Roaming Engineer

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Job description

Job Title: Roaming IT Support Engineer

Overview: A leading Education ICT solutions provider is seeking a Roaming IT Support Engineer to assist with the ongoing operation and maintenance of network infrastructure in schools. The successful candidate will provide on-site and remote support, ensuring the seamless operation of technical systems within multiple educational establishments. This role will involve diagnosing, troubleshooting, and resolving issues, as well as contributing to the long-term improvement of client networks.

Key Responsibilities:

On-Site Support (Roaming Engineer):

• Manage a designated group of client sites, handling 1st and 2nd line technical issues.
• Act as the first escalation point for technical problems within the school, escalating more complex issues to the central helpdesk as necessary.
• Collaborate with account managers and senior engineers to develop strategic solutions for each client.
• Proactively identify technical improvements and areas for growth, communicating opportunities to the account management team.
• Provide clear, concise communication to clients regarding technical information, and effectively relay commercial details to account managers.
• Ensure a high level of technical expertise is delivered to all customer networks.

Remote Helpdesk Support:

• Participate in the remote helpdesk team, responding to support tickets via phone, email, or a central helpdesk platform.
• Take ownership of incoming support requests, managing them methodically from diagnosis through to resolution or escalation.
• Perform thorough diagnostics with end users, ensuring all necessary steps are taken to resolve issues.
• Keep the Technical Services Manager updated on ticket progress and escalate issues as appropriate.
• Work closely with other engineers on escalated issues and provide feedback to clients when necessary.

System Checks and Monitoring:

• Conduct regular system checks for client networks, including:
• Disk space monitoring.
• Backup verification.
• Event log analysis.
• Monitoring of Cluster Shared Volumes and shared storage for hypervisors.
• SNMP trap management.

Project Work During Holidays:

• Participate in planned engineering projects during school holidays, assisting in infrastructure upgrades, new installations, or other large-scale technical initiatives.

General Duties:

• Self-manage tasks and priorities to ensure timely and effective support is provided to all clients.
• Undertake additional duties as assigned by the management team to meet evolving business needs.

Work Experience Requirements:

• Minimum of two years experience managing enterprise-level network infrastructures or service desk operations.
• Hands-on experience with virtualization platforms, with preference for VMware or Hyper-V.
• Experience with cloud services (desirable but not essential).

Educational Requirements:

• Professional qualifications such as a degree in Computing or related fields, or certifications like Microsoft Certified Systems Administrator (MCSA) or Microsoft Certified Systems Engineer (MCSE).
• Additional certifications in specialised IT technologies (e.g., Aruba, Cisco, HP, or other enterprise-level software/hardware) would be advantageous.

Key Competencies:

• Strong problem-solving skills with a proactive and can-do attitude.
• Ability to communicate complex technical information clearly and effectively to both technical and non-technical stakeholders.
• Strong organisational and time management skills, with the ability to work independently.
• Flexibility to travel between client sites and manage priorities across multiple locations.

This job description is designed for a versatile IT professional with a passion for providing high-quality support within the educational sector. The role is an excellent opportunity to work hands-on with cutting-edge technologies, developing solutions that directly impact the learning environment.

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