POST: Project Engineer

DEPARTMENT: Projects Department

LINE MANAGER: Head of Projects Department

EMPLOYMENT STATUS: Full Time, Permanent

BASE: Medhurst Communications Ltd, Head Office

The post holder may be required to work at off-site locations as required.

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DEPARTMENT FUNCTION

The Projects Department provides comprehensive design and delivery solutions for all our server, storage, network, wireless and security projects ensuring they meet our education and commercial customers requirements. This includes project management, technical pre-sales, audit and scoping, producing design documentation, resource allocation, remote and on-site installation and configuration, user acceptance testing, project sign off and third line support services.

Success is achieved by building relationships with our clients and providing an outstanding level of service.

JOB PURPOSE

Purpose of the Role:

• Project delivery including remote and on-site installation and configuration
• Provide technical pre-sales services for new projects/opportunities
• Carry out technical consultancy and audit services as required
• Produce technical design documentation to support project and sales processes
• Provide third line support services direct to clients and as escalation point from the support desk
• Assist with the assessment and development of new products and services
• Provide professional and courteous service at all times

PERSON SPECIFICATION/EXPERIENCE

Essential:

To be successful in this role we expect candidates to have in-depth experience with;

• Deploying and supporting IT Infrastructure solutions including servers, storage and LAN/WLAN network devices
• Windows Server, Hyper-V, SCCM
• Active Directory, DNS, DHCP, Group Policy
• Backup and recovery systems in a virtualised environment
• Network authentication, for example Radius
• Configuration and troubleshooting of security devices such as Firewalls and Webfilters
• Carrying out customer site surveys/audits and produce required outputs and design documentation
• Producing and implementing complex configurations
• Able to evaluate and solve complex problems, analyse situations accurately and adopt effective actions to point of resolution

Desirable experience:

• Working within an MSP environment and in a presales capacity.
• HPE Server and Storage hardware solutions
• Aruba switching and wireless technologies and management platforms, such as Aruba Central
• VEEAM backup solutions
• Smoothwall appliances
• SD-WAN solutions

Personal Attributes:

• Must be able to work well as part of a team and on your own initiative
• Must be able to demonstrate excellent customer service and communication skills
• Have good attention to detail and take pride in your work
• Must be able to work under pressure and follow instructions
• Have a flexible approach to tasks and duties
• Must be able to travel throughout the UK and stay away from home
• Full UK driving license is essential
• Be prepared to carry out tasks outside of this role, if required, to support the business needs

SAFEGUARDING AND HEALTH AND SAFETY

Medhurst provides services into the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment.

We will carry out Right to Work checks and an enhanced DBS check on all staff. Continued employment with Medhurst could be affected by the results of these checks.

You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.

The post holder must carry out all duties and responsibilities with reasonable care for the health and safety of yourself and any other persons who may be affected by your acts and omissions at work. You must cooperate fully with Medhurst Communications Ltd in health and safety, information security and environmental policies.

EQUAL OPPORTUNITIES STATEMENT

Medhurst Communications is an equal opportunities employer. We are determined that no job applicant or employee receives less favourable treatment on the grounds of sex, gender re-assignment, sexual orientation, religion or belief, marriage or civil partnership, age, race or disability. All information will remain confidential to Medhurst and will be handled in accordance with the requirements of the Data Protection Act and GDPR.

POST: Outsourced Education IT Technician

DEPARTMENT: Managed Services

LINE MANAGER: Managed Services Lead

Employment Status: Full Time, Permanent

BASE: Ringwood, Romsey, Southampton, Portsmouth and surrounding areas

The post holder may be required to work at off-site locations as required.

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DEPARTMENT FUNCTION

The primary function of the Managed Services Department is to provide 1st and 2nd line telephone, remote and on-site support services to our client base. However, the department can encompass everything from remote Helpdesk support to assisting other departments with project installations.

The Managed Services Department provides a complete outsourced IT Support solution for schools and Trusts. This includes on-site technician support, an assigned Technical Account Manager (TAM) carrying out regular visits, remote support which includes monitoring, and Service Delivery Manager (SDM). IT Strategy and Planning is also included in the solution we provide.

Success is achieved by building relationships with our clients and providing an outstanding level of service.

JOB PURPOSE

Purpose of the Role

• To provide 1st and 2nd line onsite technical support to a designated School or Trust

• To ensure the ICT needs of the customer are met in relation to teaching, learning and administration

• To provide a professional and courteous service at all times

• To provide regular reports to the Service Delivery Manager / TAM

• The role is backed up by the Support Team at Medhurst

KEY ACCOUNTABILITIES

Technical

• To provide technical support to the School/Trust’s ICT systems
• Ensure equipment is installed and ready for use by staff and pupils, for example;
  • PCs, Laptops, AV Equipment, Digital Signage, Printers, devices in correct
  • VLANs etc
• Ensure IT related services and security systems are working, up to date and ready for use by staff and pupils, for example;
  • School applications, Parent Portals, CCTV, User Permissions and Access, Filtering & Monitoring, Anti-Virus alerts, Websites/Intranet, BYOD, MDM, Backups etc
• Troubleshoot, resolve or escalate onsite issues with all relevant information
• Reimaging devices, finding missing or updated drivers where required
• Restoring Data as required
• Hardware repair and replacement. From component level to complete device
• Ensure monitoring alerts are investigated and where required logged on the Service Desk
• Liaise with third party software and service providers where required

Administration

• Utilise the Service Desk System provided to manage all cases and requests
  • Respond to all cases within SLA
  • Ensure all reported incidents and requests are logged
  • Add time entries and updates to record what work has taken place
  • Ensure customers/users are updated regularly
  • Provide detailed information on a case before escalating
• Communicate with School/Trust Staff and appointed TAM
• Maintain customer IT records
  • Asset Management/Inventory (Hardware and Software)
  • Password Records
  • Stock Control
  • Change Control Records
  • User Accounts
  • Door Entry/Signing in System User Records
  • MailboxesGeneral

General

• Manage priorities and working time effectively
• Attend School/Trust Health and Safety, Safeguarding and Security training and adhere to procedures
• Report anything that is cause for concern to School contact and Medhurst Line Manager
• Perform Regular Tasks as assigned
• Attend regular meetings with SDM/TAM ensuring any information required is prepared and ready
• Reporting any issues (technical and otherwise) to Line Manager
• Report identified improvements to TAM/SDM
• Always be polite and courteous to all clients and present positive image
• Be ready to start work at your allotted time
• Be dressed and groomed according to environment. (Specifics will be advised)

SKILLS

Essential

• Microsoft Desktop Operating Systems
• Microsoft Office 365/Google Workspace
• Troubleshooting
• Excellent communicator
• Ability to work as part of a team

Desirable

• Experience in an educational environment
• iOS device deployment
• Educational Software
• Virtualisation experience
• Networking experience

COMPLIANCE

• From time to time you may be required to perform other duties outside of the Outsourced Education Technician role.
• You must portray a professional image and be dressed appropriately. Your line manager will provide any specific details where required or requested by you.
• The on-site role is full time
• Medhurst provide services into the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment. We will carry out an enhanced DBS check on all staff and continued employment with Medhurst could be affected by the results of the DBS check.
• You may also be required to attend Safeguarding Training should the company decide this is necessary at any point.
• The post holder must carry out all duties and responsibilities with reasonable care for health and safety of yourself and any other persons who may be affected by your acts and omissions at work, and to cooperate fully with Medhurst Communications Ltd in Health and Safety, Quality and Security policies.