IT Support Specialist

Job Introduction

IT Support Specialist 

Here at BPP, part of Lyceum Education Group, an opportunity has arisen for an experienced and analytical individual to join the team as an IT Support Specialist. You will be responsible for delivering IT services to Lyceum Education Group staff and student environments, ensuring effective delivery of hardware provision and technical support. The IT Support Specialist will be assigned several sites by their team leader for which they will be directly responsible in managing.

What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!

Why work for BPP?

It is a great time to join BPP as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP Education Group such as:

• Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
• With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
• We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.

Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family

What you’ll be doing

In this role you will deliver IT services to Lyceum Education Group staff and student environments, ensuring effective delivery of hardware provision and technical support. The IT Support Specialist will be assigned several sites by their team leader for which they will be directly responsible in managing. The team ensures that IT hardware including, classroom-located devices, laptops and mobile phones are provisioned, maintained, and supported to a high professional standard whilst interacting with staff and students. Success in the role will ensure the smooth running of technology across the Group’s estate, maximising service delivery of educational services to our customers and the productivity of BPP’s internal business services.

As such, you will be responsible for:

Key Responsibilities

• Point of escalation for the 1st line IT Service Desk and IT Support Technician’s.

• Support BPP's hardware estate, including desktops, laptops, tablets, and smart devices, as well as Operating Systems and applications.

• Build Desktops and Laptops using SCCM/Intune to support IT Support Technicians where necessary.

• Take ownership of incidents/request and manage them through to resolution or ensure timely escalation within ServiceNow.

• Assist with the coordination, management and resolution of Major Incidents.

• Manage the IT Support queue in ServiceNow, ensuring tickets are resolved within SLA/OLA or escalate accordingly, in a timely manner.

• Provide remote assistance using prescribed tools such as; GoToResolve, SCCM Remote Tool, Microsoft Teams.

• Provide Telephony support across a range of systems (MS Teams, Vonage).

• Mobile device support and administration via Intune.

• Administration and troubleshooting of our Computer Based Exam software.

• Monitor and maintain stock levels, ensuring the Asset register and stockrooms are kept up to date in Service Now

• Liaise with the team and 3rd parties to obtain quotes for additional hardware, software and IT peripherals

• Liaise with 3rd parties to manage the asset lifecycle, including disposal and supporting documentation to evidence data destruction

• Produce technical training guides and documentation to share knowledge with internal teams including the service desk, in Service Now.

• Produce non-technical training guides and documentation to aid self-service for staff, in Service Now.

• Point of escalation and SME for specific BPP Software/Applications.

• Liaise with other teams within the IT Department to assist with resolution of Incidents/Requests and project work.

• Assist with new or ongoing IT related project work.

• Proactively manage assigned sites and suggest improvements and innovation.

What we’re looking for

To be successful in this role you will need to have a proven track record in the following areas:

Skills, experience & qualifications required – Essential

• Solid knowledge of Office 365 applications

• Solid background in Active Directory

• Network troubleshooting (including wireless), IP, DHCP, DNS

• Desktop and laptop imaging using SCCM/Intune

• Smart phone, iPad and Windows tablet user support

• Desktop PC and laptop hardware, troubleshooting

• Printer troubleshooting and management

• Remote access via Citrix and Cisco VPN

• Sophos Endpoint administration and troubleshooting

• Projector and audio-visual maintenance and support

• Ability to deal professionally with users, customers, and suppliers at all levels

• Excellent communication skills, with the ability to communicate effectively to non[1]technical users

• Self-motivated and committed IT professional must be able to work on own initiative and without supervision

• Proven experience of working in a high-pressured corporate environment

• 3+ years experience working in an IT support related role

Skills, experience & qualifications required - Desirable

• Microsoft 365 Associate or equivalent level MCSA/MCP Qualification

• Experience in Microsoft Azure

• Experience in Microsoft Endpoint Manager Admin Center

• Experience in providing Apple device support

• Computer Based Assessment software configuration and support

• Cisco switch knowledge and experience

• Basic Scripting (SQL, Powershell

Please note that the successful candidate will be required to undergo a basic DBS check.

As a Disability Confident employer, BPP is committed to providing reasonable adjustments throughout the interview process. Candidates are encouraged to share any adjustment requirements ahead of interview so these can be considered and accommodated.

BPP part of Lyceum Education Group actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP safer recruitment practices

BPP part of Lyceum Education Group reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.