We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.

*You’ll work 80% of your contractual hours for 100% of your pay, giving you more time to do the things that make you happy. 4DWW is subject to successful completion of probation and is not a contractual benefit*

Job Title: IT Support Engineer (Site Based) in Norfolk

Salary: up to £32,533.00 per annum + £3,000 Car Allowance.

Location: South West, Norfolk.

Hours: 37.5 hours per week, Mon - Fri 08:30am - 16:30pm

UK Applicants Only - Sponsorship Not Provided

JOB PURPOSE:

Provide 2nd/3rd line support services as part of a wider team of experienced engineers to assist with the company's progression. The post holder would be responsible for assisting, fixing and maintaining general service requests, incidents and problems for multiple sites across, escalating where necessary and assisting the wider IT Team with investigations and rollouts of new technology. The engineer will be required to provide on-site support across our four Schools based in the South East of England (Norfolk region), with the ability to support additional sites further down the line.

KEY ACCOUNTABILITIES:

Troubleshoot and resolve incidents, major incidents, problems and service requests, providing regular updates to the end user.
To be the first point of escalation for the 1st and 2nd line support engineers.
Acting as the first point of contact for specific sites and managing site relationships.
Work closely with the IT Service Desk Manager, to define and improve processes and Service Improvement Plans.
Own, monitor and resolve incidents and requests in a timely manner, escalating where necessary to the IT Service Desk Manager.
Liaise with 3rd Line and the Infrastructure team on infrastructure problems defining and agreeing remediation and/or improvement plans.
Liaise with the Software and Applications team on application problems, contributing to remediation and/or improvement plans.
Conduct root cause analysis of major incidents and problem records, contributing to the implementation of remedies and preventative measures.
Manage and remediate Cyber and Infrastructure P1 incidents.
Configure and maintain user permissions on Sharepoint or file servers.
Contribute to building the knowledge base, sharing knowledge across the service desk and wider IT team.
Install applications.
Administer and manage user accounts and permissions (Active Directory/Office 365/Azure AD).
Provide support for printers, both hardware and software.
Configure devices such as laptops, mobile phones, and tablets.
Manage mobile device configurations in Jamf or InTune.
Support Web filtering.
Support connectivity and hardware over multiple sites, both on site and remotely.
Support server environments.
Support of cloud telephone systems and ensure a smooth operation.
Support networking equipment such as routers and switches (Cisco Meraki & Unifi)

REQUIREMENTS

Technical skills:

Experience with server environments (Windows) (essential)
Knowledge of user account management and permissions (Active Directory/Microsoft 365/Azure) (essential)
Experience with cloud-based solutions (Microsoft 365) (essential)
Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (essential)
Understanding of Jamf and/or Microsoft Intune (essential)
Ability to troubleshoot application issues and perform scripting (essential)
Knowledge of IT security and compliance (essential)
Experience in troubleshooting and supporting hardware and software for various devices (essential)
Understanding of virtualization (preferred)
Experience with VOIP/Telephony solutions (Uboss) (preferred)
Knowledge of network management tools (preferred)
Understanding of network technologies (Cisco Meraki, Smoothwall, LAN/WAN) (preferred)

Experience and Skills:

3 to 5 years’ experience in 2nd/3rd line support role within a technical support desk or MSP (essential)
Holds or is working towards a professional qualification in IT or a related degree (preferred)
Strong knowledge of desktop and server platforms (essential)
Proven experience operating in an ITIL framework (essential)
Strong understanding of IT infrastructure and technical diagnostic skills (essential)
Strong customer service skills (essential)
Proven experience in knowledge sharing and creating knowledge base articles (essential)
Broad technical knowledge of PCs/peripherals and their architecture (essential)
Strong working knowledge of current software packages and operating systems (essential)
Experience with service desk products (essential)
Ability to manage site relationships and act as a first point of contact
Attention to detail, ability to follow processes, and take ownership of tasks or issues
Excellent communication, organisational and interpersonal skills
Ability to learn, prioritize workload, and meet tight deadlines
Ability to work on own initiative, tackle tasks proactively, address and resolve problems methodically
Ability to diagnose faults in the hardware/software/operating systems
Contributes to and supports team collaboration
Ability to work well with challenging customers and under pressure

The post holder will be expected to travel to schools and office locations in the UK when required.

The post holder will be expected to do training and keep professional qualifications up to date and relevant to the post.

Why join Outcomes First Group?

About the Group

Outcomes First Group is the leading provider of specialist education in the UK. We exist to give neurodivergent children and young people access to a great education that caters to their specific needs, abilities and aspirations.

There are three brands in our Outcomes First family: Acorn Education, Options Autism and Momenta Connect. Together, we educate, care for and support children, young people, and adults across the UK, empowering them to be happy and make their way in the world.

We are really proud to say that in 2024, Outcomes First Group were officially certified as a ‘Great Place to Work’ for the fifth year running.

Our Vision

Empower every child, whatever their ability, with a world-class education that nurtures potential, inspires lifelong learning, and equips them to thrive in a diverse and evolving world.

Our Mission

We commit to unlocking our pupils’ potential through personalised learning, innovation, and opportunity, supporting growth and aspirations.

Our Promise

We Listen.

We never assume.

We work together.

To make the remarkable happen.

We are accountable.

To each other and for one another.

Benefits

Your health and wellbeing are important to us, so you’ll get an exceptional reward package including:

Life Assurance
Pension scheme with options to increase your contributions
“Your Wellbeing Matters” – access to a wide range of first-class mental health support services and physical health checks
Family Growth Support - inclusive benefits package covering enhanced maternity and paternity leave, along with paid fertility treatment support.
A wide range of health, wellbeing, and insurance benefits
100’s of discount options valid in the UK and abroad
Electric Car Purchase Scheme
Critical illness cover

We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS

We are an Equal Opportunities Employer.

Outcomes First Group

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IT Support Engineer (Site Based) in Norfolk