IT Services Engineer

We have a fantastic opportunity for an IT Services Engineer based at our beautiful campus in Ullenwood, Cheltenham.

We have a fantastic opportunity for an IT Services Engineer based at our beautiful campus in Ullenwood, Cheltenham.

The role of the service engineer is to support the maintenance and development of the organisation’s IT Services. As part of the IT Services Team, provide a professional and effective customer focused IT Service Desk. You will provide first rate, first and second line Technical Support for customers at National Star across all its sites and for its remote workers.

IT Services underpin the operation of National Star, ensuing we can operate efficiently and safely. Our customers include staff, learners, residents, and visitors. Our network is spread over dispersed geographic locations interconnected by various types of connections, including broadband, leased lines, SHDCs. Key services we deliver include Windows and Office Desktop support, wireless, door access, internet access, telephony, CCTV, LOB applications, file access, and intranet services. As one of our operations is providing 24/7 365-day residential care it is key our services are available, we utilise highly available system design to achieve this alongside a proactive approach.

Principal Tasks

• Manage your own workload to meet deadlines, whilst working well under pressure, recognising the priority of the individual’s issue in the wider context of IT Service delivery ensuring IT Service Levels and Key Performance Indicators are met.
• Your workload is managed through the Service Desk software, where you create, progress and keep up to date the incident or service request with regular updates to the end users. Meanwhile ensuring that asset records of devices are accurate. Metrics are taken from the Service Desk to further enhance the service the IT department gives to the organisation.
• Maintain excellent customer service through a proactive and positive approach using own initiative, knowledge and experience ensuring the customers are communicated to throughout the lifecycle of the support request.
• To contribute to the work of the IT Services Team, including liaising with third part contractors.
• Proactively check equipment, ensuring it is ready for use and utilise monitoring systems to proactively respond to problems.
• Provide first and second line support and fault resolution for IT services, including:
• Office 365
• BYOD devices, including; phones, tablets, laptops, games consoles, TVs
• Network infrastructure, including wired, wireless, ADSL, VPNs, mobile (e.g. 5G)
• Microsoft Teams Telephony and mobile phone telephony
• AV Equipment, including Projectors, Display Screens, Interactive Whiteboards
• Media services, including Digital Signage, live and on demand streaming
• Estates services including Door Access Control, CCTV, Building Management System
• Computer hardware & peripherals including; desktops, laptops, print devices, tablets
• Hardware diagnostics, repairs and upgrades
• Software installations, upgrades, patching
• Client Operating Systems, including Windows
• Software troubleshooting including line of business applications such as SharePoint, FileMaker, DataBridge, Care Control, Nourish & Dayforce
• Remote access, including; ‘always-on VPN’, remote desktop, VPNs, web portals
• Print Devices, including Printers, MFDs
• Maintain the managed printer and MFD fleet, including management of repairs with our third-party printer company.
• Undertake procurement exercises for required services and/or equipment
• Networking troubleshooting & basic changes, including patching, VLANs, wireless, physical installation, client devices
• Setup equipment and provide support for events and presentations, including; projectors, computers, PA’s, video conferencing and video streaming i.e. the yearly leavers event.
• Undertake the physical installation or moves of computers.
• Maintain the inventory of all IT equipment, ensuring that it is asset registered after purchase and all asset attributes are fully recorded.
• Maintain and organise documentation to the highest standards, including production of; system configuration, knowledge base articles, procedures, videos and diagrams
• Provide in-person training.
• Where appropriate identify and escalate support requests to the relevant team member.
• Contribute to team development, meetings, briefings, departmental planning and assessment processes.
• Ensure compliance with all IT-related legislation, internal policies, industry standards and best practice including matters related to data protection, data storage, data transmission and software licences
• To maintain personal and professional development, to meet the changing demands of the role, through participating in appropriate training and development activities and self-research/study to ensure that as many support requests are resolved at the first point of contact as possible.
• To positively promote the IT Services Team, acting as a role model through promoting the activities, values and culture of the organisation.
• Through personal example and action demonstrate commitment to equality and diversity ensuring equality of access and treatment in service delivery.
• To promote and adhere to National Star policies, procedures, values and safeguarding.
• Undertake pre-arranged out of hours support when required, normally taken as time off in lieu
• To undertake such other duties as may be required by the Service desk manager and / or the Head of IT Services.

Do you have experience in Windows?, We ask that you hold You any IT based qualification or relevant experience. Qualifications could be Microsoft certification, ITIL etc and hold level 2 equivalent qualifications in numeracy and literacy.