Support Engineer

Description:

The IT Support Engineer function has an important role to play in helping teachers to teach and learners to learn. As one of a team of IT Support Engineers your role will be to provide a first-class level of support to education users. Working to ITIL best practices you will strive to work collaboratively with the service desk to meet contractual SLA targets, escalating where appropriate but always ensuring that the customer is kept up to date. The role will suit someone who enjoys solving IT problems through excellent troubleshooting and supporting users who may not necessarily have IT backgrounds.

Your key responsibilities:

• To be the customer face of RM, ensuring our customers receive great service.
• To assist the service desk with the delivery of the IT managed support service.
• Provide school-based users with technical assistance and report service issues in accordance with the service desk policies.

Experience

Our ideal candidate would demonstrate the following behaviours.

• Excellent Customer focus, problem solving and time management skills.
• Excellent communication both verbally and written.
• Punctual and able to prioritise own workload.
• Able to diagnose and troubleshoot issues, asking customers relevant questions to get the issue resolved and knowing when to research and when to escalate.
• Able to work well with remote teams and build strong working relationships.

Skills

• Maintenance and support of Desktop & Mobile Devices including Laptops, Chromebooks and Tablets.
• Peripheral Support inc. Printing, Scanning, Interactive Screens, Projectors and Audio/Visual Equipment.
• Basic wired and wireless networking and troubleshooting
• Image build and deploy tools – Microsoft and Apple devices
• Basic Operational knowledge of Microsoft 365 and/or Google Workspace
• Technical knowledge and experience equivalent to CompTIA A+ or similar.
• A working knowledge of ITIL methodology and use of IT service desk ticketing system e.g. ServiceNow would be an advantage.