Information Technology Field Technician

7 days ago

Manchester, New Hampshire, United Kingdom Brabner Fox Full time £36,000 - £46,000 per year

Brabner Fox is partnering with a growing educational support services business, looking for a Manchester based IT Field Technician to own and undertake all activities that relate to the efficient running of the technical service in specific primary schools.

There is a high degree of presentational, customer service and technical skill required, operating as the face of this service provider to end users on site.

This role reports directly to the Technical Director for Services, owning relationships for selected schools in Manchester.

Responsibilities

  • Responsible for 1st/2nd Line support using service desk system (Freshdesk) and Remote Management and Monitoring system (Atera)
  • Responsible for 1st/2nd Line support for offsite backup solution (Altaro and MBS),
  • Responsible for 1st/2nd Line support for ISP service solution (Smoothwall)
  • Responsible for 1st/2nd Line IT support of school equipment including Windows, Chrome and iOS devices.
  • Ensure client satisfaction for technical support issues.

Key Tasks

Service Desk

  • Provide first line support to service desk issues
  • Ensure each support call is logged and actioned to completion
  • Ensure all calls status are updated on the support desk system
  • Ensure client contact is maintained until fault resolution.
  • Provide second line support for issues to ensure problems are investigated and resolved.
  • Provide pro active maintenance for client systems to ensure patching, anti virus and backup systems are monitored and maintained
  • Provide proactive maintenance support for ISP service lines, Smoothwall filter and Smoothwall firewall solution to ensure service uptime and content is appropriately filtered.
  • Review filter monitor reports if requested by clients to review filter breaches.
  • Provide proactive support for cloud systems such as Microsoft, Apple and Google MDM solutions.
  • Provide support for licencing systems such as Microsoft, Google, Jamf etc
  • To become familiar with schools IT systems and produce internal knowledge base documentation for common queries
  • Assist with internal projects and equipment builds before site roll out.
  • Ensure all client complaints are rectified
  • Promotion of additional services to existing clients to secure additional installation time outside of contracted hours.
  • Provide technical knowledge to Sales Team for hardware enquiries.

Personal Attributes

  • Excellent communication with pleasant and engaging manner
  • Excellent oral and written communication
  • Dealing with multiple issues simultaneously
  • Scheduling tasks to ensure monitoring and maintenance tasks are completed
  • Good all round level of technical understanding
  • Ability to use technical/professional information for 1st/2nd line support
  • Liaising with clients and staff to ensure issues are resolved
  • Monitoring systems to maintain systems
  • Self starter in taking action to achieve a goal
  • Ensuring hot swap availability for support issues
  • Using RMM systems for monitoring client systems
  • Able to manage a given problem through to conclusion
  • Able to contribute constructively to the working of the technical team
  • Ensure service desk issues are communicated to team members involved
  • Good understanding of the company scope of service delivery
  • Prompt arrival at the start of working day
  • Good timekeeping to ensure actions are resolved

What's on Offer

  • Starting Salary c£36k
  • Generous wrapper of other benefits
  • Fantastic Team with great progression opportunities

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