As an IT Support Engineer working for a Managed Service Provider (MSP), you will primarily support schools, ensuring their IT systems and infrastructure operate smoothly. This role involves providing both remote and onsite support to meet the unique IT needs of educational institutions. You will deliver a high standard of customer service, ensuring technology supports teaching, learning, and administration effectively. The position includes a company-provided car to facilitate travel to client sites and offers a mix of onsite and remote work.
Key Responsibilities
Client Support
- Act as the first point of contact for IT support requests from school staff, troubleshooting and resolving hardware, software, and network issues.
- Provide tailored IT solutions that align with the operational and educational needs of schools.
- Maintain positive client relationships through effective communication and timely issue resolution.
Onsite and Remote Assistance
- Deliver onsite IT support at client schools, using the company-provided car for travel.
- Perform remote diagnostics and provide resolutions when possible, ensuring minimal disruption to school operations.
Educational Technology Support
- Manage and support the deployment of learning management systems (LMS), educational software, and classroom technology (e.g., interactive whiteboards, projectors, tablets).
System Maintenance and Monitoring
- Perform regular system checks, updates, and maintenance to ensure secure and efficient operation.
- Monitor network performance, troubleshoot connectivity issues, and implement solutions to improve reliability.
Compliance and Safeguarding
- Ensure IT systems comply with data protection regulations (e.g., GDPR) and adhere to safeguarding policies in educational settings.
- Implement and maintain secure access controls and data management practices.
Asset and Vendor Management
- Maintain an inventory of hardware, software, and warranties for client schools.
- Coordinate the procurement, installation, and secure disposal of IT assets.
- Liaise with third-party vendors to resolve escalated issues or arrange warranty repairs.
Documentation and Reporting
- Maintain detailed records of support tickets, solutions provided, and maintenance activities.
- Provide regular reports to clients on the performance and health of their IT infrastructure.
Skills and Qualifications
- Technical Expertise: Strong knowledge of Windows Server environments, Microsoft 365, Google Workspace, networking (LAN/WAN), and troubleshooting hardware/software issues.
- Customer Service: Excellent interpersonal skills with the ability to build trust and maintain strong client relationships.
- Problem-Solving: Analytical mindset with the ability to resolve issues effectively and efficiently.
- Adaptability: Flexible approach to working remotely and onsite, with the ability to manage multiple schools and client priorities.
- Communication: Clear and professional verbal and written communication, especially when dealing with non-technical users.
Preferred Experience
- Previous experience supporting IT systems in educational environments or for school clients.
- Familiarity with safeguarding policies and practices.
- Relevant certifications, such as CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or Google Certified Professional (not essential)
Key Benefits
- Company Car Provided: Facilitates efficient travel to client sites, ensuring prompt onsite support.
- Hybrid Working: Opportunity to work remotely (at office) and onsite based on client needs.
- Career Growth: Exposure to diverse IT environments and the chance to develop skills in managing multiple client networks.
This role offers the opportunity to make a meaningful impact by supporting schools with their IT needs, ensuring technology empowers education effectively.
If any of the above is not met training can be arranged to bring up to level
Right to work is a must and located in the UK, preference living in Harlow or surrounding areas (up to 1 hour)
Job Types: Full-time, Permanent
Pay: £26,436.00-£30,000.00 per year
Benefits:
- Company car
- Company pension
- On-site parking
- Work from home
Licence/Certification:
- FULL UK Driving Licence (required)
Willingness to travel:
Work Location: In person
