Tier 3 Service Desk Engineer

About the role

Contract:        Permanent

Hours:            fulltime at 37 hours per week, 52 weeks per year (flexible work requests                         considered)

Salary:            FTE £30,000 - £35,000 p.a.

Location:       Hybrid working - 2 days in HFL Head Office, 3 days remote or onsite at                  educational settings or as required to meet business needs.

HFL Education is a not-for-profit organisation providing all the services, training and resources needed to deliver a great education to every child, to help them flourish and reach their full potential. Our Technology in Schools team provides a managed IT service to schools, settings and trusts that ultimately enhances educational outcomes. As an education provider, we understand the distinct uniqueness of schools, settings and trusts. That's why we offer cost-effective digital solutions that enhance technology in the classroom.

Role Overview:
We are seeking a passionate and proactive skilled Third Line Service Technician to join our dynamic team. Working on our service desk in term-time, you will be responsible for advanced troubleshooting. In school holiday periods you will have the opportunity to develop your skills by supporting our Professional Services Team delivering projects out in schools. 

Key Responsibilities:

• Provide advanced troubleshooting and technical support.
• Collaborate with HFL colleagues, schools, settings, and trusts to resolve IT issues.
• Maintain detailed documentation of technical issues and resolutions.
• Stay updated with the latest technology trends and best practices in education.

Requirements:

• Passion and commitment for technology and schools
• Experienced service desk engineer
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and technical expertise.
• Ability to work both independently, and as part of a team.

What We Offer:

• A supportive and collaborative work environment.
• Opportunities for professional development and growth.
• Flexible working arrangements to support work-life balance.
• The chance to make a real difference in the education sector.

Benefits: a generous employer pension contribution, 28 days annual leave plus bank holidays (rising to 31 days after five-years) or the equivalent paid for Term Time employees, family-friendly policies, hybrid working, paid mileage, a cycle to work scheme, onsite charging points for electric vehicles, access to mental health and wellbeing support, company performance bonus, professional development opportunities, benefit schemes for discounts and cashback offers, and more.

Would you like to know more information about this opportunity? If so, further information can be found in the job outline. You can also contact Steve King who would be happy to chat to you on 07795 686130 email stephen.king@hfleducation.org

To apply, email hfl.recruitment@hfleducation.org with a detailed CV along with a cover letter to include responses to the following questions, alternatively apply via our website: Join our team | HFL Education

1. What has motivated you to apply for a T3 service desk engineer role with Technology in Schools? Where can you add most value to our team’s highest level of technical support?
2. Please provide an example of a situation where you documented an innovative solution or created an impactful knowledge base article to prevent future issues. How did this documentation support the development of your colleagues and improve overall service desk effectiveness and/or efficiency?
3. How do you approach sharing knowledge and best practices with more junior colleagues? Can you give an example of how you fostered a culture of collaboration and encouraged a hunger for developing knowledge within your team?

As part of our move towards eradicating unconscious bias within the recruitment process, we will be anonymising your forms.

For recruitment queries, our Central Recruitment Team can also be contacted on the hfl.recruitment email address above. We would love to hear from you.

We will be reviewing applications on a rolling basis, we may close the advert if we find a suitable candidate. To make sure you don’t miss this great opportunity, please submit your application as soon as possible.

We are committed towards becoming an anti-racist organisation, and our recruitment statement is set out below in support of this.

HFL is committed to being an equal opportunities employer. We insist on the equal treatment of all current and prospective colleagues and will never condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

HFL is also equally committed to becoming an anti-racist organisation and we encourage you to view our Anti-racist position statement which gives clarity on our anti-racist stance. In our relentless efforts to be an anti-racist organisation, we recognise the negative impacts of under representation and lack of diversity in our organisation, our education system and in all aspects of our society. Therefore, for recruitment into any HFL post, where we have 2 or more candidates of equal merit, candidates with protected characteristics will be given advantage over candidates without such characteristics. This is sometimes referred to as a ‘tie-breaker’ and is referred to as ‘positive action’ in the Equality Act 2010.

To help us meet our high standards and aspirations of a fully diverse and inclusive workplace, we strongly encourage suitably qualified applicants from all backgrounds to apply and to join us.

Please note that if you are invited to interview, we will expect you to be prepared to discuss unconscious bias with us; we find these conversations more than any others give us all a good idea of what working together will be like.