Senior IT Engineer/2nd/3rd Line Support

3 weeks ago

Gloucester Gloucestershire, United Kingdom LM RECRUITMENT SOLUTIONS LTD Full time

Senior IT Engineer Gloucester
£Education Sector
4 days on-site, 1 day remote per week
5 days after five years service (+ bank holidays)

Provides 3rd line support to stakeholders in line with internal IT policies and procedures; supports the IT Manager in the delivery of IT Services; supports the operation of all IT systems, services, and infrastructure; provides IT assistance and training to all stakeholders; provides technical guidance to the IT Support Analysts; deputises for the IT Manager.

IT Services Team The Senior IT Analyst will:
Work collaboratively and effectively with colleagues within the IT team to support the development of the IT Services.
Support IT Services team colleagues with peer-to-peer knowledge sharing and training, as well as serving as a point of escalation for junior colleagues.
Participate in annual performance reviews with the IT Manager.
Deputise for the IT Manager.
Under direction of IT Manager, organise and monitor own workloads to meet organisational needs, delegating work where appropriate to the IT Support Analysts.
Support practices for continuous development across the IT Services.
Support the rectification of cyber security issues within an appropriate time scale to make sure the school network is secure for students, staff and visitors.
Perform routine maintenance on system software applications, upgrading and supporting as required this may be covered elsewhere.
The Senior IT Analyst will:
Implement and develop the IT Service Desk support and incident management policies and processes to all stakeholders.
Implement and develop IT Service Desk incident and support service offerings in line with the Trusts internal and external KPIs and SLAs.
Support the IT Manager in ensuring that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently.
Provide 3rd line support to stakeholders effectively and efficiently.
Provide desktop, on-premise support to stakeholders as required.
Be a point of escalation for complex IT incidents and service requests as required, from the Service Desk and the IT Support Analysts.
Support the use of ITSM through the ITIL methodology, including incident problem and change enablement.
Follow internal IT policies and processes for the induction, movement and departure of staff.


The Senior IT Analyst will:
Work with the IT Manager to develop and extend IT knowledge and capabilities across the business.
Provide training and CPD to stakeholders in the form of written knowledge base articles, service-area updates, and communications, on-demand and live virtual training sessions and physical training sessions to both individuals and large groups, in support of the strategy for IT and stakeholder development.
Participate in internal training and CPD as required.
Advise the IT Manager on any specific training requirements for themselves, or for the IT Support Analysts in support of their role.
In collaboration with the IT Manager, the Senior IT Analyst will:
Implement and develop internal IT security policies, processes, and cyber-security measures and procedures at all times.
Implement security measures to protect network and data integrity, confidentiality, and availability (CIA).
Ensure network infrastructure is properly documented.
Be responsible for the management of network hardware and SD-WAN technologies, including routers, switches, on-premise firewall systems.
Collaborate with the IT Network and Support Manager to design and implement appropriate and secure systems to meet the requirements of the IT Strategy.
Perform routine maintenance on system software applications, upgrading and supporting as required
Microsoft operating systems
Microsoft Office desktop packages
Microsoft Cloud SaaS applications such as Microsoft 365
Intune MDM deployment for Windows, Android, and iOS
Microsoft Entra / AAD administration
Some Active Directory / Group Policy experience
Windows Server
Firewall configuration
SD-WAN configuration
A strong knowledge and understanding of computer hardware and software, including networking hardware
Good understanding of the principles of cyber-security and endpoint protection
An awareness and understanding of the importance of confidentiality and data protection

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