IT Support Engineer

Role Summary

The IT Engineer is responsible for providing high-quality first and second-line technical support across the Trust, ensuring the reliability, security and effective operation of IT systems, infrastructure and services. The role will support staff and students by resolving technical issues, maintaining systems and equipment, and contributing to the ongoing development of the Trust's technology environment.

The postholder will work collaboratively with colleagues, schools and third-party providers to deliver an efficient and customer-focused IT service that supports teaching, learning and business operations.

Key Responsibilities

• User Support and Service Delivery

  • Provide first and second-line IT support to staff and students across Trust schools and central services.

    • Respond to and resolve incidents, service requests and technical issues in a timely and professional manner.

    • Manage and update support tickets, ensuring accurate records are maintained and service standards are met.

    • Escalate complex incidents to our MSP’s and the IT Manager where required.

    • Deliver excellent customer service and maintain positive working relationships with all stakeholders.

    • Assist in the delivery of IT projects and technology initiatives across the Trust.

    • Contribute to process improvements and the development of IT documentation and standards.

• Infrastructure and Systems Management

  • Maintain, monitor and support the Trust's IT infrastructure, including servers, networking equipment, wireless systems and internet connectivity.

    • Assist with the configuration, management and maintenance of Microsoft 365 services, including Exchange Online, SharePoint, Teams and Entra ID.

    • Monitor system performance and proactively identify potential issues or risks.

• Device and Asset Management

  • Install, configure and maintain desktops, laptops, mobile devices and associated peripherals.

    • Ensure all Trust devices are appropriately patched, updated and protected against security threats.

    • Maintain accurate IT asset registers and inventory records.

    • Support device lifecycle management, identifying equipment approaching end-of-life and making replacement recommendations.

    • Assist with the deployment of new hardware, software and technology solutions.

    • Maintain and support classroom technology, including interactive displays, projectors, visualisers and sound systems.

• Backup, Security and Business Continuity

  • Monitor and verify the successful completion of server and cloud backup processes.

    • Assist with disaster recovery and business continuity procedures.

    • Ensure systems comply with Trust security standards, data protection requirements and cybersecurity best practices.

    • Report security incidents, vulnerabilities or concerns promptly to the IT Manager.