1st / 2nd Line Service Desk Technician

1st / 2nd Line Service Desk Technician (Education Sector Support)

Merseyside (On-Site at Primary Schools)Full-Time | 08:30 - 16:30 | Term-Time Working Hours

Are you a proactive and customer-focused IT professional looking to make a real difference in the education sector?

We’re looking for a 1st / 2nd Line Service Desk Technician to join our expanding technical team, supporting primary schools across Merseyside.

As part of a friendly and experienced 20-person tech team (10 based locally), you’ll be the face of our client’s IT support, working on-site at schools and delivering outstanding service to help staff and pupils thrive in a tech-enabled learning environment.

Key Responsibilities:

Day-to-day Support

• Provide 1st and 2nd line technical support via our service desk (Freshdesk) and Remote Monitoring tools (Atera)
• Maintain and support offsite backup solutions (Altaro & MBS), and ISP filtering systems (Smoothwall)
• Respond to service desk queries, track issues through to resolution, and ensure client satisfaction
• Proactively monitor and maintain antivirus, patching, and backup systems across client sites

On-Site School Support

• Act as the main point of contact for IT support at primary schools
• Deliver hands-on support for Microsoft, Apple, and Google MDM/cloud solutions
• Schedule and communicate technician visits, ensuring punctuality and professionalism
• Document recurring issues and create internal knowledge base materials

Team Collaboration & Reporting

• Attend regular technical team meetings and share service desk performance updates
• Produce weekly management reports on service calls and trends
• Assist with internal IT projects and pre-rollout equipment builds
• Promote additional IT services to schools and support the sales team with technical advice

What We’re Looking For:

Technical Skills & Experience

• Experience in 1st/2nd Line IT support
• Working knowledge of Freshdesk, Atera, Smoothwall, Microsoft/Google admin consoles
• Strong troubleshooting skills and proactive system monitoring abilities
• Comfortable working independently on-site and liaising with teaching and admin staff

Personal Attributes

• Excellent communication and interpersonal skills
• Highly organised with the ability to manage multiple priorities
• Initiative-driven and solution-focused with strong attention to detail
• Reliable and professional with excellent timekeeping
• A team player with a positive, can-do attitude

Why Join Us?

• Make a real difference in local schools through hands-on support
• Join a supportive and experienced team of IT professionals
• Be part of a growing company that values innovation, development, and service excellence
• Enjoy consistent working hours with term-time-friendly schedules

Ready to take the next step in your IT career and help shape the future of education technology in Merseyside?

Apply now and become part of the journey!