Support Engineer (Network & Server)

The Support Engineer will provide advanced technical support for technology used within an education setting including servers and wired and wireless networking systems. The role may cover support for Google for Education and Apple (predominantly iPad) systems and associated mobile device management systems such as Lightspeed and Jamf. The ideal candidate will have experience in commissioning Microsoft client/server environments, as well as managing and troubleshooting networking infrastructure such as switches and wireless access points. They will also have a strong customer service ethos, and the ability to work collaboratively within a team and independently. The successful candidate will have a drive to develop their knowledge and be keen to learn new skills in diverse technological areas, and show a passion for investigating new technologies that support the delivery of education in schools, and keep the services that we deliver compliant with current standards.

Key Responsibilities

• Deploy and support Windows server installations, configuring Active Directory, DHCP, DNS, and group policy.
• Manage data migrations including network stored files and locally stored MIS database systems.
• Provide installation and support for network infrastructure, including troubleshooting and resolving incidents related to both wired and wireless networks.
• Triage and diagnose complex networking issues and take appropriate action.
• Provide remote telephone technical support and manage incidents in an incident management system, responding and resolving incidents within an agreed service level agreement.
• Collaborate with 1st/2nd line support, other teams, projects, and external partners to deliver seamless service.
• Maintain accurate documentation to enable effective ongoing support.
• Ensure compliance with security best practices and organisational policies, and awareness of DfE digital and technology guidance around standards for schools.
• Deliver excellent customer service, communicating technical information clearly to non‑technical users.
• Contribute to the continuous improvement of the service by engaging with service development opportunities.

Requirements

• Experience with network monitoring and management tools.
• Strong customer focus and ability to deliver a positive user experience.
• Experience in educational or multi‑site environments.
• Familiarity with ITIL processes and service management tools (e.g., ServiceNow).
• Experience in commissioning Microsoft client/server environments and managing Windows Server deployments.
• Knowledge of local, hybrid and fully cloud server deployments and build image management in Windows Server.
• Understanding of the M365 platform.
• Excellent communication and interpersonal skills, ability to work effectively with all organisational levels, both internally and externally.
• Strong team player who can build strong relationships at all levels of the organisation.
• Ability to meet customer needs and expectations by consistently adhering to and/or exceeding service standards.
• Engagement in new and emerging technologies.
• Ability to resolve customer issues and queries by using fact‑based analysis and selecting the appropriate course of action to produce positive outcomes.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustmentscapita.com or call 07784 237318 and we'll get back to you to discuss.