Senior Technical Support Specialist

5 months ago

Newton Abbot, United Kingdom Education South West Full time

Education South West (ESW) is a successful and growing multi-academy Trust. Currently the Trust comprises 13 schools: 5 secondary, 1 all through (primary and secondary) and 7 primary schools, educating 6,000 children. The Trust has a track record of supporting schools which are part of the Trust as well as schools outside of the Trust, with a core aim of making children’s lives better. ESW is nationally recognised as one of the leading Trusts in the country, and leads the South West Institute for Teaching, delivering professional training for newly qualified and experienced teachers across hundreds of schools in the South West; ESW is also accredited to train aspiring teachers to become qualified teachers to commence their career.

As a successful Trust, continued growth is planned, with a number of schools in ongoing discussions with us to join the Trust.

The Finance Director & Chief Operating Officer leads Shared Services, which provides proactive business partnering to the educational leaders of the Trust and the schools steering, driving and managing on their behalf: financial control and planning, payroll, human resource, IT, data analytics and reporting, operations (including estates, facilities and catering), compliance, sustainability, marketing and admissions, capital planning and project delivery. The FD & COO is supported by a Director of Accounting, IT Director, Compliance Director, Data Analytics and Reporting Manager, HR Director and Operations Director who provide consolidated leadership across all of the shared services staff and functions, across all schools and activities of the Trust.

The Shared Services teams have reached an exciting stage of their development; the continuing growth of the Trust combined with ensuring that the quality and consistency of service delivery to existing schools and activities is sustained and developed, continues to create rewarding opportunities which will make a difference.

Do you want to make a difference

**The role**: The role reports to the Trust’s Support Team Manager, who reports to the IT Director. The role is a newly created role, providing a focal point of _technical _support experience and knowledge, enabling the team to sustain and develop the quality and expediency of issue resolution.

IT is an enabler. In the right hands it is an instrument of change, of motivation, of inspiration, providing the player - be that the teacher, the student, the child, or the operations and business staff - with a powerful tool. Education is about people - the delivery of education, creating the best learning environments, to support all children is central to the purpose of the IT team. The key to this door is to provide high quality support, training, guidance and partnering to all staff (and by extension the children) - to ensure that they can all maximise the tool in their hands - to ensure that they understand, and are supported to understand, how to use their device and the software at their fingertips.

This is your opportunity to join a multi-disciplinary IT Customer and Technical Support Team encompassing proactive support and training, project support and implementation, reactive assistance, and system management, monitoring and security.

The IT Customer and Technical Support Team partner with all areas of the Trust, support all of the functional disciplines in the Trust, working with educational leaders and teachers, business and operations teams, and students and parents.

**What you will be doing**

A role in the IT team at Education South West provides a great opportunity to work in a dynamic, fast paced environment with great opportunity for professional development and training.

The team provide remote and onsite support service to our client base. Part of this will be reactionary technical support but to be able to provide a professional service this will include proactively seeking out where we can improve our service. This will include scheduled visits to our schools without technical staff.

You will be the senior technical support engineer, operating as a member of the support team as well as expanding and extending the technical knowledge and expertise in the team. You will support both IT Support Team Leaders who organise the work of the team of technicians, and will be assigned by them to support both general and specific requirements across the Trust - you complement their technical knowledge, but you are not encumbered with managing and directing other members of the team.

You will provide a point of escalation for members of the team and aid them in dealing with complex issues and technical resolutions. In some cases, you will coach members of the team to improve our customer response and their technical assessment and resolution expertise.

Monitoring key trust systems and processes, and for troubleshooting issues that arise.

Working with the training co-ordinator to deliver training to staff within the trust on existing and

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