2nd Line IT Engineer in Ascot

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, and quality solutions to schools and colleges. With a team of experienced IT professionals, CTS is dedicated to helping our clients get the most out of their technology.

CTS is looking for a 2nd Line Support Engineer to be based at one of our client sites. 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 is looking for talented and motivated individuals who are eager to learn and grow.

Key Tasks and Responsibilities:

• 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.
• 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.

Qualifications and Skills:

• GCSE Grade 5 or above in Maths and English or equivalent.
• Industry qualifications within the IT sector - Microsoft, 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.

Benefits:

• 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.
• SAGE Employee benefits.
• SAGE Employee assistance program.

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.