Technical Service Engineer

7 days ago

Edinburgh, Edinburgh, United Kingdom Scottish Council of Independent Schools Full time

About the Role

We are seeking a highly skilled and experienced IT Service Support Engineer to join our team at the Scottish Council of Independent Schools. As a key member of our IT department, you will be responsible for providing prompt and professional IT support to our staff and students.

Key Responsibilities

  • Provide 1st and 2nd line IT support to resolve tickets raised in our Service Desk quickly, efficiently, and with a strong customer service focus.
  • Support multiple operating systems, including MacOS, Windows 10, iOS, ChromeOS, and Android.
  • Support numerous services and applications, including Google Services, Microsoft Office, Glow, PASS, and 3SYS.
  • Support a range of IT-specific systems in managing our estate, including deployment systems, security systems, hardware and software inventory, etc.
  • Undertake administrative tasks issued via the Service Desk, including processing new starts and service requests.
  • Maintenance and continuous updates to the internal knowledge base documentation by adding common issues, standard solutions, FAQs, and guides.

Requirements

  • Qualification in IT-related subjects or equivalent experience and professional certifications.
  • Demonstrative experience in a busy customer-focused environment.
  • Experience supporting a mixed environment of Windows (Microsoft), Mac (Apple), and Linux (Chrome) end-user devices and systems.
  • Knowledge and experience in supporting Microsoft Server operating systems.
  • Experience administering and maintaining Active Directory.
  • Knowledge of operating system deployment technologies.
  • Experience working individually and as part of a team on support requests and projects.
  • Excellent communication skills all round (email, written, telephone, face-to-face, etc.).
  • Strong deduction capabilities to narrow down options with regard to IT-related issues.
  • Show passion and enthusiasm to provide professional customer service.
  • Open to flexible working patterns to suit the needs of the organisation's changing priorities and be available to work overtime when/as required.
  • Excellent organisational and planning skills and the ability to remain calm under pressure.

Desirable

  • Degree in relevant IT-related fields.
  • ITIL Foundation.
  • Microsoft and/or Apple qualifications.
  • Working knowledge of Google Apps and GSuite administration (Gmail, GDrive, Google Docs, GoogleSheets, GoogleSlides, Google Classroom, etc.).
  • Experience administering database and/or MIS systems (MS SQL, MySQL, PASS & 3sys, etc.).
  • Working experience of deployment technologies and system management solutions, such as Jamf, SCCM, Autopilot, SCOM, etc.
  • Managing cloud-hosted platforms such as AWS and Azure.

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