2nd Line IT Support Engineer

We are seeking a proactive and customer-focused 2nd Line IT Support Engineer to join our growing IT team supporting schools across an Academy Trust based in and around Uttoxeter.

The successful candidate will provide day-to-day technical support to staff and students across multiple school sites, acting as an escalation point for First Line Support and helping to maintain reliable, secure and effective IT services., Technical Support

• Act as an escalation point for incidents and service requests passed from First Line Support.
• Diagnose and resolve issues relating to Windows devices, Microsoft 365, user accounts, printing, network connectivity and educational software.
• Support staff and students with day-to-day IT issues both remotely and on-site.
• Configure, deploy and maintain laptops, desktops, tablets and peripheral devices.
• Support classroom technology including interactive displays, projectors, audio-visual equipment and printing solutions.
• Maintain accurate asset records and technical documentation.
• Escalate complex infrastructure issues to senior members of the IT team when required.

Microsoft 365 Administration

• Administer Microsoft 365 user accounts, licensing and permissions.
• Manage Microsoft Entra ID user accounts and security groups.
• Support Exchange Online, Teams, OneDrive and SharePoint.
• Assist with onboarding and offboarding staff through joiner, mover and leaver processes.
• Support Microsoft Intune device management activities.
• Assist with implementation of security and compliance policies.

Networking Support

• Troubleshoot wired and wireless network issues.
• Support switches, wireless access points, DHCP, DNS and VLAN configurations under guidance from senior engineers.
• Assist with network documentation and monitoring.
• Liaise with third-party suppliers where appropriate.

Education Technology Support

• Support Management Information Systems (MIS) and associated educational software.
• Provide support during examination periods and key school events.
• Maintain classroom and curriculum technology.
• Support safeguarding, filtering and monitoring solutions in accordance with Trust policies.

Team Working

• Work collaboratively with colleagues across all Trust schools.
• Provide excellent customer service to teaching and support staff.
• Contribute to continuous improvement of IT services.
• Share knowledge and best practice with other members of the IT team.
• Participate in team meetings, training and professional development activities.

• Previous experience working within a school, academy trust or educational environment.
• Minimum two years’ experience in an IT support role.
• Experience supporting Microsoft 365 environments.
• Experience troubleshooting Windows 10 and Windows 11 devices.
• Experience supporting printers, classroom technology and educational systems.
• Experience using an IT service desk or ticket management system.

Technical Knowledge

• Microsoft 365 administration.
• Microsoft Entra ID user management.
• Windows 11 / Windows Server
• Active Directory administration.
• Basic networking including:
• TCP/IP
• DNS
• DHCP
• VLAN concepts
• Wireless networking
• Device deployment and management.

Personal Skills

• Excellent problem-solving ability.
• Strong communication and customer service skills.
• Ability to manage competing priorities.
• Professional and approachable manner.
• Commitment to safeguarding and data security.
• Full UK driving licence and access to a vehicle.

Desirable Requirements

• Microsoft 365 Fundamentals (MS-900).
• Microsoft Endpoint Administrator Associate (MD-102).
• CompTIA Network+.
• Cisco CCNA.
• Experience with Microsoft Intune.
• Experience with SharePoint administration.
• Experience supporting MIS systems such as Arbor, Bromcom or SIMS.
• PowerShell knowledge.

Working Arrangements

Salary: £28,000 - £30,000 per annum depending on experience. The top of the range will typically apply to candidates with 3+ years’ relevant experience and/or a relevant certification (e.g. MS-900, MD-102, Network+, CCNA).

Pulled from the full job description

• Annual leave
• Company pension
• On-site parking, Hours: 37.5 hours per week, Monday to Friday, 08:00 - 17:00

Travel: Regular travel between Trust schools required. Team members travel directly to their assigned site each morning; mileage is not paid for this travel.

DBS Check: Enhanced DBS required

Why Join Us?

• Varied role across multiple schools.
• Supportive and collaborative IT team.
• Investment in training and certification.
• Opportunity to develop into a 3rd Line or Network Manager role as part of a growing Trust and IT team.
• Standard Trust pension scheme.
• 25 days annual leave plus bank holidays.
• Laptop provided.
• Varied work with opportunities to learn new skills.
• Meaningful work supporting education and improving outcomes for young people.