Working with wider teams within Capita and under the regional Operations Team Leader, this role will be providing day to day support of a school’s ICT systems to ensure a robust and stable platform for the delivery of teaching and learning.

• Day to day priorities and tasks will be managed by the school and Operations Team Leader with escalation into Capita teams for more complex issues/advice, as needed. You will be accountable for the on-site daily management of the nominated service client, ensuring that Service Level Agreements and Key Performance Indicators are attained
• To deliver excellent technical support and first-class customer service support with a high degree of customer satisfaction and timeliness
• Responsible for the management of Onsite Engineering Incident requests ensuring that all aspects of Capita Quality assurance and Best Practice are adhered to
• Providing technical support, 1st and 2nd line customer facing and remote support, being attentive to detail, friendly and reliable with good organisational skills. Can work under pressure to deliver an excellent level of service.

What you’ll be doing

Providing technical support, 1st and 2nd line customer facing and remote support, being attentive to detail, friendly and reliable with good organisational skills. Can work under pressure to deliver an excellent level of service.

The Onsite Support Engineer will be responsible for the delivery and maintenance of the following core tasks:

• Working with the school’s team and wider Capita teams ensure all Onsite Service Levels and Key Performance Indicators are met
• Adoption of core ITIL disciplines: Incident, Problem and Change Management and be able to demonstrate their effectiveness through Key Performance Indicators
• Support the school and Ops Team Leader to maintain relationships with 3rd party suppliers working in collaboration with educational Facilities Management teams
• Day to day management of the school’s ICT systems
• Preventative maintenance of all contractual ICT Managed Service assets is performed and documented
• ICT Asset Management – ensuring the movement of contractual ICT assets are controlled and centralised asset registers are updated accordingly, to include hot swap stock and spares control and replenishment
• Ensure the delivery and maintenance of the standard desktop image, providing a timely reimaging process in conjunction with SLA’s and KPI’s
• ICT Equipment Disposal – ensuring that disposal of educational ICT equipment is controlled and performed in conjunction with approved 3rd parties
• Other reasonable requests

What we’re looking for:

Essential

• Previous experience of Onsite Support in an IT support role, ideally in an education setting
• Knowledge of Microsoft Operating Systems including Windows 10 and Windows Server 2012/2016/2019 products.
• Experience of Microsoft applications including Office 2016/2019, Office 365, Google Classroom and SCCM/MDT.Active Directory support
• Group Policy support
• Windows Server 2019 (and previous versions)
• Administration of Office 365 / SharePoint
• Antivirus Management
• Able to follow SLA, escalation of calls

About us

At Capita IT Services, we’re connecting people to the services they need the most, from application and service management, to data-centre and cloud capabilities. We’re delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future.