IT Support Engineer

Job Title: Senior ICT Technician

Duration: Contract until the end of July 2024

Location: Liverpool (4 day a week contract role, fully onsite)

IR35 Status: Inside IR35

Urgency: Immediate start, enhanced DBS required or must be willing to obtain one.

Summary: The Senior ICT Technician will provide customer-focused ICT support services. This role involves maintaining service delivery standards and providing hardware and software support to ensure high service levels.

Systems & Facilities:

• Mixed Microsoft and Apple domain
• ~800 HP laptops and MacBooks, 150 desktops, 130 iMacs, 50 servers
• Cisco VOIP phone system
• Classrooms with interactive whiteboards, data projectors, and audio systems
• HP switches throughout LAN infrastructure
• Microsoft Windows 2008 R2, Office, Exchange and SharePoint 2010, Symantec Backup Exec 2012, Smoothwall, SIMS, Meru wireless, EasyTrace cashless catering

Key Responsibilities:

• Provide first and second-line technical support in a Service Desk environment
• Manage incidents assigned to second-line support within agreed SLA
• Escalate unresolved incidents and report third-party service requirements
• Record and update problems in the Service Management Systems (SMS)
• Support Service Manager with status updates and additional duties as required
• Ensure compliance with security requirements and Change Control Procedure
• Monitor call queues and ensure SLA compliance
• Make recommendations for service and performance improvements

Key Requirements:

• Proficiency in Microsoft Desktop Operating Systems and applications
• Knowledge of Active Directory, Group Policy, TCP/IP, DNS, DHCP, and VLANs
• Experience with call management systems and working to SLAs
• At least two years' experience in the education sector
• Mentoring junior staff experience is advantageous

Interpersonal and Communication Skills:

• Excellent verbal and written communication skills
• Ability to communicate technical issues to non-technical staff and students
• Strong customer relations skills
• Proactive and able to work unsupervised
• Willingness to share knowledge and stay updated on new technologies