Ashfield College Centre Manager



bksb: Support Desk Engineer

bksb Limited

Ref: 21.10

1. The Appointment

The core business of bksb is the innovation, production, marketing and sales of Functional Skills/GCSE assessments and resources for English, mathematics and ICT. The bksb products are currently used and trusted by over 2,000 educational organisations around the UK, as well as many others overseas, to support and develop the skills of millions of learners.

The bksb Support Desk will deliver support to bksb staff and maintain the local area network and systems used to deliver the bksb service. Alongside this, the support desk will deliver support to bksb customers using the bksb software as a service, through telephone, remote connections and by maintaining knowledge base and support ticketing websites.

The post holder will possess excellent skills in developing and maintaining networks including managing servers and hardware such as routers and firewalls over local/wide area networks and cloud-based services. An understanding of databases and the Structured Query Language (SQL) will be essential.

The post holder will need good communication and customer service skills, whilst also being organised, flexible and independent.

2. The Post

1. Main Duties and Responsibilities

a) Maintain the local area network in terms of hardware, software and operating systems and support bksb staff.

b) Advise on future expansion of local networking hardware, software and operating systems.

c) Maintain a secure network and manage user roles and permissions though group policies and active directory.

d) Ensure that the internal network is protected against intrusion, maintaining firewalls and anti-virus/malware.

e) Manage and maintain storage and backups.

f) Provide telephone and remote customer support for the bksb software as a service.

g) Maintain the web-based systems used to deliver customer support. This will include help/knowledge base and ticketing systems.

h) Support customers with bksb integration. This could involve server/network setup, configuration of services such as IIS or firewalls and may include writing custom SQL.

i) Use SQL to create custom data reports and resolve data related issues.

j) Work with sale team to ensure that all support information is kept centrally and assist in on-boarding activities.

k) Produce bug reports to be passed to the software development teams.

l) Maintain records of feature requests to be fed into the software development and general product development plans.

m) Assist and support sales and training events.

n) Support the Quality and Compliance Team through the provision of timely reports, data related to information security quality KPIs, and support activities designed to improve information security throughout the organisation.

2.2 Other Responsibilities

n) To uphold and promote company policies and procedures, promoting those specifically applicable to this area of work, including the Equality & Diversity policies and procedures and attend training as requested.

o) To keep up to date, so far as necessary, for the efficient executing of the job, with new legislation, procedures and techniques and attend relevant mandatory training.

p) To be conversant with and participate in activities and developments at company, regional and national level which are relevant to the post.

q) To ensure professional and efficient customer service is provided at all times when answering and responding to requests for information on behalf of bksb.

r) To employ good data security practices when handling personal, confidential or sensitive data.

s) To undertake any other duties as may reasonably be required commensurate with the post.

3. Skills, Qualities & Knowledge

| |Essential |Desirable |

|Qualifications: | | |

|Microsoft MCSE (Microsoft Certified Systems Engineer) or MCSA (Microsoft Certified | |( |

|Systems Administrator) | | |

|English to at least level 2 |( | |

|Maths to at least level 2 |( | |

|IT qualifications level 4/experience or equivalent |( | |

|Experience | | |

|Previous customer service experience, especially telephone and remote help desk |( | |

|support | | |

|Previous experience of managing and supporting networked infrastructure |( | |

|Creating and managing secure Windows Servers and Networks (Software, Hardware and |( | |

|Operating Systems) | | |

|Managing network storage and backups |( | |

|Managing traffic and routing |( | |

|Managing users and role-based security and group policies |( | |

|Structured Query Language (SQL) |( | |

|Experience of using Zen Desk and Atlassian Jira/Confluence | |( |

|Skills /Knowledge | | |

|Server Administration and Security |( | |

|Configuring Network Firewalls and Routers |( | |

|Active Directory |( | |

|Network Group Policies |( | |

|Structured Query Language (SQL) |( | |

|Qualities/Approach linked to college values | | |

|Flexible |( | |

|Confident |( | |

|Enthusiastic |( | |

|Reliable |( | |

|Good communicator |( | |

|Ability to work as part of a team to achieve common objectives |( | |

4. Position within the Company

The post-holder will be part of bksb support and will report directly to the Head of Technical Development.

5. Terms & Conditions

a) The post is offered on a bksb Ltd contract and is subject to those terms and conditions.

b) The salary range for this role is £21,000 - £25,000 per annum, dependent upon experience, qualifications and performance.

c) You will be required to work 37 ½ hours per week.

d) You will be entitled to 32 days leave (plus bank holidays).

e) The post holder may be located at any bksb Ltd site and may be expected to travel as required. You will however be given reasonable notice of any change in your principal place of work and be fully consulted.

6. The Application

Individuals with the appropriate experience, qualifications and personal qualities are invited to complete an online application form by 5pm on Sunday 4th April 2021.

bksb.co.uk/vacancies

THE COMPANY PROMOTES EQUALITY OF OPPORTUNITY AND WELCOMES APPLICATIONS FROM ALL SECTORS OF SOCIETY.

The company is committed to safeguarding and promoting the welfare of children and young people and expect all staff to share this commitment. All successful candidates are subject to a Disclosure and Barring Service check.  The successful candidate will be required to pay for the DBS check themselves, the cost (£44 for an enhanced disclosure) will automatically be deducted from their first salary payment.

It is an offence for anyone who is barred by the ISA from working with children, young people and or vulnerable adults to apply for this position.

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