1st Line Engineer | Hayes, London (Onsite)

Job Specification

Hello, we are inTEC

Our group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.

We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.

We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.

Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business.

Discover more about Sweethaven Education.

Role Profile

The 1st Line Engineer will be based at one of our key education customers in Hayes, London, providing 1st line support across 3 school sites.

Day-To-Day Responsibilities

• To manage all incidents and customer requests from receipt to resolution and closure
• Troubleshoot and diagnose desktop and system problems and assist remotely and in person within Sweethaven SLAs.
• Respond to user software or hardware queries via ticket, phone, or in person.
• Update the ticketing system, ensuring all calls have been logged and all notes are completed and up to date.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
• Review weekly timesheets and KPI scorecards.
• Assist in monitoring tasks where required

Personal Attributes

• Strong communication and customer service skills
• Ability to work independently and take initiative
• Strong work ethic and ability to work in a dynamic work environment.

Qualifications & Experience

• At least 1 year of experience in an IT support role
• Experience in service delivery environment
• Proven experience of delivering to SLAs
• Proven experience in delivering excellent customer service

Conditions

A full driving licence and access to your own vehicle is required for visits to other sites within the local area. inTEC Group is committed to safeguarding and promoting the welfare of children and young people. As a school based role, employment will be subject to a satisfactory enhanced DBS check and safer recruitment checks.

Recruitment Process

We want the best people to join our team.

It’s important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.

Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.

We also want YOU to ask US questions, so please come prepared with relevant questions.

Good luck!

Our Values

Here at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:

• We are curious.
• We are determined.
• We are open.

Our Community

Corporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:​

• Community – helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups;
• People – finding and developing great people throughout their inTEC journey;
• Environmental Management – managing our impact on the environment in a responsible and ethical manner.

Over the years, we’ve helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.

Our Culture

Across all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work. The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee ‘n’ cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.

Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!

Next Steps

Please email your CV and covering letter or any queries you may have to our Recruitment Team at: recruitment@intecbusiness.co.uk

Discover more about inTEC at weareintec.co.uk.