Job Description  

Job Title: 

Senior Desktop Support Engineer

Location/Based: 

Furness Academy Trust

Reports To: 

Line Manager

Staff Responsibility: 

No direct reports

General Overview of the position: 

• As the Senior Desktop Support Engineer your role is to lead the onsite team of Desktop Support Engineers in delivering high-quality onsite and remote IT support to the schools in the trust.

Main duties and responsibilities: 

To include: 

• Act as the go-to person for the team, fostering a positive and collaborative team environment.
• Build and lead a well-respected, approachable team that is accessible and inclusive.
• 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 

Senior 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 

• Previous experience of leading a team

Skills/Knowledge: 

• MS Office skills 
• Windows Client and peripheral knowledge 
• Active Directory administration skills 
• Windows Server Configuration skills including mapped & Shared Drives
• 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
• Network (switch) 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

• Have a Full UK Driving licence and access to a suitable vehicle

Job Description

Job Title:

Support Engineer (3rd Line)

Location/Based:

Head Office (Skelmersdale) with some travel

Reports To:

Head of Technical Services

Staff Responsibility:

General Overview of the position:

As a Support Engineer (3rd Line) you will be responsible for resolving complex technical issues, providing advanced support to our 1st and 2nd Line engineers, and ensuring the stability and efficiency of our IT systems. This is a critical position that requires deep technical expertise, problem-solving abilities, and the capacity to manage multiple high-priority tasks simultaneously.

Main duties and responsibilities:

• Advanced Troubleshooting & Resolution: Diagnose and resolve escalated technical issues, including hardware, software, and network problems, ensuring minimal disruption to business operations.
• System Monitoring & Maintenance: Monitor system performance, conduct regular maintenance, and apply necessary patches and updates to ensure the reliability and security of the IT infrastructure.
• Incident & Problem Management: Take ownership of complex incidents, perform root cause analysis, and implement long-term solutions to prevent recurrence.
• Project Support: Collaborate with project teams to provide technical expertise in the planning, deployment, and support of new systems and technologies.
• Documentation & Knowledge Sharing: Create and maintain detailed documentation of issue resolutions, procedures, and system configurations.
• Mentor and train 1st and 2nd Line support staff, helping to enhance their technical skills.
• Customer & Stakeholder Interaction: Provide high-level support and technical guidance to internal teams, customers, and stakeholders, ensuring a high standard of service delivery.
• Continuous Improvement: Identify opportunities for improving IT services, infrastructure, and processes, and contribute to the implementation of these improvements.
• Liaise with external vendors and partners for support, ensuring timely resolution of issues and effective collaboration on technical projects.

Other Duties

Take part in activities that help build long lasting relationships with our customers.

Key Contacts

Technical Services, Supply Chain, Projects, Sales and Senior Leaders

Person Specification

Job Title

Support Engineer (3rd Line)

Date Created

14/08/2024

Essential

Desirable

Education/Qualifications:

• Maths and English O Level/GCSE or equivalent

• Degree in IT or relevant field
• ITIL (Information Technology Infrastructure Library) Certification: Demonstrates knowledge of IT service management best practices. ITIL 4 Certificate

Experience:

• Minimum 3-5 years relevant experience

Skills/Knowledge:

• Proven experience in managing and resolving complex technical issues across a variety of platforms and environments.
• MS Office skills
• Understanding of IT infrastructure, networking.
• Virtualisation, VMWare, Hyper-V
• Storage & SAN Technologies
• Windows Servers 2012 and above
• Advanced Active Directory
• Azure including Microsoft365
• LAN, WAN, TCP/IP, DHCP, DNS
• Cloud Technologies
• VEEAM back-up solutions

Aptitudes/Attributes

• Be an innovative, highly organised and collaborative
• Have an eye for detail and accuracy
• Ability to analyse complex issues and develop effective solutions quickly.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Works well in a team environment, contributing to the collective knowledge and supporting team members.
• Dedicated to providing a high level of service to internal and external customers.
• Ability to prioritise tasks, manage multiple projects, and meet deadlines in a fast-paced 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: Yes
• DBS Check: Yes