We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth.....
We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.
We're on a mission to give our colleagues an amazing work/life balance! We are trailing the four day working week, get paid 100% for 80%!
Job Title: IT Support Field Engineer (Based on Site in South West of England)
Location: Bolton Head Office
Hours: 08:00-16:00 or 08:30/16:30 (Based on Site Preference)
Salary: £33,000 to £35,000 per annum
JOB PURPOSE:
You will provide 2nd and 3rd line support services as part of a wider team of experienced engineers to assist with the company's progression. The post holder would be responsible for assisting, fixing and maintaining general service requests, incidents and problems for multiple sites across the South West of England, escalating where necessary and assisting the wider IT Team with investigations and rollouts of new technology.
KEY ACCOUNTABILITIES:
Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
To be the first point of escalation for the 1st and 2nd line support engineers.
Liaise with the Software and Applications team on application problems, contributing to remediation and/or improvement plans.
Configure and maintain user permissions on Sharepoint or file servers.
Contribute to building the knowledge base, sharing knowledge across the service desk and wider IT team.
Install applications.
Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
Provide support for printers, both hardware and software.
Configure devices such as laptops, mobile phones, and tablets.
Manage mobile device configurations in Jamf or InTune.
Support Web filtering.
Support connectivity and hardware over multiple sites, both on site and remotely.
Support server environments.
Support of cloud telephone systems and ensure a smooth operation.
Support networking equipment such as routers and switches (Cisco Meraki & Unifi).
Acting as the first point of contact for specific sites and managing site relationships.
Work closely with the IT Service Desk Manager, to define and improve processes and Service Improvement Plans.
Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
Liaise with 3rd Line and the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
Manage and remediate Cyber and Infrastructure P1 incidents.
In addition;
Attend meetings and team events as required.
Participate in an annual performance review program.
Work in accordance with all company policies and procedures, especially those relating to Child Protection and Safeguarding, maintaining strict confidentiality appropriate to the role.
Be familiar with Health and Safety issues related to IT equipment use and report any concerns to the Line Manager.
Observe the company's Health and Safety policies relating to the working environment and building security, reporting any issues promptly.
REQUIREMENTS
Technical skills:
Experience with server environments (Windows) (essential)
Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (essential)
Experience with cloud-based solutions (Microsoft 365) (essential)
Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (essential)
Understanding of Jamf and/or Microsoft Intune (essential)
Ability to troubleshoot application issues and perform scripting (essential)
Knowledge of IT security and compliance (essential)
Experience in troubleshooting and supporting hardware and software for various devices (essential)
Understanding of virtualization (preferred)
Experience with VOIP/Telephony solutions (Uboss) (preferred)
Knowledge of network management tools (preferred)
Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)
Experience and Skills:
3 to 5 years’ experience in 2nd/3rd line support role within a technical support desk or MSP (essential)
Holds or is working towards a professional qualification in IT or a related degree (preferred)
Strong knowledge of desktop and server platforms (essential)
Proven experience operating in an ITIL framework (essential)
Strong understanding of IT infrastructure and technical diagnostic skills (essential)
Strong customer service skills (essential)
Proven experience in knowledge sharing and creating knowledge base articles (essential)
Broad technical knowledge of PCs/peripherals and their architecture (essential)
Strong working knowledge of current software packages and operating systems (essential)
Experience with service desk products (essential)
Ability to manage site relationships and act as a first point of contact
Ability to diagnose faults in the hardware/software/operating systems
Contributes to and supports team collaboration
Ability to work well with challenging customers and under pressure
The post holder will be expected to travel to schools and office locations in the UK when required.
The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.
