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System Support Specialist

2 months ago

Eastern England, United Kingdom Education Horizons Full time

About Us


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.


Education Horizons is an amazing place to work. It’s a great size – big enough to have serious resources to invest, but small enough to not get lost in the crowd. We have truly flexible working and loads of great perks.


We are proud of having an inclusive environment where everyone works and collaborates to do great things whilst also being a fun place to work that is family friendly. If that sounds like it’s for you, come join us on our big adventure


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.



The Role

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. You will work alongside your peers and share your mutual knowledge, in turn lifting the broader team and enabling them to perform at their best and by transforming our toolsets and processes to keep pace with our clients’ needs.


Key Accountabilities

  • Provides an advanced level of technical support and assistance to our clients, focussing on database and infrastructure aspects, in multiple hosting configurations.
  • Responsible for the ownership of assigned cases through to resolution.
  • Reviews information received on case and uses own skills, experience and sources of knowledge to find satisfactory resolutions for the client.
  • Calls upon the expertise of support team colleagues to provide assistance when required to ensure cases continue to progress in line with SLA commitments.
  • Follows published processes to seek assistance from colleagues in other departments if needed.
  • Escalates issues and blockages to line manager promptly.
  • Communicates updates to customers in a clear and timely manner.
  • 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.
  • Maintains clear, comprehensive, and timely internal and customer-facing case notes.
  • Responsible for daily operations of phone service for our clients, including answering inbound calls via the support line
  • Accurately records information in relevant internal systems. Completes timesheets in an accurate and timely manner if requested.
  • Working within the Education Horizons Information Security Management System and policies.
  • Live and lead the Education Horizons’ values.


Continuous Improvement

  • Ensures strong focus is placed on responsiveness, and always interacting with clients with the highest levels of respect.
  • Is solutions driven and takes ownership in the successful resolution of cases within the scope and skills of the role.
  • Consolidates, records, and shares learnings for the greater benefit of the team.
  • Remains committed to ongoing learning to develop and maintain functional and technical knowledge.
  • 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.



Skills and Personal attributes

Functional

  • 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.) would be desirable
  • Microsoft Remote Desktop – Installation and Usage would be desirable
  • AWS Hosting Experience would be desirable
  • Education Horizons’ products would be desirable
  • School processes and procedures would be desirable


Non-Functional

  • Experience of working in a B2B SaaS support or professional services environment
  • A strongly customer-service focussed work ethic
  • Strong written and verbal communication skills with an ability to convey technical concepts to non-technical audiences
  • Efficient time and priority management skills - the ability to juggle multiple competing activities and keep deadlines
  • 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


Personal Attributes

  • 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
  • Exceptional problem-solving skills and critical thinking with ability to think outside the box
  • Confident and strong communicator both on phone (verbal) and via email and case updates (written)
  • Capacity to engage and collaborate with various groups including colleagues, clients and key stakeholders
  • 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 deal with challenging situations with confidence and empathy
  • Ability to work on-call per on-call policy and contracted hours.


If this sounds like your kind of thing, then please hit apply


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. This means empowering our team members to choose where and when they work with the aim of benefiting our customers, the tasks you are working on, your team and for you This also means recruiting the right person for the role. We will consider all qualified applicants regardless of their background, experience, identity or need for flexibility. If you are interested in this role but it might need some flexibility just let us know.


Education Horizons retains the right to remove this advertisement prior to any stated closing date. We will not be accepting unsolicited phone calls or applications from employment agencies at this time.