IT Support Field Engineer

Provide 2nd/3rd line support services as part of a wider team of experienced engineers to assist with the company’s progression. The post holder would be responsible for assisting, fixing and maintaining general service requests, incidents and problems for multiple sites across the East Midlands region, 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 1^st and 2^nd 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 3^rd 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.

· Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD/Google Workspace/Google Classroom).

· Provide support for printers, both hardware and software.

· Configure devices such as laptops, mobile phones, and tablets.

· Manage mobile device configurations in Jamf or InTune.

· Support Web filtering.

· Support connectivity and hardware over multiple sites, both on site and remotely.

· Support server environments.

· Support of cloud telephone systems and ensure a smooth operation.

· Support networking equipment such as routers and switches (Cisco Meraki & Unifi).

In addition;

Attend meetings and team events as required.

· Participate in an annual performance review program.

· Work in accordance with all company policies and procedures, especially those relating to Child Protection and Safeguarding, maintaining strict confidentiality appropriate to the role.

· Be familiar with Health and Safety issues related to IT equipment use and report any concerns to the Line Manager.

· Observe the company’s Health and Safety policies relating to the working environment and building security, reporting any issues promptly.

· Adhere to Data Protection regulations, maintaining strict confidentiality.

· Promote and practice equal opportunities, working positively towards anti-discriminatory and anti-racist practices.

· Demonstrate a willingness to learn and develop personal skills through ongoing training provided by the company or externally, subject to company approval and agreement with the Line Manager.

• Experience with server environments (Windows) (essential)
• Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure/Google Workspace) (essential)
• Experience with cloud-based solutions (Microsoft 365/Google) (essential)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (essential)
• Understanding of Jamf and/or Microsoft Intune (essential)
• Ability to troubleshoot application issues and perform scripting (essential)
• Knowledge of IT security and compliance (essential)
• Experience in troubleshooting and supporting hardware and software for various devices (essential)
• Understanding of virtualization (preferred)
• Experience with VOIP/Telephony solutions (Uboss) (preferred)
• Knowledge of network management tools (preferred)
• Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred), * 3 to 5 years’ experience in 2^nd/3^rd line support role within a technical support desk or MSP (essential)
• Holds or is working towards a professional qualification in IT or a related degree (preferred)
• Strong knowledge of desktop and server platforms (essential)
• Proven experience operating in an ITIL framework (essential)
• Strong understanding of IT infrastructure and technical diagnostic skills (essential)
• Strong customer service skills (essential)
• Proven experience in knowledge sharing and creating knowledge base articles (essential)
• Broad technical knowledge of PCs/peripherals and their architecture (essential)
• Strong working knowledge of current software packages and operating systems (essential)
• Experience with service desk products (essential)
• Ability to manage site relationships and act as a first point of contact
• Attention to detail, ability to follow processes, and take ownership of tasks or issues
• Excellent communication, organisational and interpersonal skills
• Ability to learn, prioritize workload, and meet tight deadlines
• Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically
• Ability to diagnose faults in the hardware/software/operating systems
• Contributes to and supports team collaboration
• Ability to work well with challenging customers and under pressure

The post holder will be expected to travel to schools and office locations in the UK when required.

• Life Assurance
• Pension scheme with flexible contribution options
• “Your Wellbeing Matters” - mental and physical health support
• Family Growth Support, including enhanced maternity and paternity leave
• Flexible benefits via Vista, including discounts, Cycle to Work, Electric Car Scheme, critical illness cover, and more

We are committed to safeguarding and promoting the welfare of children and young people. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS.

We are an Equal Opportunities Employer.

We reserve the right to close the vacancy early if a high volume of suitable applications is received. Outcomes First Group is committed to a fair, thorough, and efficient recruitment process in line with Keeping Children Safe in Education. While we aim to keep applicants informed, we do not accept liability for any loss of earnings or costs incurred due to delays or changes in compliance processes. All stages are subject to safeguarding checks and statutory requirements, which may affect timescales.

We’re the UK’s largest independent provider of high-quality special needs education, empowering every child to thrive through personalised learning and opportunity, Outcomes First Group is the UK’s largest independent provider of high-quality special needs education, operating across England, Scotland, and Wales.

Our divisional brands include Acorn Education, Options Autism, Blenheim Schools, and Momenta Connect.

By joining our central teams, you’ll help shape strategy, provide expert support, and drive continuous improvement across a growing organisation renowned for quality, impact, and innovation. We value collaboration, professionalism, and creativity, offering the opportunity to influence change at scale while staying true to our core values of care, aspiration, and inclusion.