It Service Desk Engineer - Hybrid / Remote

Freightserve recruitment are looking for a IT Service Desk Engineer to work with Schools in the Sudbury, Ipswich and Hadleigh areas. The company are a fast growing privately owned company.

The company take great pride in what they do, customer satisfaction is crucial. They also recognise and reward staff performance so below are details on the role and what is expected from it.

About the Department/Team:

This role will report directly to the Service Desk Manager. The Service Desk Team are responsible for delivering a high level of support to our clients, covering a wide variety of packages and platforms. They aim to get it right first time, to meet the expectations of their clients, whilst meeting SLA’s.

Responsibilities:

The Engineer role encompasses elements of 1st, 2nd, and 3rd Line support within Schools. You will need to be a seasoned and reliable professional with exceptional support skills to independently support their Schools customers.

Primary Role Responsibilities:

• Manage and assist with Schools visits and IT service tickets.
• Independently resolve tickets and support other engineers ticket work.
• High level of technical knowledge in areas key to company and their clients.
• Lead / role model -set a positive example in key technical expertise areas.
• Write high quality procedures and client communication.
• Manage project tickets - including planning, monitoring and completion.

Secondary Responsibilities and Tasks:

• Provide 2nd/3rd line technical support to clients and company staff.
• Act as an escalation point for Schools and assist other colleagues in troubleshooting and resolution.
• Maintain a high degree of customer service for all support queries and adhere to all service procedures and SLA’s.
• Arrange for and work with external 3rd party technical support where problems cannot be resolved internally.
• Demonstrate and apply knowledge and experience with IT SaaS infrastructure and security systems.
• Be available for ticket escalation and resolution.
• Resolve complex hardware/software tickets.

Required Skills

· Full clean driving license

· Experience in School's is desirable to have the knowledge of Schools MIS systems (Sims, FMS, Bromcom, Arbor to name some) - Not essential

· 3rd Party App sync with schools MIS

· Microsoft Intune for education

· M365

· Google Workspace for education

· Server 2016/2019 etc Group policy , AD, DNS (all the usual things you would need in business)

· Apple School Manager - Intune / lightspeed/meraki MDM/ Apple configurator (Not a show stopper but desirable)

· Wireless and Network Management

The role will be working 3 days in Schools and 2 days at home.

The company pay 0.45p a mile for first 10000 miles per year.

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry