2nd Line Engineer

Based on-site Ascot x 3 days, Hassocks x 2 days. Applicants must be willing to travel and have the right to work in the UK, no sponsorship available.

Class Technology Solutions Ltd (CTS) is a leading provider of ICT solutions to the education sector in the UK. With over 20 years’ experience, CTS has a proven track record of delivering high-quality, reliable solutions to schools and colleges. This is an exciting time to join CTS as we grow to enhance our services and offerings. If you are looking for a company where you can make a real impact and be part of something exciting, then we encourage you to join our team.

CTS are looking for a 2nd Line Support Engineer to be based at our client sites covering two areas - Ascot and Hassocks.

• Provide Specialist IT support that ensures the site establishes and maintains high quality learning facilities.
• Assist the Network Manager or Trust Network Manager in the successful operation of the site(s).
• Assist with the training and up-skilling of the CTS staff on site.
• Mentor colleagues.
• Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
• Manage and implement agreed work programmes/practices under the guidance of Senior Staff.
• Monitor and manage stock, cataloguing resources and undertaking audits as required.
• Be aware of and comply with policies and procedures relating to child protection, health, safety and security and confidentiality, reporting all concerns to an appropriate person.
• To be aware of the site’s responsibilities under the Data Protection Act and GDPR for the security, accuracy and relevance of personal data.
• Set up and check hardware and software for normal operation.
• Build and configure networked PCs, this could be a standalone setup or via image deployment.
• Perform maintenance on user accounts, site servers, and cloud platforms.
• Solid understanding of Active Directory, Azure AD, Microsoft 365 administration & Google school/admin.
• Ensure that Helpdesk tickets are updated and resolved in a timely fashion in line with the SLAs.
• Follow standard practices to run network monitoring reports or utilities.
• Update asset lists or equivalent records for hardware and software on site.
• Follow processes and tasks described in sites disaster recovery and maintenance plans.
• Follow instructions to test site backup and malware protection procedures.
• Ensure all jobs are logged within the helpdesk and investigated as required.
• Carry out checks on the systems as guided.
• To work with colleagues and others to maintain health, safety and welfare within the working environment.
• Potential to be assigned to project teams during the holidays under guidance of the senior engineer team.
• Any other tasks that the Technical Management Team, Senior Management, or the Company Directors feel are appropriate.
• There may be a requirement to work beyond normal hours should emergency work / upgrades on IT systems be needed.

• GCSE Grade 5 or above in Maths and English or equivalent.
• Industry qualifications within the IT sector - Microsoft, Google, Cisco, Aruba, Apple, is preferred.
• 2 – 3 years’ experience in an IT helpdesk or IT Support environment.
• Solid understanding of wired and wireless networks and devices.
• Ability to work independently and as part of a team under pressure.
• Impeccable attention to detail and commitment to quality.
• Experience in the education sector is desirable but not essential.
• Technical troubleshooting and problem management skills.
• Interpersonal skills sufficient to assist non-technical users of IT.
• Ability to assess and re-prioritise workloads when circumstances or demands change.
• Ability to take the initiative when necessary.

• Competitive salary and benefits package.
• Opportunity to work on diverse and challenging projects.
• Exposure to a variety of clients.
• Chance to contribute to the company's success and growth.
• Death in Service benefit.
• Company Pension scheme.
• 25 days annual leave (not including Bank Holidays) increasing with length of service, with the opportunity to purchase 5 additional annual leave days.
• SAGE Employee benefits.
• SAGE Employee assistance program.

Applicants must be willing to travel between Ascot & Hassocks. Due to the nature of this role involving visiting education establishments, successful applicants are required to provide an enhanced DBS disclosure. Disclosure expense will be met by CTS.