1st & 2nd Line Ict Support Engineer for Schools Support Provider

iForge Ltd are currently recruiting for a permanent 1st & 2nd line Support Engineer to be part of a small team implementing and supporting Windows, Mac and Mobile technologies at our client schools in the west London area. The role will be based between our main office near Heathrow (probably 2 days per week) and one of our sites in Slough (probably 3 days per week). Occasional site visits will also be required for on-site support on other client sites locally (typically Schools / Academies etc. in the West London area).

Established over 10 years ago, iForge has an excellent reputation for providing IT services and support within the education sector and we have excellent growth & expansion prospects. We are looking to recruit an engineer with a long term view on this role. This is a superb opportunity for a ICT Support professional who is looking for a varied and flexible role in a small but well established company.

Experience of the Education Sector is desirable although not essential. The successful candidate will be responsible for providing support and maintenance (both remote and onsite) to our varied clients.

Our wide portfolio of services means that a successful candidate will be exposed to a variety of different technologies, vendors & practice areas including Windows Servers, Exchange Servers, Mac and Windows PCs, network infrastructure (both cabled and wireless), routers, firewalls, projectors, interactive boards, AV equipment etc. We deal primarily with Microsoft technologies and are Microsoft Partners. Candidates will benefit from exposure to vendors, industry bodies and training resources.

Key Responsibilities

1. Provide 1st line & 2nd line support to our clients. As the first point of call on the helpdesk you will be responsible for logging calls and ensuring all issues are followed through to resolution. Calls to the helpdesk will range from networking, Operating System & server issues to diagnostics of hardware & network infrastructure such as PCs, printers, switches, interactive boards, etc.

2. Maintain client infrastructure and applications.

3. The role will be divided between two locations as follows:

   1. Provide general day to day support to iForge clients from our main office near Heathrow (probably 2 days per week). Site visits will be necessary from time to time.

   2. Provide onsite support helpdesk under our guidance at one of iForge’s client sites in Slough (probably 3 days per week). This site is an educational institution.

4. Since the role covers providing our clients with on-site support, a full UK driver’s licence is required.

5. You will also be involved with installations at client sites and will be involved with all aspects & stages of the installation from preparation, installation & configuration, documentation and support.

6. If a foreign national, you must have Indefinite Leave to Remain in the UK.
   

Skills Requirements

1. Experience in 1st / 2nd line support roles and problem solving.

2. Knowledge of networking principles and administration

3. Knowledge of computer hardware – we use Dell primarily for servers and clients

4. Knowledge of IT infrastructure hardware – we use Dell Switches, Ruckus Wireless etc

5. Proficient in the installation and management of the following technologies:

   1. Microsoft Windows Vista, Windows 7 (mainly), & Windows 8

   2. Microsoft Office 2007/2010/2013

   3. Microsoft Server 2008/2012 R2

   4. Active Directory

6. Experience in most of the following technologies:

   1. Microsoft Exchange 2007/2010

   2. VPN / Remote access solutions – We use SonicWALL primarily

   3. Wi-Fi – We use Ruckus and SonicWALL primarily

7. Knowledge of Interactive Whiteboards and projectors – We use SMART primarily

8. An uncompromising approach to outstanding customer service.

9. Good communication skills (verbal and written), with a positive approach.

10. A commitment to Health and Safety practices and procedures.

11. Good professional approach to punctuality required.

12. Good team working skills.

Qualifications:

1. Any Microsoft Certified Professional qualifications (MCITP, MCSE, MCSA, MCTS, MCP etc.) would be an advantage although not essential.

2. Any other qualifications would be an advantage although not essential.

Other:

1. Full UK Driving licence and own transport essential.

2. No criminal record essential as CRB check must be provided to schools

3. As we are a small company, you may be asked to help on any other ongoing works required at the time.

Benefits:

1. Gym and Swimming pool membership included in current office complex.

2. Employees are allowed to buy electronic / computing items for personal use at trade prices.

3. Workplace pension once new DWP scheme implemented.

Miscellaneous

In addition to the core technologies above, exposure to areas such as cabling, AV (projectors, interactive whiteboards) will be useful. You should be well versed with general networking & internet infrastructure. Knowledge of the nuts & bolts of the physical aspects of an installation along with experience with cabling etc. would also be an advantage. This is an excellent opportunity to gain exposure to an extremely wide range of IT products & services, gain experience with installations and enhance your technical and non-technical skill-set with excellent prospects for individual growth.