Job Ref: 213486019

Date: 2021-04-06 13:45:36

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As a Senior Schools Support Specialist, it is your job to provide advanced support to our schools. You must be dedicated to deliver the TIO support service in a manner that embraces our company values. It is your job to facilitate communication between schools and TIO. You will be part of the central Schools Support Team and report to the Service Desk Manager.You will deal with escalated technical support issues and the post holder will need to engage the appropriate team members across TIO to support in the solution of the technical enquiry with the school – in particular, this will include the Service Desk Manager and where appropriate Regional Team Managers. The role requires strong organisational skills as well as positive and proactive communication both internally and externally.

Responsibilities

Customer service

▪ Manage third line support for schools, providing outstanding levels of customer service and support

▪ Work closely with the 1st line support team and act as a point of escalation for advanced support requirements

▪ Be the go-to point for your area of expertise and specific areas of responsibility

▪ Seek solutions to technical support calls either remotely or by arranging a support visit when necessary

▪ Work as part of the Schools Support Team in Princes Risborough to handle 3rd line requirements, ICT emergencies and school complaints. Always ensuring the customer experience is handled professionally and appropriately in terms of timely response, clear communication and action plans to address the concerns that are raised

▪ Provide great communication with the schools ensuring schools and TIO teams are kept up to date with relevant information at all times

▪ Ensure that schools are aware of and ideally using the customer portal

▪ Ensure all tickets are kept up to date in a well written and professional manner so that all parties are aware of call status and actions being taken. This is essential so that we can regularly track and report on the customer experience and monitor response times.

▪ To help improve and develop the Schools’ Support Team and associated services

Technical Experience

▪ Resolve and manage any technical issues that are affecting the efficient running of the schools as quickly as possible, providing robust technical solutions that are communicated in a simple and effective manner so that schools understand the action taken

▪ Work on tickets raised regarding presales quotes in a timely manner

▪ Monitor and resolve TIO Active alerts where directed

Resolve ICT issues such as:

o Network related issues including VLANS, routing and wireless configurations

o Server failures and system rebuilds

o System backup and configurations including cloud and onsiteManagement of Windows domain networks, DHCP, DNS, ADFS

o Hyper-V configurations and troubleshooting, including migrations and upgrades

o Storage cluster configuration and troubleshooting including SAN’s

o Major updates of software and critical systems

o General issues with PC’s, iPad’s and other ICT equipment

o Setup, configuration, and maintenance of cloud-based systems including Office 365 and Google GSuite using command line tools

o Azure configurations and associated synchronisation tools

o Remote access including RDS and VPN configurations

▪ To undertake project work and lead on various projects from inception to implementation

▪ Provide internal network support where requested

Quality

▪ Control of documented information e.g. review, amend and approve company documents relating to the role where directed

▪ Customer relations/satisfaction e.g. customer feedback

▪ Ensure any non-conformances are reported (for any mistakes or complaints etc.)

▪ Being part of a culture of continuous improvement

▪ Keep the internal systems updated with school information

General

▪ Ensure excellent communication with schools, your manager and other team members – calls and emails are responded to every day

▪ Work effectively with the Service Desk Manager and the Schools Support Team to update progress, ensure best use of weekly hours and resolve any ongoing issues

▪ Follow company procedures for placing orders, requesting installations and help ensure that the company are aware of any new opportunities

▪ To work safely and in accordance with the company’s health & safety policy and procedures and to be aware of your health & safety responsibilities within your team

▪ Complete timesheets promptly

▪ Helping to train and induct new and inexperienced members of the team

▪ Ensure behaviour, including appearance and punctuality, meets standards outlined in consultant guidelines

▪ Any ad-hoc tasks that TIO might require

Skills/Abilities

▪ Strong experience with ICT and technical issues

▪ Outstanding levels of customer service with positive and pro-active communication skills both verbal and written

▪ Experience of leading on installations of servers and networks

▪ Demonstrable ability to make proactive decisions when an ICT emergency occurs

▪ Flexible and approachable

▪ Committed to make a positive impact to your end users including teachers and pupils and school admin staff

▪ Adaptable and able to cope with change including travelling to a variety of schools, within the area

▪ Able to work independently and good at planning and organising own time effectively

▪ Excellent team player

▪ Ability to motivate and inspire others within a team ▪ Ability to multitask and remain calm under pressure

If you like the sound of this opportunity please dont hesitate to get in touch with Sean Dunn at Verelogioc Group

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