Service Desk Engineer

This is a home based role where you twill report in to the Service Desk manager of a successful IT managed service provider. You will take responsibility for schools in Ipswich, Hadley and Sudbury, therefore you must be in commutable distance of these areas. You will travel to school sites on a daily basis to delivery IT solutions and to conduct IT health checks. Mileage will be paid.

Overall, you will support the schools with 1st, 2nd, and 3rd Line support so we are seeking an experienced Service Desk Engineer with experience of the educational environment.

Your role as Service Desk Engineer:

• Manage and assist with Schools visits and IT service tickets.
• Independently resolve tickets and support other engineers ticket work.
• Write high quality procedures and client communication.
• Manage project tickets - including planning, monitoring and completion.
• 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.

The person:

• Full clean driving license is essential
• Experience in School's is desirable to have the knowledge of Schools MIS systems
• M365
• Google Workspace for education
• Server 2016/2019 etc Group policy , AD, DNS
• Wireless and Network Management