pupil wellbeing and character development at the heart of all we do.

Set in beautiful grounds, we provide children from ages 3-16 a caring, supportive environment in which to learn. Children are inspired from the very beginning of their educational journey in Nursery and Reception, and this continues right through the Pre-Preparatory, Preparatory and Senior School.