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We are looking to recruit a full-time Senior Support Engineer within our Service Delivery team.
We are looking for an appropriately qualified and experienced individual to work within our IT & Systems team across our campuses in Watford, Luton and Hemel Hempstead.
You'll work alongside a team to provide technical support for curriculum implementation and business operations. It's important to have strong troubleshooting skills at a second-line level, along with hands-on experience in installing, configuring, and resolving issues with hardware and software.
You should also be confident in diagnosing problems, evaluating situations, and coming up with effective solutions.
The role requires the ability to work both independently and as part of a team, as well as within the wider organisation. Good communication and time management skills are essential. Relevant qualifications and prior experience in a similar role are required.
Qualifications/Expertise required:
- HNC / HND / Degree / professional technical qualification in a technical IT-related subject
- ITIL Foundation Certificate
- Microsoft Configuration Manager
- Azure AD and Intune
Technical skills: Knowledge of Windows 11, MacOS, IOS/Android devices, multifunction printers, Active Directory, networking, SCCM and Intune Deployment/Reporting,
Non-technical skills: Working knowledge of ITIL processes for Incident, Problem and Change management, Hardware Asset management, and service desk applications.
You'll have the full support of a dynamic team and opportunities to bring your ideas to the role. Training and development are at the heart of everything we do, so you'll be actively encouraged to upskill.
You can access a wide range of discounts and benefits, including a cycle-to-work scheme, free on-site parking, pension, generous holiday scheme, time off at Christmas, and early finishes on a Friday.
MAIN PURPOSE OF JOB
To deliver day to day IT Business as Usual (BAU) support services, also, to support the IT Service Delivery Manager in improving WHC Group IT support services. The role of the Senior Support Technician is to provide second line support for all staff and students at West Herts College Group. A Senior Support Technician is responsible for resolving complex support requests with computer hardware, software, and network systems, as well as meeting customer satisfaction and continuous service delivery demands.
DUTIES AND RESPONSIBILITIES
* Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across core business applications.
* Assist all users with any logged IT related incident when called upon working to resolve service requests within agreed SLA.
* Take ownership of incident management and problem analysis for major incidents to implement permanent fixes with the aim of restoring service as soon as possible and ensuring root cause analysis documents are completed and presented to key stakeholders within 7 days.
* Accurately record, update and document service requests, problems and change requests using the ITSM system.
* Support the implementation of ITIL ITSM processes and act as a permanent member of Technical Change Board.
* Mentor IT Support Engineers to improve their knowledge and skills and manage the call queues to ensure all service requests are assigned and updated in a timely manner.
* Work with the Service Delivery Manager to create the Skills matrix and ensure all support technicians are trained to the required level.
* Act as project lead when required, ensuring skills matrix is updated and colleagues are trained to the required level.
* Deputise for the IT Service Delivery Manager where necessary.
* Support site activity including Exams and maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
* Challenge the accepted way of working within WHC Group and encourage colleagues to think differently and innovatively.
* Look for opportunities to automate processes with the aim of driving down repeated incidents or time spent on routine tasks using SCCM, PowerShell and other appropriate tools.
* Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
* Work flexibly across all campuses, creating and take part in out of hours rotas where necessary.
GENERAL AND COLLEGE RESPONSIBILITIES
* Participate actively and flexibly in a range of site-wide activities, such as duty rotas, enrolment and marketing events and staff and student activities.
* Participate in training and team development activities, to develop skills and knowledge.
o Undertake Continued Professional Development (CPD) to maintain up to date skills and awareness of current trends and industry direction
* All employees have a general duty in law to take reasonable care for the health and safety of themselves and of other persons who may be affected by their acts or omissions.
o Understand and be committed to the Health and Safety Policy statement and the site safety priorities and be aware of their contribution to such priorities within their job role.
* Demonstrate commitment and enthusiasm to promote the principle of equality and diversity in employment and service delivery:
* Be familiar with Safeguarding requirements as outlined in the Safeguarding Policy and comply with its requirements to safeguard and protect the welfare of children, young people and vulnerable adults.
* Undertake such additional duties or projects as the Director of IT and Systems or line manager may determine from time to time.
Connect2Employment is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Employment is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.
