2nd Line Support Engineer - Remote in Guildford, Surrey

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 our client sites covering two areas - Ascot and Hassocks.

Under the guidance of the Network Manager:

• 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.
• Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience.
• 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.
• Ensure all jobs are logged within the helpdesk and investigated as required.
• Potential to be assigned to project teams during the holidays under the guidance of the senior engineer team.
• There may be a requirement to work beyond normal hours should emergency work/upgrades on IT systems be needed.

Qualifications:

• 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.
• Impeccable attention to detail and commitment to quality.
• Interpersonal skills sufficient to assist non-technical users of IT.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work on diverse and challenging projects.
• 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 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.