Job Description

Job Title: Desktop Support Engineer

Location/Based: Furness Academy Trust, Cumbria

Reports To: Line Manager

Staff Responsibility: No direct reports

General Overview of the

position:

Provide IT support to an Academy Trust and their schools, focusing on 2nd

line cases escalated from 1st line, ensuring timely responses per SLA

requirements to maintain a productive and safe environment for teaching

and learning in all schools.

Main duties and

responsibilities:

To include:

• Provide first / second line support to staff and students across the

Trust

• To monitor the Helpdesk systems in place to ensure there is a prompt

response to users’ requests for support

• To support other ICT Technicians, paying particular attention to

prioritisation and service level agreements

• To assist with the remote installation and configuration of software

applications, demonstrating good industry practice to other team

members

• To monitor the backup procedures, ensuring that no backups are

missed or only partially completed and where errors occur, they are

investigated and resolved as a matter of priority

• Maintain records and documentation for installed infrastructure in

accordance with good practice

• To support Trust staff in using new software and devices effectively

and the development of on-line manuals and guides, where required

• To contribute to the further development of the Trust’s ICT

infrastructure, through the input of ideas and knowledge regarding

developments in ICT generally

• To participate in appropriate development training, as agreed.

Other Duties • Other such reasonable duties within the general scope of the job title.

Person Specification

Job Title Desktop Support Engineer

Essential Desirable

Education/Qualifications: • GCSE Computer Science

• IT Apprenticeship (Level 3 or 4)

• IT related degree

Experience: • Minimum 3-5 year’s relevant experience

Skills/Knowledge: • MS Office skills

• Windows Client and peripheral

knowledge

• Active Directory administration skills

• Windows Server Configuration

skills including mapped & Shared Drives

• Network (switch) administration

• Endpoint Protection administration

• Group Policy administration &

troubleshooting

• Printer Troubleshooting

• Wireless Network

administration

• Office 365 Administration &

Management

• Experience of Azure

• Experience of cloud-based

portal administration

• Experience of Remote Access

Solutions MS RDS

• Sophos MDM

Aptitudes/Attributes • Excellent written and verbal

communication

• Be an innovative, highly organised and

collaborative

• Have an eye for detail and accuracy

• Able to manage time

• Able to manage the demands of

numerous tasks

• Able to work on own initiative and within

a team environment

• Self-motivated and able to motivate

others

• Diplomatic when faced with issues

Other Job Requirements: • Willing to undertake further training to

fulfil the requirements of the role

• Willing to work additional hours to meet

the demands of the role

• Satisfactory Enhanced DBS Clearance

• Have a Full UK Driving licence and access

to a suitable vehicle

Job Title AI Manager | Head of AI

Location Liverpool with travel to Manchester and Lancashire offices

Reporting Lines CTO

Benefits

25 days Annual Leave per annum – increasing to 32 days

BUPA Private Healthcare

Prolonged (Long Term) Disability Scheme

Contributory Pension Scheme

Death in Service Benefit

Employee Bonus Scheme

Enhanced Occupational Sick Pay

Enhanced Maternity/Paternity

Buy and Release Annual Leave Scheme

Status Permanent, Full Time

Salary £Negotiable

About Us Brabners is a Top 100 Commercial Law Firm with a 200 year heritage based in the Northwest with offices in Liverpool, Manchester and Preston. We are a forward looking organisation with a reputation for quality legal services.

We are a commercial law firm – our people are entrepreneurial and independently minded, our focus is on ambitious businesses and their owners, and our approach is outcome-based and practical

We hold an ‘outstanding’ Investor in Customers rating and have held Investor in People status for 20 years, currently at Gold standard.

Highly motivated and well trained people are key to delivering the high levels of service our client and the business expects. We are a people business, and our reputation heavily depends on the expertise, motivation and engagement of our people.

We have high expectations of our people, but we offer a lot in return with a supportive, inclusive and engaging working environment and exposure to good quality work and an excellent training environment. Working at with us is both personally and professionally fulfilling. Relationships are important and we have a friendly and inclusive culture built around core values of mutual support and respect, honesty and integrity, understanding and caring about the service we deliver to clients linked to enjoying what we do.

It is an ingrained element of our culture that we recruit and retain well rounded people who live outside of the office as well as in it. Our reputation helps us attract real stars who value our approach to work and life.

People are integral to our business and are treated as individuals. Candidates can expect to be involved in forums, committees and steering groups and receive an invitation to our infamous annual staff conference where they will collaborate with colleagues from all offices to achieve firm wide goals, objectives and of course have fun in the process.

About The Department

The structure of the IT consists of the following:

• Service Delivery Team

• Apps & Data Team

• Infrastructure Team

• Security Operations Team

• IT Training Team

• IT Projects

The Role

What you’ll be doing:

We are seeking an experienced and visionary AI Manager to lead the development of our Artificial Intelligence Centre of Excellence (AI CoE). In this role, you will play a crucial part in shaping our AI strategy, driving innovation, and ensuring the responsible implementation of AI technologies across our business.

Your responsibilities will include:

• Develop a comprehensive AI strategy aligned with the company's business objectives.

• Define the scope and goals of the AI CoE, outlining key milestones and deliverables.

• Foster a collaborative and innovative culture within the AI CoE.

• Identify and evaluate potential areas where AI and ML technologies can be leveraged to drive

operational efficiency, improve user/client experience, and enhance risk management.

• Research cutting-edge AI technologies, algorithms, and methodologies that can be applied in

the legal sector and evaluate their potential value and feasibility for the business.

• Establish training programs to upskill existing employees in AI concepts and tools, developing

AI champions throughout the business.

• Develop and enforce ethical guidelines for AI usage within the business.

• Ensure compliance with data privacy regulations and industry standards.

• Facilitate collaboration between different teams to identify and prioritise AI opportunities & drive

operational efficiency.

• Work closely with and influence a diverse set of stakeholders to integrate AI solutions into

existing workflows.

• Oversee the end-to-end development and deployment of AI projects.

• Contribute to regular updates on the strategy and implementation progress.

• Ensure projects are delivered on time, within budget, and meet quality standards.

• Implement monitoring mechanisms to assess the performance of AI systems.

• Gather feedback and continuously iterate on models and processes to enhance effectiveness.

Essential:

• In-depth knowledge and understanding of Artificial Intelligence (AI) and Machine Learning (ML)

technologies, including various algorithms, neural networks, deep learning, natural language

processing (NLP) etc..

• Proven experience in leading AI and ML initiatives, preferably in a managerial or leadership

role.

• Familiarity with Big Data Technologies and distributed computing frameworks to leverage these

technologies for processing and analysing large datasets.

• Knowledge of cloud platforms like Amazon Web Services (AWS), Microsoft Azure, or Google

Cloud Platform (GCP) to deploy and manage AI models on the cloud for scalability and cost-

efficiency.

• Awareness of Cybersecurity and Data Privacy threats, and the ability to implement robust

security measures to protect sensitive financial data and AI systems.

• Experience building, deploying, and supporting secure software throughout the AI development

life cycle.

• Experience in implementing and using Microsoft CoPilot in a corporate environment.

• Experience in establishing and managing AI teams or centres of excellence.

• Awareness of ethical considerations related to AI, such as fairness, bias, transparency, and

privacy. Knowledge of relevant regulations, such as data protection laws and industry-specific

compliance requirements, in the context of responsible and compliant AI implementations.

• Exceptional human relations and communication (written, verbal, and listening) skills will be

necessary to effectively communicate across disciplines and stakeholders.

• Project management skills and a track record of successfully delivering AI projects.

• A demonstrated ability to provide vision and strategic direction.

• Demonstrable experience in presenting analytical information in understandable reports and

business plans.

Desirable

• A degree in Computer Science, Artificial Intelligence, Machine Learning, or a related field.

• Experience working with legal specific AI solutions.

If you are passionate about driving the integration of AI in a dynamic and innovative environment, we invite you to apply for this exciting opportunity to shape the future of our organization.

Equal Opportunities and Reasonable Adjustments

We are committed to equal opportunities in all areas of the business. We encourage and support people to be themselves and achieve their best, which will positively impact on clients and the communities in which we operate as a business and where our employees and clients live. We offer an inclusive and supportive working environment, enabling all colleagues to achieve their full potential in line with their career aspirations and abilities.

Should candidates require reasonable adjustments during the recruitment process, please do let us know what we can do to support and facilitate the experience.

Job Description

Job Title: Support Engineer (2nd Line)

Location/Based: Skelmersdale (With some travel)

Reports To: Desktop Support Team Leader

Staff Responsibility: N/A

General Overview of the position: 2nd Line Support Engineer office based with some travel requirements for on-site trouble shooting or installation work. Responding to 2nd line support requests for break/fix working with core technologies, such as:

Windows Server 2012, 2016, 2019, 2022, SAN Storage, virtualisation, VMWare, Hyper-V, Remote access solutions, Wireless Networks, Switching, Office 365, Advanced Active Directory, Azure, HP Aruba, Sophos Central, LAN, WAN, TCP/IP, DHCP, DNS, Hyper-V, VMware, Cloud Technologies, VEEAM back-up solutions. VOIP and associated technologies.

Main duties and responsibilities:

Day to day operational duties:

• Troubleshooting hardware infrastructure & network problems, diagnose and resolve.

• Provide solution(s)/work around(s) to incidents and Problems

• Install, maintain, and support new Infrastructure.

• Work to SLA thresholds for incident(s), request(s) and problem(s)

• Effective prioritisation and management of multiple open cases to successful conclusion.

• Maintains, monitors, and supports the infrastructure environment at level 2

• Acts as the technical liaison between customers, operational teams and engineers.

• Performs routine maintenance tasks for infrastructure systems such as backups, server patch management.

Communication & Cross Skilling

• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly

• Establish excellent relationships with internal & External customers.

• Be a first-class communicator, innovative and collaborative, people person.

• Assist in the cross-skilling of the Service Desk, sharing knowledge and encouraging others to do the same.

• Document system and Infrastructure changes, ensuring that all documentation is kept up-to date.

• Keep up to date with advancements in technology.

• Accurately document instances of hardware failure, repair, installation, and removal.

• Works with Desktop Support Team Leader on requirements and provides recommendations for improvements.

Hardware, Server, and Networks

• Maintain up-to-date knowledge of hardware and equipment.

• Ensure appropriate standards and procedures are adhered to during the development process to support quality.

• Maintain security infrastructure including antivirus

• Administer Active Directory including Group Policies • Administer and monitor Virtual server infrastructure • Build new servers, including virtual. • Network trouble shooting, replication, TCP/IP and general WAN/ LAN trouble shooting.

• Restore Back-ups and retrieve data.

Other Duties Other such reasonable duties within the general scope of the job title.

Key Contacts Desktop Support Team Leader, Service Desk Manager, Wider IT Teams, Virtues Customers

Person Specification

Job Title Support Engineer (2nd Line)

Date Created July 2024

Essential Desirable

Education/Qualifications: • GCSE Maths and English pass or equivalent • GCSE in ICT or equivalent

• IT Level 3 or 4 Apprenticeship pass

• Degree qualified in an IT professional

qualification.

• ITIL v3/4

Experience: • Minimum 2 years relevant experience

Skills/Knowledge: • Windows Servers 2012 and above.

• LAN, WAN, TCP/IP, DHCP, DNS

• 2nd Line support, excellent trouble shooting

skills, continuity of operation, end-to-end

computing infrastructure.

• Virtualisation, VMware, Hyper-V

• Storage & SAN Technologies

• Veeam backup and replication

• Azure/Entra including Microsoft 365

• Cloud Technologies

• Veeam back-up solutions

Aptitudes/Attributes • Excellent written and verbal communication

• Be innovative, highly organised and collaborative

• Have an eye for detail and accuracy

• Able to manage time

• Able to manage the demands of numerous tasks

• Able to work on own initiative and within a team environment

• Self-motivated and able to motivate others

• Diplomatic when faced with issues

Other Job Requirements: • Willing to undertake further training to fulfil the requirements of the role

• Willing to work additional hours to meet the demands of the role

• Full Driving Licence with Business Car Insurance (or equivalent)

• Satisfactory Enhanced DBS Check with Barring

Job Title IT Trainer

Location Liverpool (with travel to Manchester, Leeds and Preston)

Reporting Lines IT Training Manager

Benefits

25 days Annual Leave per annum – increasing to 32 days Private Healthcare Prolonged (Long Term) Disability Scheme Contributory Pension Scheme Death in Service Benefit Employee Bonus Scheme Enhanced Occupational Sick Pay Enhanced Maternity/Paternity Buy and Release Annual Leave Scheme

Status Permanent, Full Time

Salary Negotiable

About Us

Brabners is a Top 100 Commercial Law Firm with a 200 year heritage based in the North of England, with offices in Liverpool, Manchester, Leeds and Lancashire. We’re a purpose-led business, committed to our clients, people and communities. Our independence allows us to be objective, principled and provide a service with heart and character.

We offer the full range of legal support. Our practice areas cover business crime and compliance, commercial, corporate, employment, family, immigration, intellectual property, litigation, pensions, private client, professional conduct, real estate, regulatory and more. We work with clients across a wide range of sectors.

A certified B Corp with award-winning sustainability and social impact credentials, we seek to demonstrate that business can bring about positive change.

We're multi-award-winning, including featuring in The Legal 500 Hall of Fame and The Times’ Best Law Firms 2024, being named the best law firm and the 11th best large company to work for in the UK by Best Companies for 2024, CSR Champions of the Year at the Manchester Legal Awards, Sustainability Initiative of the Year at The Lawyer Awards 2023 and Outstanding Marketing Innovation by Law.com for our podcast series Rooney v Vardy: The Breakdown.

We have high expectations of our people, but we offer a lot in return with a supportive, inclusive and engaging working environment. Working at with us is both personally and professionally fulfilling. Relationships are important and we have a friendly and inclusive culture built around core values of mutual support and respect, honesty and integrity, understanding and caring about the service we deliver to clients linked to enjoying what we do.

It is an ingrained element of our culture that we recruit and retain well rounded people who live outside of the office as well as in it. Our reputation helps us attract real stars who value our approach to work and life.

People are integral to our business and are treated as individuals. Candidates can expect to be involved in forums, committees and steering groups and receive an invitation to our infamous annual staff conference where they will collaborate with colleagues from all offices to achieve firm wide goals, objectives and of course have fun in the process.

The Role

We are looking for an energetic, engaging and established IT Trainer to assist our team in designing and delivering both instructor-led training and on-demand digital content. Previous experience in delivering live training and a proven track record in designing and creating digital content is therefore essential for the role.

The successful candidate will report directly to the IT Training Manager and will be based out of our Liverpool office; however, the role can also accommodate hybrid working. Travel to our other offices will be required, so candidates must be flexible.

Essential experience:

• At least three years’ experience as an IT Trainer in a corporate environment, ideally in a law firm.

• Experience of delivering instructor-led training, both in a classroom setting and online, as well as informal floorwalking/deskside training.

• Experience of planning and developing course content, training materials and supporting resources, including videos and eLearning modules.

• Experience of upskilling staff in a fast-paced environment, including:

• M365 suite and associated apps to an advanced level;

• Document Management System (ideally iManage);

• Finance and CRM systems;

• Cloud and SaaS based technologies.

• Ability to identify learning needs and evaluate the effectiveness of training programmes and learning outcomes.

• Ability to train and consult with internal colleagues at all levels of seniority.

• Experience of course scheduling, evaluation and managing project deadlines.

• Excellent written and verbal communication skills.

• Maintain appropriate records of all training delivered.

Desirable experience:

• Hold an appropriate trainer qualification or be working towards one, eg TPA, CIPD, MCT.

• Microsoft Office Specialist (MOS) accreditation.

• Experience of Learning Management System to publish course content and record training.

Key skills:

• Engaging and authentic training style.

• An understanding of the training lifecycle and people’s learning styles.

• Excellent interpersonal skills with ability to communicate effectively at all levels, both written and verbal.

• Ability to work well as part of a team or under own initiative, and to manage conflicting priorities.

• Technically astute, with the ability to distil the workings of complex technology systems into understandable processes for colleagues to follow.

Equal Opportunities and Reasonable Adjustments

We are committed to equal opportunities in all areas of the business. We encourage and support people to be themselves and achieve their best, which will positively impact on clients and the communities in which we operate as a business and where our employees and clients live. We offer an inclusive and supportive working environment, enabling all colleagues to achieve their full potential in line with their career aspirations and abilities.

Should candidates require reasonable adjustments during the recruitment process, please do let us know what we can do to support and facilitate the experience.