Support Engineer. Job in Watford Education & Training Jobs

Connect2Employment; Watford; On-site; GBP 25,000 - 35,000

Job description

An exciting opportunity has arisen within the IT team for a Support Engineer.

Working on infrastructure and deskside support, you will be providing support to both colleagues and students across all four campuses. The successful candidate is expected to rotate and support cover on all sites (Watford/Hemel/Luton).

You will take turns answering calls on the Service Desk on a rota basis, which may be offered on an ad-hoc basis from home.

The post holder will support users with PC, Mac, and mobile devices along with supporting systems and services used by colleagues and students.

Technical skills required: knowledge of PC, Mac, and IOS/Android devices, multifunction printers, Active Directory, networking, a working knowledge of ITIL processes for Incident, Problem, and Change management, Hardware Asset management, and service desk applications.

You will possess excellent organisational and problem-solving skills with a keen desire to help and support people. The ideal candidate will have experience of providing excellent support services to a broad user base, the ability to 'get stuck in', and the attitude of wanting to improve services and solutions to teaching and learning services.

Candidate must have the skills and ability to support in a fast-paced environment.

MAIN PURPOSE OF JOB

To deliver day-to-day IT Business as Usual (BAU) support services, and to support the Senior Support Technicians in improving WHC Group IT support services. The role of the Support Technician is to provide first and second line support for all staff and students at West Herts College Group. A Support Technician is responsible for logging and resolving complex support requests with computer hardware, software, and network systems, as well as meeting customer satisfaction and continuous service delivery demands.

DUTIES AND RESPONSIBILITIES

1. Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across core business applications.
2. Assist all users with any logged IT related incident when called upon, working to resolve service requests within agreed SLA.
3. Analyse and identify repeated incidents and raise as a Problem record, then work to resolve the Problem.
4. Accurately record, update, and document service requests, problems, and change requests using the ITSM system.
5. Script and deploy patches to Windows, Mac, and Android devices to ensure compliance targets are met.
6. Present change requests to the Technical Change Board as required.
7. Ensure all service requests are assigned and updated in a timely manner.
8. Log first line support calls using the ITSM Service Desk system by taking part in the Service Desk rota.
9. Ensure all hardware assets are logged and updated in the Service Desk ITSM tool.
10. Ensure Service Requests follow the correct ITIL lifecycle, including Incidents and Change Requests.
11. Ensure the Starter, Mover, Leaver process always runs smoothly for technology requests, including hardware, software, and Active Directory permissions to ensure a first-class end user experience.
12. Act as project lead when required, ensuring skills matrix is updated and colleagues are trained to the required level.
13. Support college activity including Exams and maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
14. Challenge the accepted way of working within WHC Group and encourage colleagues to think differently and innovatively.
15. Look for opportunities to automate processes with the aim of driving down repeated incidents or time spent on routine tasks using SCCM, PowerShell, and other appropriate tools.
16. Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
17. Work flexibly and reliably across all campuses, taking part in out of hours rotas where necessary.

This is a great opportunity for someone to take their support skills and gain more experience and learning while helping to deliver a new IT strategy for the college.

You'll have the full support of a dynamic team and opportunities to bring your ideas to the role. Training and development are at the heart of everything we do, so you'll be encouraged to upskill.

We have a free on-site gym and you can access a wide range of discounts and benefits including a cycle to work scheme, free on-site parking, pension, generous holiday scheme, time off at Christmas, and early finishes on a Friday.

The closing date for applications is Sunday 20th April 2025.

Connect2Employment is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Employment is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.