2nd & 3rd Line Support Engineer

  • by Teqniq
  • Location London, UK
  • Salary £18.42 / hour
  • 207 days ago
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Job Description:

Our client is looking for an experienced 2nd & 3rd Line Support Engineer to work on a 35 hour per week contract role to start on the 07-08-17 until the 20-10-17 with a likely extension. All candidates must hold a current Enhanced CRB/DBS

Hours are 8:00 am to 4:30 pm, Monday to Friday.

To provide remote and onsite second and third line desktop, server and network support to schools and other education settings, carrying our diagnosis and investigations and liaising with colleagues and clients to resolve incidents.




  1. Diagnose, investigate and resolve server, LAN, WiFi, software and hardware issues over the phone, with use of remote support tools and with onsite visits as required


  1. To liaise with third party suppliers as required and to maintain good working relationships at all times to secure high quality service provision.


  1. To design, install and maintain server and network infrastructure in schools and administer their day to day configuration


  1. To set up, install and maintain new PCs and laptops for schools. To create and test new images for new unit builds in response to hardware and software changes


  1. To develop specialist knowledge of educational and business software used within schools to provide effective support and advice to users.


  1. To undertake onsite visits where required to provide cover for ICT Support Engineers, respond to emergencies, or participate in installation projects


  1. To proactively carry out routine maintenance and updates to ensure ICT is functioning effectively to support teaching, learning, management and administration in each school


  1. To use helpdesk software to manage workflow, escalate calls as required within the published local procedures and provide feedback to other members of the team and schools clients, updating calls on a regular basis to ensure that expectations are managed appropriately


  1. To produce and maintain accurate records relating to network topology, incidents, requests, assets, licenses and other aspects of ICT service management


  1. Follow agreed procedures and contribute the maintenance and development of accurate and concise documentation


  1. Ensure the proper care, handling, security and maintenance of network equipment and hardware


  1. To provide relief helpdesk cover as necessary, responding to calls logged with the School ICT and MIS support helpdesk, categorising and assigning them appropriately


  1. To work as part of the wider Schools’ ICT Support team covering all aspects of ICT in schools


  1. Undertake other duties commensurate to the grade of the post as directed by your line manager


  1. To take responsibility for promoting and safeguarding the welfare of children and young persons / vulnerable adults who you come into contact with.


Education And Experience:

Experience of installing, supporting and maintaining Windows 2008 and 2012 servers, workstations and associated network infrastructure

Experience of technically complex problem solving and fault resolution in a school context


Displays an awareness, understanding and commitment to the protection and safeguarding of children and young people

Ability to diagnose and resolve complex problems with servers, network infrastructure, workstations and mobile devices

Ability to administer group policies, monitor security and virus activity, configure switches and VLANS

A sound understanding of the latest hardware and LAN architecture, ICT issues and products

Ability to support devices across a range of operating systems including Windows, iOS and Android

Knowledge of the latest server technologies including virtualisation

Sound knowledge of the key LGfL provided services to schools including broadband, web filtering, email and wireless

Knowledge of ITIL service management principles

Ability to provide support using remote network support and monitoring tools

Ability to create and maintain effective documentation on processes and procedures

Knowledge of Windows Server 2008 and 2012 administration

Ability to support a variety of appropriate local and remote backup solutions such as Backup Exec or LGfL Gridstore

High level understanding the configuration of common educational software packages including SIMS

Ability to work on own initiative and to take responsibility appropriate to the level of the post

Good communication skills, both written and oral

Ability to prioritise workload to meet SLA targets and other deadlines

A commitment to providing a responsive and supportive service and a willingness to constantly seek ways of improving the service





  • Job Type Temporary, Full Time
  • Work Authorisation United Kingdom
  • Industry Sector IT & Internet
  • Years Experience 2+ years
  • Career Level Experienced (Non-Manager)
  • Educational level 'A' level/Higher or equivalent