IT Helpdesk and Systems Engineer in Marlborough

Key Purpose of the Role: The Helpdesk and Systems Engineer is a senior technical member of the IT Department, working alongside the Security and Systems Engineer and the existing Helpdesk and Systems Engineer as a peer within the College's senior engineering team. This role gives the department a third senior technical post, adding delivery capacity across the team and taking ownership of an area not currently covered by the other two roles: the College's telephone system, network switching and configuration, its Microsoft Intune and Group Policy environment, the management and packaging of software applications for deployment to pupils and staff via the Company Portal, and cross-team project delivery. Working alongside the Security and Systems Engineer, the postholder also helps manage Guardis, the College's door access control system. The postholder leads cross-team technical projects, provides additional second and third-line escalation capacity to relieve pressure on the Security and Systems Engineer and the existing Helpdesk and Systems Engineer, and provides some administrative support to the Director of IT (for example with procurement processing, reporting and documentation) to help the wider department run smoothly day to day. The postholder also leads on IT asset management across the department and on the technical provision and support of devices for internal and public examinations, working closely with the Examinations Officer and the wider IT team. The postholder is responsible for the day-to-day supervision, mentoring and task allocation of the IT Support Specialists and IT Apprentices. The Director of IT is line manager for all IT Department staff. Key Responsibilities: Customer Service and Service Excellence: Be a proactive member of the helpdesk, delivering and exceeding expectations on the defined service excellence framework Attain excellent feedback from staff surveys and maintain timely support in line with SLAs Telephone System: Lead the IT

• Be a proactive member of the helpdesk, delivering and exceeding expectations on the defined service excellence framework Attain excellent feedback from staff surveys and maintain timely support in line with SLAs Telephone System: Lead the IT
• team on the technical management, configuration and lifecycle of the College's telephone (VoIP) system, working with external suppliers as required
• Troubleshoot and resolve escalated telephony issues, acting as the department's primary point of contact for telephony matters Networking and Switch Configuration: Configure, manage and maintain the College's network switches, including VLANs, port configuration, firmware updates and configuration backups Support the ongoing management of the College's wired and wireless network, including the Juniper/Mist environment Monitor network performance and availability, and troubleshoot and resolve escalated network issues Work with the Security and Systems Engineer and external partners on network changes, ensuring they meet the College's security and change management requirements Intune and Group Policy Management: Manage the College's Microsoft Intune environment, including device compliance policies, configuration profiles and
• enrolment
• Manage and maintain Active Directory Group Policy Objects (GPOs) across the College's device estate Ensure device and policy configuration aligns with the College's cybersecurity and safeguarding requirements, working with the Security and Systems Engineer as needed Application Management: Manage the College's software applications across the device estate, including installation, updates, configuration and troubleshooting Build, test and maintain application packages for deployment via the Company Portal (Microsoft Intune) to pupils and staff Access Control (Guardis): Work alongside the Security and Systems Engineer to manage and maintain Guardis, the College's door access control system Administer user access and permissions on Guardis, troubleshoot faults, and liaise with the supplier as required

Qualifications

• . Bachelor's degree in information technology, computer science or information systems, or equivalent industry experience
• . Relevant vendor or professional certifications (e.g. Microsoft, ITIL, PRINCE2/Agile project management)

Experience

• . Experience of managing internal and/or external IT projects from inception to completion
• . Extensive experience in network and systems management, including wired and wireless infrastructure
• . Strong understanding of network security principles, systems integration, VPNs, firewall and switch configurations
• . Experience of IT asset management, including maintaining an asset register, lifecycle planning and licence compliance
• . Experience with telephony/VoIP systems
• . Experience managing Microsoft Intune and Group Policy (GPO) in an enterprise or school environment
• . Experience packaging and deploying software applications via Microsoft Intune/Company Portal or similar MDM tooling
• . Experience of working in a school or other regulated environment
• . Experience with access control/door entry systems (e.g. Guardis or similar)
• . Previous experience configuring and managing enterprise-grade switches and routers
• . Experience supporting IT for internal or public examinations (e.g. JCQ ICT requirements for computer-based tests)

• Strong management and people development skills
• Understanding of ITIL practices
• Demonstrates a commitment to safeguarding and ensuring the welfare and wellbeing of all pupils in the College
• Excellent verbal and written communication skills
• Approachable and confident demeanour
• Positive and proactive approach with the confidence to support new initiatives
• Flexibility to adjust to change and development
• Ability to work as part of a team, building strong working relationships with all colleagues, including senior management
• Ability to organise, work independently and problem solve
• Ability to handle confidential information with complete discretion
• Self-motivated and capable of working with minimum direction

• Joining a professional and experienced IT Department.
• Consistent hours.
• The option to join the College Pension Scheme.
• Onsite parking.
• Refreshments are provided and meals are available whilst at work.
• Staff access to Sports Facilities including the swimming pool and gym.
• Training and development opportunities.
• Other benefits include the Cycle to Work Scheme, Green Car Benefit, BUPA Cash Plan, Home & Tech via BHN Extras.

#J-18808-Ljbffr