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3rd Line IT Service Desk Engineer
Posting date: | 14 August 2024 |
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Salary: | £30,000 to £35,000 per hour |
Hours: | Full time |
Closing date: | 13 September 2024 |
Location: | South East |
Remote working: | On-site only |
Company: | Acorn Care and Education |
Job type: | Permanent |
Job reference: | 252640FAJ |
Summary
Job Title: 3rd Line IT Service Desk Engineer
Location: Remote (Home based with occasional travel to sites)
Responsible to: IT Service Desk Manager
Salary: £30,000 - £35,000 per annum
Hours: Monday - Friday 08:00-16:00pm and on call from 5pm-8am
About the role:
Provide 3rd line support services as part of a team of experienced engineers to assist with the company's progression. Investigate a range of technical issues across all areas of the business, providing fixes, escalating where necessary, and assisting the wider IT teams with their investigations.
Key Accountabilities:
Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
To be the first point of escalation for the 1st and 2nd line support engineers.
Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
Work closely with the IT Service Desk Manager, defining and Service Improvement Plans.
Deputise for the IT Service Desk Manager when required, managing incidents and requests, and ensuring resources are focused on the highest priority tasks.
Liaise with the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
Liaise with the Software and Applications team on application problems, defining and agreeing remediation and/or improvement plans.
Manage and remediate Cyber and Infrastructure P1 incidents.
Configure and maintain user permissions on SharePoint or file servers.
Create and build the knowledge base, sharing knowledge across the service desk and wider IT team.
Identify, recommend and amend inefficient work tasks and processes to improve efficiency.
Package Applications for distribution through InTune or Microsoft System Centre.
Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
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 in remote sites, conducting remote site diagnostics.
Manage server environments.
Support of cloud telephone systems and ensure smooth operation.
Support networking equipment such as routers and switches (Cisco Meraki & Unifi).
The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.
Benefits
Your health and wellbeing are important to us, so you’ll get an exceptional reward package including:
Life Assurance
Pension scheme with options to increase your contributions
“Your Wellbeing Matters” – access to a wide range of first-class mental health support services and physical health checks
And a market-leading benefit offering through our Flexible Benefits Platform, Vista, enables you to choose the package that’s right for you, including:
A wide range of health, wellbeing, and insurance benefits
100’s of discount options valid in the UK and abroad
Cycle to Work Schemes
Electric Car Purchase Scheme
Critical illness cover
We are committed to the safeguarding and promoting the welfare of pupils and young people. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS.