Technology Support Engineer

About Us
We are Supporting Education Group

• Equipping educators with the skills, support and opportunities they need to teach effectively.
• Helping schools deliver the best possible experience for their students.
• Giving parents the right tools to help their children learn.

Supporting Education Group brings together services that support every aspect of a child's journey through school and beyond. We build bright futures through expert support, inspiring staff and cutting-edge technology.

We're passionate about promoting a culture of openness, fairness, and inclusivity. We want everyone to have personal dignity at work and be empowered, so you can be your best, true authentic self each and every day

We are looking for a proactive and technically capable
Technology Support Engineer
to deliver a blend of first and second line support, proprietary application support, and engineering assistance. Sitting within the Group IT Operations and Infrastructure Directorate and reporting to the Technology Support Manager, this role plays a key part in supporting internal and external users and enhancing service desk operations.

Working closely with our outsourced IT service desk partner, you will act as a key point of contact within SEG for escalations, local support, and device management, support and configuration- helping to ensure a seamless and effective support experience for all colleagues.

• Deliver Exceptional Support:
  Provide first and second line assistance for hardware, software, and systems, ensuring smooth operations for all users.
• Be the Key Liaison:
  Act as the vital link between SEG and our outsourced service desk, managing escalations and driving efficient resolutions.
• Champion Service Excellence:
  Monitor ticket performance, follow up on escalations, and maintain high standards of service delivery.
• Hands-On Technical Work:
  Build and deploy devices, manage user onboarding/offboarding, and support localised technical needs.
• Enhance Our Infrastructure:
  Assist with basic network checks, patching, and maintenance tasks using Microsoft technologies.
• Support Proprietary Applications:
  Resolve queries for business-critical apps and escalate complex issues when needed.
• Drive Knowledge Sharing:
  Maintain accurate documentation and contribute to process improvements within the IT support function.
• Collaborate on Projects:
  Participate in service reviews and improvement initiatives that shape the future of our technology landscape.

About You

• Experience in a first/second line support role, ideally in a multi-site or distributed environment
• Experience using service management/ticketing systems
• Experience working alongside or managing third-party service providers
• Strong working knowledge of Microsoft 365, Windows 11, and endpoint devices
• Familiarity with Active Directory, user management, and basic networking
• Exposure to cloud platforms (e.g. Azure), Microsoft Endpoint Manager (Intune), or similar technologies
• Understanding of ITIL principles or experience in an ITIL-based service environment
• The ability to do basic triage where tickets are escalated to us from our service desk colleagues to ensure tickets we have to escalate contain all the relevant information for the teams you are escalating to
• Basic knowledge of T-SQL would be useful for this but is not essential
• Full Driving License and own transport, as occasional travel to other SEG sites will be required as needs arise

Why Join Us?

• Hybrid working with a Bristol based office, working within the office 3 days per week
• Our holiday entitlement starts at 28 paid days per annum increasing to 33 days with service plus bank holidays
• Contributory pension scheme (salary exchange) following 3 months' service
• Healthcare Cash Plan and Life Assurance
• Access to a flexible benefits package, options include extra holiday purchase, electric car, dental, enhanced medical and much more
• Volunteering Days

Employment offers are subject to satisfactory vetting checks. These checks will be run in line with the latest guidance and legislation. You will need to already have the right to work in the UK, as we are not able to offer any sponsorship(s) for visa applicants.