Description
ICT Engineer - Must have Education experience - East London - £120p/day
Service Desk and Technical Assistance;
- Use the Service Desk software to report, log and correspond to all incidents and Service Requests
- Communicate with school-based staff to inform them of actions and progress of reported incidents and problems
- Assist school-based staff and students with technical issues*
- Assist with completion of change work as directed by the Service Desk
- Upon request provide out-of-hours technical support to Managed Service customers either yourself or through an allocated member of your school team*
- Provide high levels of customer service
Managed Service Operation;
- Ensure daily, weekly, and termly routine tasks are correctly assigned, implemented and monitored alongside Regional Technical Service and Service Relationship Management teams (this includes daily remote 'green-light' system events)
- Ensure that start-of-year and end-of-year procedures are correctly assigned, implemented, and monitored for each site
- Line-manage the Onsite ICT Technician(s) in line with policies - including input into recruitment, performance management and disciplinary matters if required.
- Manage Change Request and the Change Management processes with the customers. Manage Change Management process with the Service Operations Team and Sales Team
- Liaise with third-party suppliers/partners on behalf of the client/company and manage escalation where required
- Triage and manage Major Incidents (MI)
- Maintain and manage school asset recording systems
- Maintain and manage school swap stock systems
- Maintain and manage site CSA reports
- Complete documentation to standard and at the request of the MST
- Input into Continual Service Improvement initiatives and ITIL process development
- Input into ICT strategic planning alongside the Service Relationship Manager
- Attend ICT steerage meetings and advise on school ICT usage/training requirements
- Work with school leaders to develop and deliver ICT drop in training/sessions as and when appropriate
Technical Service Management Tasks;
- Manage, maintain, and deploy images to workstations or laptops
- Maintain printer management systems* and monitor networked printer queues
- Create/restore Workstation/laptop images
- Complete Active Directory administration (new users, password resets etc.)
- Maintain Hyper-v environment
- Monitor and configure Veeam backups
- Monitor and maintain SCCM (MS updates, AV and image deployment)
- Monitor and maintain Webfilter applications
- Monitor and maintain network switch environment
- Monitor and maintain Office 365/Google environments
- Maintain all on-site documentation
Please send your CV for further information.