Technical Support Engineer

About Us Supporting Education Group is the leading education services platform in the UK working with schools, learners, multi academy trusts, local authorities, nurseries, and government departments to help solve the biggest human capital challenges facing the sector. Our goal is to empower students, educators, schools and governments with the technology, expertise and resources to ensure a high-quality education for all. The group is shaped into four practices covering qualifications and training, recruitment and supply, professional services and SEND and inclusion with a strong passion and collective purpose to make a positive impact on the education sector.

About the Job We are looking for a proactive and technically capable Technology Support Engineer to deliver a blend of first and second line support, proprietary application support, and engineering assistance. Sitting within the Group IT Operations and Infrastructure Directorate and reporting to the Technology Support Manager, this role plays a key part in supporting internal and external users and enhancing service desk operations. Working closely with our outsourced IT service desk partner, you will act as a key point of contact within SEG for escalations, local support, and device management, support and configuration- helping to ensure a seamless and effective support experience for all colleagues.

• Deliver Exceptional Support: Provide first and second line assistance for hardware, software, and systems, ensuring smooth operations for all users.
• Be the Key Liaison: Act as the vital link between SEG and our outsourced service desk, managing escalations and driving efficient resolutions.
• Champion Service Excellence: Monitor ticket performance, follow up on escalations, and maintain high standards of service delivery.
• Hands-On Technical Work: Build and deploy devices, manage user onboarding/offboarding, and support localised technical needs.
• Enhance Our Infrastructure: Assist with basic network checks, patching, and maintenance tasks using Microsoft technologies.
• Support Proprietary Applications: Resolve queries for business-critical apps and escalate complex issues when needed.
• Drive Knowledge Sharing: Maintain accurate documentation and contribute to process improvements within the IT support function.
• Collaborate on Projects: Participate in service reviews and improvement initiatives that shape the future of our technology landscape.

About You

• Experience in a first/second line support role, ideally in a multi-site or distributed environment
• Experience using service management/ticketing systems
• Experience working alongside or managing third-party service providers
• Strong working knowledge of Microsoft 365, Windows 11, and endpoint devices
• Familiarity with Active Directory, user management, and basic networking
• Exposure to cloud platforms (e.g. Azure), Microsoft Endpoint Manager (Intune), or similar technologies
• Understanding of ITIL principles or experience in an ITIL-based service environment
• The ability to do basic triage where tickets are escalated to us from our service desk colleagues to ensure tickets we have to escalate contain all the relevant information for the teams you are escalating to
• Basic knowledge of T-SQL would be useful for this but is not essential
• Full Driving License and own transport, as occasional travel to other SEG sites in the North of England will be required as needs arise

Benefits that actually make a difference 28 days' holiday + bank holidays plus an extra day for every year you stay (up to 33) and option to buy up to 5 more days (all pro-rata for part time roles) Enhanced paid family leave (after probation pass) to help new parents and long-term carers Medical cash plan (after probation pass) making contributions towards everyday health costs such as dental, optical and prescriptions Life insurance from day one (up to 4x salary) PLUS free wellbeing support with access to 24/7 GP, counselling, medical second opinions, physiotherapy and lifestyle coaching Pension contributions from both of us (after 3 months) Discounts access to different options to help your money go further Flexible benefits you choose such as extra holiday, healthcare, bikes, gym, electric cars & Give As You Earn (after probation pass) Learn & grow with us we invest in your development with ongoing learning, training and career growth opportunities Volunteer days 3 paid volunteer days each year, with two dedicated to education Because great people deserve great benefits. By joining Supporting Education Group, you will become part of a community that is dedicated to transforming lives and sustaining communities, where your voice is heard, your ideas are valued, and your individuality is celebrated. Together, we will continue to advance our passion for education and build brighter futures for all. Employment offers are subject to satisfactory vetting checks. These checks will be run in line with the latest guidance and legislation. You will need to already have the right to work in the UK, as we are not able to offer any sponsorship(s) for visa applicants.