IT Support Engineer 1st/2nd line

Role: IT Support TechnicianLocation: Southwest London, TwickenhamSector: EducationSalary: Up to £38,000

My client has lively, friendly and caring School community, in which innovative teaching is underpinned by strong shared values and complemented by outstanding pastoral care. They aspire to enable our pupils not only to make sense of the world but also to want to go out and improve it.

Position Summary

The IT Technician is a vital member of the IT team, delivering first- and second-line support for the Trust's IT systems. This hands-on role involves troubleshooting technical issues, maintaining service performance, and providing user support.

Ideal candidates will have at least five years of relevant experience, strong technical support skills, and be eager to further develop their IT knowledge and career. Success in this role requires teamwork, strong communication abilities, and a customer-focused approach. A friendly, detail-oriented, and organized professional with effective communication skills (email, phone, face-to-face) is essential.

The IT office supports over 470 staff at Hampton School and Hampton Pre-Prep and Prep School, providing opportunities to work with new technologies. Hampton offers benefits like pension, private healthcare, free on-site meals, and fitness facilities, alongside a culture of equity, diversity, and inclusion.

Key Responsibilities

• Deliver first- and second-line support, resolving IT issues swiftly and efficiently.
• Provide on-site and remote user support for IT systems, devices, and applications.
• Identify and implement long-term solutions to reduce repeat issues.
• Escalate complex problems to senior staff or vendors as needed.
• Follow helpdesk procedures and priorities to maintain service levels.
• Keep users informed throughout issue resolution, ensuring satisfaction.
• Conduct equipment checks and user training as needed.
• Manage IT asset inventory and create/update documentation.
• Support IT Service Manager in service improvement initiatives.
• Assist with IT project coordination, vendor interactions, and team support.
• Provide technical support for events and out-of-hours maintenance.
• Ensure compliance with IT governance standards and policies.
• Recommend improvements to helpdesk processes and IT services.
• Promote a positive team culture and continuous learning environment.

Person Specification

The successful candidate should demonstrate:

• A commitment to pupil safeguarding and well-being.
• Minimum five GCSEs (including Maths, English, and ideally ICT/Computer Science).
• Level 3 IT apprenticeship (e.g., Service Management or Infrastructure Technician).
• Proven experience in first- and second-line technical support.
• Familiarity with Windows, macOS, and various IT systems/applications.
• Strong troubleshooting skills for hardware, software, and network issues.
• Proficiency in Active Directory and ticketing systems.
• Strong organizational, problem-solving, and customer service skills.
• Ability to work independently, prioritize tasks, and escalate issues as needed.
• A proactive, adaptable approach in a fast-paced environment.
• Professional demeanor, attention to detail, and data security awareness.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.