Bellshill - 2nd/3rd line support - RM Education 3 Months TSR- TBC 8:30am - 5:30pm Pay - £COMPETITIVE Role: Role is to provide 2nd/3rd line support for the client sites from a help-desk. Candidate will be assisting with school infrastructure issues from Bellshill help-desk site, assisting remotely and providing quality customer service, balancing many jobs from different schools. Responsibilities: Management of single and multi-server networks at various school sites UK wide, responding to incident logged by customers via phone, email or online. Resolution and management of issues for network/equipment failure including hardware and software defined by SLA's. Update and note accurately all systems and elements used to carry out work activities in a timely fashion. Manage day-to-day tasks, responsibilities and time ensuring SLA's are achieved. Maintain professional working relationships with colleagues and customers at all times. Soft Skills/experience:Telephone based technical support experience at 2nd line level Strong verbal communication skills. Strong planning, organising and prioritising abilities. Highly customer focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery.Technical Skills/experience EssentialKnowledge of most browsers and configuration settings (e.g. proxy) and features (e.g. add-ins / extensions) Solid understand across the Microsoft 365 and/or Google GSuite productivity and collaboration tools. Microsoft O365 product portfolio e.g. Exchange Online, SharePoint, Teams Google G-suite product portfolio e.g. Classroom, Drive, etc Desirable skillsExperience of Microsoft 365 and GSuite Admin Centres/consoles PowerShell scripting (querying and editing of user accounts, Exchange Online settings, mail policies etc) Information / Cyber Security awareness and certification Understanding and practice of ITIL functions and processes Experience of working within the education sector.