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- Tasks: Provide 1st/2nd line IT support in primary schools, ensuring tech runs smoothly.
- Company: Join a growing company dedicated to enhancing education through technology.
- Benefits: Enjoy term-time hours, a supportive team, and opportunities for professional growth.
- Why this job: Make a real impact in local schools while developing your IT skills.
- Qualifications: Experience in IT support and strong troubleshooting skills are essential.
- Other info: Work on-site at schools and collaborate with a friendly tech team.
The predicted salary is between 28000 - 42000 £ per year.
Are you a proactive and customer-focused IT professional looking to make a real difference in the education sector? We’re looking for a 1st / 2nd Line Service Desk Technician to join our expanding technical team, supporting primary schools across Merseyside.
As part of a friendly and experienced 20-person tech team (10 based locally), you’ll be the face of our client’s IT support, working on-site at schools and delivering outstanding service to help staff and pupils thrive in a tech-enabled learning environment.
Key Responsibilities:- Provide 1st and 2nd line technical support via our service desk (Freshdesk) and Remote Monitoring tools (Atera)
- Maintain and support offsite backup solutions (Altaro & MBS), and ISP filtering systems (Smoothwall)
- Respond to service desk queries, track issues through to resolution, and ensure client satisfaction
- Proactively monitor and maintain antivirus, patching, and backup systems across client sites
- Act as the main point of contact for IT support at primary schools
- Deliver hands-on support for Microsoft, Apple, and Google MDM/cloud solutions
- Schedule and communicate technician visits, ensuring punctuality and professionalism
- Document recurring issues and create internal knowledge base materials
- Attend regular technical team meetings and share service desk performance updates
- Produce weekly management reports on service calls and trends
- Assist with internal IT projects and pre-rollout equipment builds
- Promote additional IT services to schools and support the sales team with technical advice
- Experience in 1st/2nd Line IT support
- Working knowledge of Freshdesk, Atera, Smoothwall, Microsoft/Google admin consoles
- Strong troubleshooting skills and proactive system monitoring abilities
- Comfortable working independently on-site and liaising with teaching and admin staff
- Excellent communication and interpersonal skills
- Highly organised with the ability to manage multiple priorities
- Initiative-driven and solution-focused with strong attention to detail
- Reliable and professional with excellent timekeeping
- A team player with a positive, can-do attitude
- Make a real difference in local schools through hands-on support
- Join a supportive and experienced team of IT professionals
- Be part of a growing company that values innovation, development, and service excellence
- Enjoy consistent working hours with term-time-friendly schedules
Ready to take the next step in your IT career and help shape the future of education technology in Merseyside? Apply now and become part of the journey!
1st / 2nd Line Service Desk Technician employer: April Faith Recruitment Ltd
Contact Detail:
April Faith Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Service Desk Technician
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as Freshdesk and Atera. Having hands-on experience or even a basic understanding of these platforms can set you apart during the interview.
✨Tip Number 2
Research the primary schools in Merseyside that you will be supporting. Understanding their unique challenges and how technology can enhance their learning environment will demonstrate your commitment to making a difference.
✨Tip Number 3
Prepare examples of how you've successfully resolved technical issues in the past, especially in a customer-facing role. This will showcase your troubleshooting skills and ability to communicate effectively with non-technical staff.
✨Tip Number 4
Emphasise your teamwork and collaboration skills during the interview. Highlight any experiences where you've worked closely with others to achieve a common goal, as this role involves being part of a larger tech team.
We think you need these skills to ace 1st / 2nd Line Service Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st and 2nd line IT support. Include specific examples of your troubleshooting skills and familiarity with tools like Freshdesk and Atera.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for supporting the education sector. Mention how your proactive approach and communication skills can contribute to the success of primary schools.
Highlight Technical Skills: In your application, emphasise your technical skills, particularly your experience with Microsoft, Apple, and Google MDM/cloud solutions. This will demonstrate your capability to handle the responsibilities outlined in the job description.
Showcase Team Collaboration: Mention any previous experiences where you worked as part of a team, especially in a technical environment. Highlight your ability to communicate effectively with both technical and non-technical staff.
How to prepare for a job interview at April Faith Recruitment Ltd
✨Show Your Customer-Focused Attitude
As a 1st/2nd Line Service Desk Technician, you'll be the face of IT support in schools. Make sure to demonstrate your proactive and customer-focused approach during the interview. Share examples of how you've gone above and beyond to help users in previous roles.
✨Highlight Technical Skills
Be prepared to discuss your experience with tools like Freshdesk, Atera, and Smoothwall. Mention specific scenarios where you successfully troubleshot issues or maintained systems. This will show that you have the technical know-how required for the role.
✨Emphasise Team Collaboration
Since you'll be working as part of a larger tech team, it's important to highlight your ability to collaborate effectively. Talk about past experiences where you worked with others to solve problems or improve processes, showcasing your team player mentality.
✨Demonstrate Communication Skills
Excellent communication is key in this role, especially when liaising with teaching and admin staff. Prepare to discuss how you’ve communicated complex technical information in an easy-to-understand manner, ensuring everyone is on the same page.
