Senior Support Engineer

4 weeks ago

Birkenhead Merseyside, United Kingdom BSC Education Ltd Full time

Your profile

What's on offer:
Salary Circa: £28,000 to £31,000 per annum (depending on experience)
Location: Birkenhead
Hours: 37.5 hours per week (Monday to Friday, working hours between 9:00 to 17:30)
25 days plus 8 bank holidays
Core Business Hours (10am - 4pm)
Hybrid Working
Enhanced sick pay
Wellbeing day
Perkbox
EAP (Employee Assistance Programme)

Job Description


Job Description
The Senior Support Engineer will support the IT Helpdesk support system, promptly addressing user issues both remotely and on-site. They will excel in customer service, providing timely solutions and generating regular IT status reports. Additionally, they will mentor junior team members and possess strong troubleshooting skills in IT hardware, software, and networking.

Main Responsibilities
  • Monitoring of the IT Helpdesk support call logging system.
  • Responding to users and fixing computer problems either remotely or locally.
  • Monitoring of systems, patches, updates, security alerts and backups through remote tools.
  • Communicate effectively with customers providing the highest level of customer service.
  • Creating Weekly IT Status reports.
  • Mentoring junior members of staff
Required Skills
  • Minimum 2 years of support experience
  • Good knowledge of both IT hardware and software;
  • Microsoft 365, Windows V10 & v11, Active Directories, Intel based PCs
  • Intermediate networking skills;
  • LAN (TCP\IP), WiFi, WAN, VLANs and VPNs
  • Experience of Microsoft server support
  • Experience troubleshooting MS Office
Desirable skills
  • Knowledge of installation and configuration of IP phone systems would also be advantageous.
  • Active directories Group Policies
  • Virtualisation - Hyper-V, VMWare
  • Remote support software – Dameware, LogMeIn
  • A full UK driving licence
Further Information

Flexibility
Ability to respond to last minute changes

  • Willingness to take on new challenges, possibly outside own ‘comfort zone’
  • Able to ‘think on own feet’ and to manage the unexpected
  • Understands that the needs of the college may require flexible, mutually understood approaches to work
Customer Focus
  • Responds to customer requests promptly
  • Treats all customers with respect
  • Does not assume the needs of customers
  • Is able to see things from customers’ points of view
  • Checks with customers to ensure satisfaction
  • Knows how to manage customer expectations and inform customer clearly on this
  • Actively seeks and acts on feedback from customers
Analytical & Problem Solving
  • Is disciplined and organised
  • Able to deal with large amounts of data and make sense of it
  • Has a measured and organised approach to solving problems
  • Breaks down large amounts of work into smaller, manageable parts
  • Is quick and effective at processing information
Working with Others
  • Understands and works on team success for the whole team
  • Understands own role and expectations of their role in their own team and the wider college team
  • Has a strong awareness of how team dynamics work
  • Treats the concerns of other departments as important
  • Co-operates to meet team goals even at expense of personal preferences
  • All colleagues at BSC should work in accordance with our company values
At BSC, we expect all our colleagues to behave in ways that both support and promote our Vision, Mission & Values.

BSC VISION : To provide customers with steppingstones to their future by delivering outstanding and transformational learning experiences.
BSC MISSION : By believing that “Great Things Start Here” and standing behind all that this means. If we believe it, our customers will achieve it

VALUES:
Aim Higher: We proactively make suggestions and solutions for challenges and opportunities.
Collaborate: We are team players -we treat everyone with respect and understand that we succeed
collectively, not as individuals.
Communicate: We communicate in a timely way with clarity, respect and transparency.
Customer Focus: We seek to provide consistent high-quality experiences that customers will remember.
TeamFocus: We seek to reward and recognise excellence and innovation within our employees.

The above list of job responsibilities is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope, grading of the post and at the request by management. We are committed to providing a creative, rewarding and successful learning and working environment for our students and team.

We are an equal opportunities employer and welcome all interest in joining our team. Successful applicants will undergo our safeguarding checks in line with our Safeguarding Children & Vulnerable Adults Policy & our Recruitment Policy, including an Enhanced DBS Check, Barred List, Prohibition Lists check and overseas criminal records if applicable #J-18808-Ljbffr

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