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Senior ICT Support Engineer needed near Heathrow - Immediate Start

Permanent  for iForge Ltd in Hounslow

iForge are currently recruiting for a permanent Senior ICT Support Engineer to be part of a small team implementing and supporting Windows, Mac and Mobile technologies at our client schools in the west London area. The role will be based at our office near Heathrow although regular site visits will be required for on-site support on client sites (typically Schools / Academies etc. in the West London area).

Experience of the Education Sector is desirable although not essential. The successful candidate will be responsible for designing and specifying infrastructure, carrying out installation works, providing support and maintenance (both remote and onsite), and maintaining Company IT systems.

Established over 10 years ago, iForge has an excellent reputation for providing IT support within the education sector and we are looking for an engineer with a long term view on the role. This is a superb opportunity for a senior IT Support professional who is looking for a varied and flexible role in a small but growing company.

Senior ICT Support Engineer – Salary 35-42K plus benefits

Key Responsibilities:

1.Maintain and develop the organisation's ICT infrastructure and application suite in line with current strategy.

2.Design, specification and Installation of IT systems at client sites.

3.Provide support to customers to assist in the resolution of issues raised in accordance with their SLAs.

4.Responsible for planning, allocating and coordination of the correct internal resources to resolve the call in a timely fashion.

5.Maintain infrastructure service systems and associated documentation.

6.Support and advise customers in the appropriate use of hardware and software

7.Monitor and assist in the management of the customer's ICT support service if appropriate.

8.Assist in support and management of software installations and upgrades where required

9.Prioritise resolution of problems; allocate tasks between support/development staff.

10.Manage renewals of third party software licences/media updates/domains etc.

11.Work to understand the applications supported, gain domain knowledge and seek to understand how the client uses the applications supported.

12.Ensure adherence to escalation procedures. Respond to escalated, complex and high impact user calls in a timely fashion.

13.Proactive self-directed learning to develop relevant knowledge and skills

14.Provide support and implementation activities outside of agreed service hours operating periods.

15.Manage Helpdesk

Skills requirements:

1.Experience in Infrastructure support roles.

2.Able to undertake 1st & 2nd line problem solving.

3.Knowledge of networking principles and administration - WAN / LAN and corporate ICT

4.Knowledge of computer hardware – we use Dell primarily

5.Proficient in most of the following technologies:

a.Microsoft Windows XP, Windows Vista, Windows 7 (mainly), & Windows 8

b.Microsoft Office 2007/2010/2013

c.Microsoft Server 2008/2012 R2

d.Microsoft Exchange 2007/2010


f.IOS and Android occasionally used

g.Virtualisation technologies

h.VPN / Remote access solutions – We use SonicWALL primarily

i.WiFi – We use Ruckus and SonicWALL primarily

j.Active Directory

6.Knowledge of proactive backup and disaster recovery measures

7.Knowledge of Interactive Whiteboard and projector technologies – We use SMART primarily

8.Knowledge of Autotask would be useful although not essential.

9.An uncompromising approach to outstanding customer service.

10.Excellent team working skills.

11.Good communication skills and a capacity to work with a wide range of people.

12.A commitment to Health and Safety practices and procedures.


1.Microsoft Certified Professional qualifications (MCITP, MCSE, MCSA, MCTS, MCP etc.) would be useful although not essential.

2.Cisco qualifications (CCNA etc.) would be useful although not essential.


1.Full UK Driving licence and own car essential.

2.No criminal record essential as CRB check must be provided to schools


1.Gym and Swimming pool membership included in current office complex.

2.Employees are allowed to buy discounted electronic / computing items for personal use (trade prices).

3.Additional KPI Targets can be discussed with the right candidate for additional annual bonus.

Job added on 23-08-2014