Desktop Support Engineer

Desktop Support Engineer

Location:

Exceed Academy Trust Schools

Reports To:

First Line Team Leader

Staff Responsibility:
No direct reports

Overview:
To provide IT support service to an Academy Trust and their schools, being predominantly responsible for 1st and 2nd line support, ensuring cases are responded to in line with SLA’s, with a view to providing a productive and safe environment for Teaching and Learning in all schools.

• Provide first and second line support to staff and students across the Trust
• Monitor the Helpdesk systems in place to ensure a prompt response to users’ requests for support
• Support other ICT Technicians, paying particular attention to prioritisation and service level agreements
• Assist with the remote installation and configuration of software applications, demonstrating good industry practice to other team members
• Monitor backup procedures, ensuring no backups are missed or only partially completed and investigate and resolve errors as a matter of priority
• Maintain records and documentation for installed infrastructure in accordance with good practice
• Support Trust staff in using new software and devices effectively and develop online manuals and guides where required
• Contribute to the further development of the Trust’s ICT infrastructure, through the input of ideas and knowledge regarding developments in ICT generally
• Participate in appropriate development training, as agreed

Essential: IT Apprenticeship, GCSE Computer Science, 1 year relevant experience, MS Office skills, Windows Client and peripheral knowledge, Active Directory administration skills, Windows Server Configuration skills including mapped & Shared Drives, Group Policy administration & troubleshooting, Printer Troubleshooting, Wireless Network administration, Office 365 Administration & Management, Experience of Azure, Experience of cloud-based portal administration, Experience of Remote Access Solutions, MS RDS, Sophos MDM, Network (switch) administration, Endpoint Protection administration.

Desirable:
Additional advanced skills not listed.

• Excellent written and verbal communication
• Innovative, highly organised and collaborative
• Eye for detail and accuracy
• Time management skills, manage numerous tasks
• Work on own initiative and within a team environment
• Self-motivated and able to motivate others
• Diplomatic when faced with issues

• Willing to undertake further training to fulfil the requirements of the role
• Willing to work additional hours to meet the demands of the role
• Satisfactory Enhanced DBS Clearance
• Full Driving Licence with Car Insurance for Business Usage (or reasonable adjustment)