IT Support Engineer

Role overview

About the school

Service desk and user support

• Provide technical support through the service desk, logging, prioritising, and updating issues in line with approved SLAs.
• Support staff in classrooms and online; manage staff and student accounts, including Microsoft 365 administration.
• Support school collaboration and document-sharing tools.

Devices, systems, and infrastructure

• Maintain computer hardware, network services, and school infrastructure; troubleshoot desktop, laptop, and server hardware.
• Deploy operating system images and administer MDM platforms for Windows and Apple devices, such as Intune, Windows Autopilot, and JAMF.
• Install and administer endpoint security and antivirus solutions; provide L1 support for classroom technology and escalate vendor issues.
• Support print management, telephone systems, access control, CCTV, Wi-Fi, and internet connectivity.

Security and administration

• Maintain cybersecurity as advised by Group and support compliance with the enhanced 23-point CIS controls.
• Maintain hardware and software inventories, contracts, and AMCs; process and track purchase orders and contract renewals.
• Prepare and circulate IT documents, reports, and presentations; support school events and functions.
• Support technology refresh projects and other school sites when requested.

Qualifications and experience

• Degree, diploma, or equivalent qualification in IT, Computer Science, or a related field.
• At least 3 years of IT support experience; school or education experience is preferred.
• Service desk environment experience and understanding of service desk systems.
• ITIL Foundation certification and excellent English communication and presentation skills.
• Technical skills include Windows 10/11, Windows Server 2016/2019, Active Directory, and Microsoft 365 administration.

General expectations