Job Description Job Title: Desktop Support Engineer
Location/Based: Exceed Academy Trust Schools
Reports To: First Line Team Leader
Staff Responsibility: No direct reports
General Overview of the position: To provide IT support service to an Academy Trust and their schools, being predominantly
responsible for 1st and 2nd line support, ensuring cases are responded to in line with SLA’s, with
a view to providing 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: IT Apprenticeship
GCSE Computer Science
Experience: 1 year relevant experience
Skills/Knowledge: MS Office skills
Windows Client and peripheral knowledge
Active Directory administration skills
Windows Server Configuration skills including
mapped & Shared Drives
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
Network (switch) administration
Endpoint Protection administration
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
• Full Driving Licence with Car Insurance
for Business Usage (or reasonable adjustment)