It support engineer

Job Title: Senior ICT Technician Duration: Contract until the end of July 2024 Location: Liverpool (4 day a week contract role, fully onsite) IR35 Status: Inside IR35 Urgency: Immediate start, enhanced DBS required or must be willing to obtain one. Summary: The Senior ICT Technician will provide customer-focused ICT support services. This role involves maintaining service delivery standards and providing hardware and software support to ensure high service levels. Systems Facilities: Mixed Microsoft and Apple domain ~800 HP laptops and MacBooks, 150 desktops, 130 iMacs, 50 servers Cisco VOIP phone system Classrooms with interactive whiteboards, data projectors, and audio systems HP switches throughout LAN infrastructure Microsoft Windows 2008 R2, Office, Exchange and SharePoint 2010, Symantec Backup Exec 2012, Smoothwall, SIMS, Meru wireless, EasyTrace cashless cateringKey Responsibilities: Provide first and second-line technical support in a Service Desk environment Manage incidents assigned to second-line support within agreed SLA Escalate unresolved incidents and report third-party service requirements Record and update problems in the Service Management Systems (SMS) Support Service Manager with status updates and additional duties as required Ensure compliance with security requirements and Change Control Procedure Monitor call queues and ensure SLA compliance Make recommendations for service and performance improvementsKey Requirements: Proficiency in Microsoft Desktop Operating Systems and applications Knowledge of Active Directory, Group Policy, TCP/IP, DNS, DHCP, and VLANs Experience with call management systems and working to SLAs At least two years #39; experience in the education sector Mentoring junior staff experience is advantageousInterpersonal and Communication Skills: Excellent verbal and written communication skills Ability to communicate technical issues to non-technical staff and students Strong customer relations skills Proactive and able to work unsupervised Willingness to share knowledge and stay updated on new technologies