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Specialist Support Officer

2 months ago

England, United Kingdom Education Horizons Full time

Education Horizons is Australia’s largest EdTech company, providing software for over 2200 schools and 3 million school users in more than 60 countries across Australia, UK, Europe, Asia, the Middle East, Africa and New Zealand.

We are setting out on a journey to change the lives of children, their families and teachers by creating a first of its kind, end-to-end school experience and management platforms.

We have truly flexible working and loads of great perks.

In this role you would join our technical specialists who help our clients achieve a smooth transition to Education Horizons products, integrations with other tools and vendor products including reporting tools to provide rich insights into their school’s and students’ success.


As a member of this team you will support the establishment, product updates, and infrastructure changes where our clients may not always have this expertise in-house. Provides an advanced level of technical support and assistance to our clients, focussing on database and infrastructure aspects, in multiple hosting configurations.
Calls upon the expertise of support team colleagues to provide assistance when required to ensure cases continue to progress in line with SLA commitments.
Educates and provides recommendations to clients to improve client usability, performance, and customer satisfaction.
Performs job role and responsibilities to its fullest potential, ensuring continuous improvement and contribution to high CSAT ratings and a positive Net Promoter Score (NPS).
Assists the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
Responsible for daily operations of phone service for our clients, including answering inbound calls via the support line
Working within the Education Horizons Information Security Management System and policies.
Provides process improvement ideas and suggestions that help improve the overall support delivered to clients.
Provides support and guidance to Support Analysts to ensure efficient resolution of cases.


Microsoft Windows Server and Active Directory
Microsoft SQL Server – Operations and Tuning (Intermediate to Advanced)
Microsoft Office Products including M365 – Configuration and Usage
Web Services including Microsoft IIS – Installation and Usage
Network, firewall and VPN technologies – Good Understanding
Server, virtualisation, and storage technologies – Good Understanding
Proven ability to diagnose and resolve complex website issues related to site and service configuration, application or security errors, and performance bottlenecks
Ability to diagnose web infrastructure from the perspective of a browser, using client tools like Dev Tools and HAR files
Security Software (Anti-Virus, Anti-Malware etc.) Microsoft Remote Desktop – Installation and Usage would be desirable
AWS Hosting Experience would be desirable
School processes and procedures would be desirable

Experience of working in a B2B SaaS support or professional services environment
A strongly customer-service focussed work ethic
Commercial acumen - ensuring accuracy of scopes, quotations and delivery
Familiarity with service management processes and systems.
Experience of working in a school in an academic or administrative role would be desirable

Passionate about delivering exceptional customer service
Solutions-driven, creative, and professional
Understands the value and importance of technology and software solutions to an organisation and is confident to challenge the status quo
Confident and strong communicator both on phone (verbal) and via email and case updates (written)
Ability to work independently as well as within a team, engaging with teams both locally and remotely
Commitment to learning and supporting personal and professional development
Ability to work on-call per on-call policy and contracted hours.

If you’re concerned that you’re not ticking all the boxes but think you may have some transferable skills that could help you ace the role, just apply

At Education Horizons we value output and impact over rules and policies. We will not be accepting unsolicited phone calls or applications from employment agencies at this time.