IT Support Engineer
15th November 2019
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Bellshill - 2nd/3rd line support - RM Education 3 Months
8:30am - 5:30pm
Pay - £COMPETITIVE
Role is to provide 2nd/3rd line support for the client sites from a help-desk. Candidate will be assisting with school infrastructure issues from Bellshill help-desk site, assisting remotely and providing quality customer service, balancing many jobs from different schools.
Management of single and multi-server networks at various school sites UK wide, responding to incident logged by customers via phone, email or online.
Resolution and management of issues for network/equipment failure including hardware and software defined by SLA's.
Update and note accurately all systems and elements used to carry out work activities in a timely fashion.
Manage day-to-day tasks, responsibilities and time ensuring SLA's are achieved.
Maintain professional working relationships with colleagues and customers at all times.
Telephone based technical support experience at 2nd line level
Strong verbal communication skills.
Strong planning, organising and prioritising abilities.
Highly customer focused.
Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery.
Knowledge of most browsers and configuration settings (e.g. proxy) and features (e.g. add-ins / extensions)
Solid understand across the Microsoft 365 and/or Google GSuite productivity and collaboration tools.
Microsoft O365 product portfolio e.g. Exchange Online, SharePoint, Teams
Google G-suite product portfolio e.g. Classroom, Drive, etc Desirable skills
Experience of Microsoft 365 and GSuite Admin Centres/consoles
PowerShell scripting (querying and editing of user accounts, Exchange Online settings, mail policies etc)
Information / Cyber Security awareness and certification
Understanding and practice of ITIL functions and processes
Experience of working within the education sector.