Lead IT Support Engineer

We have an exciting opportunity for a Lead IT Support Engineer to join our well-established Education client in Abingdon, Oxfordshire.

MFK Recruitment has successfully recruited 41 IT Professionals for this well-established company in the past 5 years, 30 are still with the company too!

The successful Lead IT Support Engineer will lead 1 other Technician.

Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed (The vast majority of our candidates have progressed in a short space of time!)

Lead IT Support Engineer- Main responsibilities:

• To manage all incidents and customer requests from receipt to resolution and closure
• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
• Incident and problem management - taking over from 1st line engineers where escalation is required
• Provide exceptional service support to internal and external customers
• To ensure service level agreement standards are met
• To promptly complete any admin paperwork and documentation
• Keep accurate records of all site information using IT Service Management tools
• Promote best practices and adhere to change control process
• Review scorecard weekly with Team Lead & or Manager
• Direct management of a team of engineers including; identification of skills gaps, creation of skills, development and implementation of training programme at both individual and team level
• Performance management of a team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans

Lead IT Support Engineer - Technologies used On-Site:

• MS InTune
• M365 - Applications and administration
• MS Azure
• MS Entra
• Smoothwall - Firewall
• Cisco Meraki - Switches & AP’s
• HP Aruba - Switches & AP’s
• PaperCut print solutions - print management system
• Connectwise/Autotask - Ticketing systems
• 3CX Phone System - used across two of our sites
• Microsoft Purview compliance
• Google Classroom
• Google Admin
• Apple School Manager (ASM)

Desired skills:

• Network Troubleshooting
• Asset management, tracking and administration
• Knowledge and technical understanding of M365
• SLA management and incident management
• Active Directory
• Server patching and administration
• PowerShell
• Laptop/PC repair and maintenance

Some highlights of working with my client:

• Friendly and supportive team
• Personalised training platform
• Skills assessment and personalised progression plans
• Microsoft Gold Partner and Google Partner
• Microsoft and Google training courses, accreditations and exams
• One-to-One training
• Increased holiday allowance and sick pay with level of service
• Company healthcare available
• Purchase discounts
• Social & team building activities
• Employee assistance programme

The successful candidate needs to have their own vehicle as there will be occasional very local travel in Abingdon to other sites.