Technical Support Engineer

Joskos Solutions is the ICT partner that schools can trust, delivering outstanding service and support whilst keeping education at the heart of what we do.

Our vision is to become the UK’s most trusted provider of ICT support and Infrastructure Services to schools and other educational organisations - a provider of outstanding service at every level, delivering award-winning service that is used as a benchmark for the education ICT sector.

We want to be the ICT partner that schools can trust and turn to for everything ICT-related, always combining service and relationship longevity into the solutions and service that we take pride in delivering.

The Department

The Service Delivery Department provides a vast range to of support options to schools which include unlimited telephone support and remote-access support from the Service Desk Analysts as well as regular onsite visits from our Support Engineers for overall maintenance-checks.

Job Purpose

Information and Communication Technologies (ICT) is viewed as a “major tool for building knowledge societies” and, particularly, as a mechanism at the school education level that could provide a way to rethink and redesign the educational systems and processes, thus leading to quality education for all.

The Support Engineer’s purpose is to support and develop appropriate strategies for this new teaching form and, additionally, support the students and teachers when integrating ICT in the teaching and learning processes.

Key Responsibilities

• Delivering frontline support to customers.

• Manage items raised by the IT monitoring system

• Responding to queries, running diagnostic programs, isolating problems and determining and implementing solutions.

• Follow up with customers to ensure the issue has been resolved to high levels of customer satisfaction.

• Build key relationships with key technical contacts at client sites and third parties.

• Escalation of Active Directory, Hardware, Backup and Windows Server issues to the relevant parties.

• Technical support of a classroom environment, including preparing machines and installing and configuring hardware, interactive displays and printer’s workstations.

• Daily administration functions: completion of reports, completion of timesheets, general office duties as required.

• Prioritising and managing assigned workload.

• Exceeds the expectations of internal and external customers through the quality of customer service, meeting their needs and demonstrating the added value of the service provided.

• Investment in personal development through qualifications

• Adhere to the company's policies and procedures including quality, Environmental and information security.

Key Skills:

• Experience in Customer Service

• Experience in the Education ICT sector (preferable)

• Solid knowledge of Active Directory

• Networking experience TCP/IP, DNS, DHCP

• Solid knowledge of Windows Server 2012/16

• Knowledge of Basic Hardware support desirable skills include:

VMware, ITIL Awareness and Office 365

Personal requirements;

• Strong sense of Professionalism

• Excellent written and verbal communication skills, along with the ability to communicate at all levels.

• Ability to understand what makes an organisation successful

• Strong team and cross department working skills

• Proactive towards work

• Solutions oriented with strong problem-solving skills

• High attention to detail

• Excellent Time Management, Planning & Control

This is a junior- mid level position.