System Specialist

3 weeks ago

England, United Kingdom Education Horizons Full time

Education Horizons is Australia’s largest EdTech company, providing software for over 2200 schools and 3 million school users in more than 60 countries across Australia, UK, Europe, Asia, the Middle East, Africa and NZ. With offices in Melbourne, Perth, Sydney in Australia and Yeovil in the UK.

We are setting out on a journey to change the lives of children, their families and teachers by creating a first of its kind, end-to-end school experience and management platform.

Education Horizons is an amazing place to work. It’s a great size – big enough to have serious resources to invest, but small enough to not get lost in the crowd. We have truly flexible working

and are proud to have an inclusive, collaborative work environment.

At Education Horizons we believe team members should have freedom to choose where and when they work – within a focus on prioritising output and impact over rules and policies. This means that we are open to considering both hybrid and fully remote candidates.

Key Accountabilities

  • Provides an advanced level of technical support and assistance to our clients, focusing on database and infrastructure aspects, particularly those using Education Horizon’s products in an on-premise configuration.
  • Reviews information received on incidents and service requests and uses own skills, experience and sources of knowledge to find satisfactory resolutions for the client.
  • Communicates updates to customers in a clear and timely manner.
  • Escalates issues and blockages to line manager promptly.
  • Assists the department in building and consolidating knowledge within the team by writing, reviewing, and updating knowledge base articles.
  • Maintains clear, comprehensive, and timely internal and customer-facing case notes.
  • Lives and leads the Education Horizons’ values.
  • Working within the Education Horizons Information Security Management System

Continuous Improvement

  • Ensures strong focus is placed on responsiveness, and always interacting with clients with the highest levels of respect.
  • Is solutions driven and takes ownership in the successful resolution of cases within the scope and skills of the role.
  • Provides process improvement ideas and suggestions that help improve the overall support delivered to clients.
  • Provides support and guidance to Support Analysts to ensure efficient resolution of cases.

Skills

  • Microsoft Windows Server and Active Directory - Essential
  • Microsoft SQL Server – Installation, Operations, and Tuning (Intermediate to Advanced) – Essential
  • Microsoft Office Products including M365 – Installation and Usage – Essential
  • Web Services including Microsoft IIS – Installation and Usage – Essential
  • Network, firewall and VPN technologies – Good Understanding – Essential
  • Server, virtualisation, and storage technologies – Good Understanding - Essential
  • Security Software (Anti-Virus, Anti-Malware etc.) – Desirable
  • Microsoft Remote Desktop – Installation and Usage – Desirable
  • AWS AppStream, RDS, EC2, and VPC - Desirable
  • Education Horizons’ products - Desirable
  • School processes and procedures - Desirable
  • Experience of working in a B2B SaaS support or professional services environment
  • A strongly customer-service focussed work ethic
  • Strong written and verbal communication skills with an ability to convey technical concepts to non-technical audiences
  • Efficient time and priority management skills - the ability to juggle multiple competing activities and keep deadlines
  • Commercial acumen - ensuring accuracy of scopes, quotations and delivery
  • Familiarity with service management processes and systems, particularly Salesforce Service Cloud and Atlassian.

Personal Attributes

  • Passionate about delivering exceptional customer service
  • Solutions-driven, creative, and professional
  • Exceptional problem-solving skills and critical thinking with ability to think outside the box
  • Confident and strong communicator both on phone (verbal) and via email and case updates (written)
  • Capacity to engage and collaborate with various groups including colleagues, clients and key stakeholders
  • Ability to work independently as well as within a team, engaging with teams both locally and remotely
  • Commitment to learning and supporting personal and professional development
  • Ability to deal with challenging situations with confidence and empathy
  • Ability to work on-call per on-call policy and contracted hours.

At Education Horizons we value output and impact over rules and policies. This means empowering our team members to choose where and when they work with the aim of benefiting our customers, the tasks you are working on, your team and for you This also means recruiting the right person for the role. We will consider all qualified applicants regardless of their background, experience, identity or need for flexibility. If you are interested in this role but it might need some flexibility just let us know.

Education Horizons retains the right to remove this advertisement prior to any stated closing date.

We will not be accepting unsolicited phone calls or applications from employment agencies at this time

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