IT Service Support Engineer

Package Description

Location: George Watson’s College, Edinburgh

Contract Type: Permanent, full time, 38.75 hours per week

Salary: The salary for this position will be in the Grade 3 range which currently stands at £29,807 - £35,300 (based on 36.25 hours per week).  This equates to £31,862 - £37,734 per annum for the contracted hours.

Benefits:

• Seven weeks annual leave (two weeks taken over Christmas and New Year)
• Automatic enrolment in the contributory support staff defined contribution pension scheme,
• Reduced school fees at George Watson’s College for children of staff
• Membership of the Galleon Club (the school’s fitness club)

The Role

George Watson’s College is looking to appoint an IT Service Support Engineer. You will be part of a talented, supportive and collaborative team, providing 1st and 2nd line IT support to approximately 500 GWC Staff and 2,500 Pupils. As the IT Service Support Engineer, you will deliver prompt and professional service by taking responsibility for each reported issue and escalating when necessary.

The IT Service Support team is responsible for all end user hardware and software across a large campus of 26 buildings which includes lots of offices, classrooms, event spaces and workrooms, so the day-to-day work is varied and interesting. It’s a busy environment with a focus on supporting and enhancing learning and teaching as well as core operations. This role uniquely offers lots of opportunities to directly influence and drive change through individual and team projects.

George Watson’s College prides itself on supporting and developing their teams. As such, you will be expected to participate in training and personal development relevant to the role.

APPLICATION PROCESS

To apply, please click the Apply for this job button. Please include a letter of application of not more than 800 words giving us more information about you, your skills and experience and why you would like the role, addressed to Miss Karen McPhillips, Head of IT Services.

Closing date: 11:59pm on Thursday 12 September 2024

Interviews date: Monday 23 September 2024

Main Responsibilities

IT Service Desk Support

To provide a prompt and professional IT support service to all GWC staff by investigating and resolving issues remotely via telephone, email, TeamViewer or face-to-face.

To provide 1st and 2nd line support to resolve tickets raised in our Service Desk quickly, efficiently and with a strong customer service focus.

To support multiple operating systems, particularly; MacOS, Windows 10, iOS, ChromeOS and Android.

To support numerous services and applications, including but not limited to; Google Services, Microsoft Office, Glow, PASS and 3SYS, Adobe Cloud, Projector and Promethean boards, Active Directory, WiFi, BYOD, Sophos Antivirus, and printer management.

To support a range of IT-specific systems in managing our estate; deployment systems (JAMF, MDT & InTune), security systems, hardware and software inventory, etc. 

To undertake administrative tasks that are issued via the Service Desk (TOPdesk), including processing new starts and service requests.

Maintenance and continuous updates to the internal knowledge base documentation by adding common issues, standard solutions, FAQs and guides. 

Project Management and Support

To undertake/oversee projects that are assigned to the role holder.  To manage and deliver projects aligned to the GWC methodology, ensuring best practices is adhered to and projects are delivered on time and within the allocated budget.

To provide input/support for ongoing projects within GWC - e.g.  Software Asset Management, Annual Rolling Device Replacement Program Self-Service Portal etc.

To provide bespoke and standard documentation to help implement & close down completed projects and share knowledge with others in the team.

To undertake a range of projects over the year as well as planning and delivering routine and allocated projects during the key holiday periods.

Maintenance

To undertake research and planning of necessary maintenance for GWC hardware, software and services to fulfil customer requirements.

To plan maintenance diligently with business impact/downtime in mind, liaising with stakeholders who may be affected, and undertaking work out-of-hours as necessary.

Taking corrective actions and/or escalating significant issues or risks to prevent incidents or major impact on school services and core operations.

For full details of the main responsibilities, please refer to the job description.

The Ideal Candidate

Essential criteria:

• Qualification in IT related subjects or equivalent experience & professional certifications

• Demonstrative experience in a busy customer-focused environment

• Experience supporting a mixed environment of Windows (Microsoft), Mac (Apple), and Linux (Chrome) end-user devices and systems.

• Knowledge and experience in supporting Microsoft Server operating systems

• Experience administering and maintaining Active Directory

• Knowledge of operating system deployment technologies.

• Experience working individually and as part of a team on support requests and projects.

• Excellent communication skills all round (email, written, telephone, face-to-face, etc.)

• Strong deduction capabilities to narrow down options with regard to IT-related issues.

• Show passion and enthusiasm to provide professional customer service.

• Open to flexible working patterns to suit the needs of the organisation’s changing priorities and be available to work overtime when/as required.

• Excellent organisational and planning skills and the ability to remain calm under pressure.

Desirable:

• Degree in relevant IT-related fields.

• ITIL Foundation

• Microsoft and/or Apple qualifications

• Working knowledge of Google Apps and GSuite administration (Gmail, GDrive, Google Docs, GoogleSheets, GoogleSlides, Google Classroom, etc.)

• Experience administering database and/or MIS systems (MS SQL, MySQL, PASS & 3sys, etc.)

• Working experience of deployment technologies and system management solutions, such as Jamf, SCCM, Autopilot, SCOM,  etc.

• Managing cloud-hosted platforms such as AWS and Azure.

• Migrating on-premise hosting to cloud platforms.

About the school/organisation

George Watson's College sits in the heart of Scotland's capital city, Edinburgh, providing a world-class education for children and young people from Preschool to Senior 6.

We encourage our pupils to develop a love of learning through an inspiring curriculum and an extensive and inclusive enrichment programme, which are underpinned by the four values we live by: aim high, be kind, join in and respect all.

Our school is a place where pupils have the freedom to thrive, succeed, explore, perform, and grow, giving them the opportunity to discover their own limitless potential.

Preschool, junior and senior pupils all learn and play on the same 52-acre campus, where our sports facilities, music school, art department, technology building and drama studios are within walking distance.

We offer our pupils one of the widest extra-curricular programmes you will find anywhere, plus the opportunity to travel internationally during their time with us, and a broad range of learning experiences outside the classroom.

Digital technology supports and enhances learning, with every pupil encouraged to use their device where it adds real value to developing skills and critical thinking.

Our school has an enviable reputation for the breadth of opportunities pupils have to get active, with around 25 different sports available to both girls and boys. Participation, excellence, professionalism and equality are the four cornerstones of our physical education and sport department here at Watson's.

When it comes to music and drama, our pupils are given the opportunity to co-produce stunning shows, delivering memorable performances that live long beyond school days.

Most importantly, the wellbeing of our pupils matters to us more than anything else. There are various ways we support pupils to proactively manage their mental health, while a range of peer-led programmes has created a culture in which we can all play our part.

All this means that when the sun shines we celebrate the happy moments, and when it doesn't we're there to protect and support, just as our motto says: ex corde caritas - love from the heart. www.gwc.org.uk