Support Engineer

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 requires experience with leading ICT brands (such as HP/Aruba, Ubiquiti, Cisco, Windows Server, Apple iOS and Chrome), a strong customer service ethos, and the ability to work collaboratively within a team and independently.

Key Responsibilities

• Provide support for network infrastructure, including troubleshooting and resolving incidents related to both wired and wireless networks.
• Install, configure, and maintain network equipment (broadband equipment, switches, routers, wireless access points).
• Triage and diagnose complex networking issues, escalating to senior engineers or vendors as necessary.
• Monitor network performance, proactively identifying and addressing potential issues to ensure optimal uptime and reliability.
• Collaborate with 1st line support, other teams, projects, and external partners to deliver seamless service.
• Maintain accurate documentation of network configurations, changes, and troubleshooting steps.
• Participate in network upgrades, migrations, and new installations ensuring work is completed to a high standard and thoroughly tested.
• Ensure compliance with security best practices and organisational policies and show awareness and understanding of the DfE guidance around networking standards for schools.
• Deliver excellent customer service, communicating technical information clearly to non-technical users.
• Contribute to the continuous improvement of network services and processes.
• Manage incidents in an incident management system and respond and resolve incidents within an agreed service level agreement.
• Strong understanding of network protocols (TCP/IP, VLANs, routing, switching, wireless standards).
• Confident in triaging and resolving complex network faults.
• 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).

About You

• Excellent communication and interpersonal skills, and the ability to work effectively with all organisational levels, both internally and externally.
• A 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.
• Developing and sustaining productive customer relationships.
• 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.

About Entrust

Entrust is a joint venture between Capita and Staffordshire County Council. We work across the UK in partnership with schools, academies and local authorities to provide specialist expertise around school improvement, learning technologies, and property and support services. We currently work in over 50 local authorities, with 600 schools. Join us and you'll be part of the fastest growing school-to-school support partner in England.

What’s in it for you?

• A competitive basic salary (£28,000).
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more.
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you. At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. 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 reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com.