First Line Helpdesk Engineer

THE POSITION

We are seeking an enthusiastic and dedicated First Line Helpdesk Engineer to join our dynamic team. Whilst this role is primarily suited for applicants looking to build upon existing First Line experience, there are also opportunities for development, training and qualifications related to the role for candidates who can demonstrate relevant skills or have general experience in this knowledge area.

As an integral part of our IDT Department, you will support a diverse range of users in a busy education environment, including office staff, teaching staff and students across multiple departments. Under guidance from the Second Line Helpdesk Engineer and the Network Manager, you’ll be involved with setting up systems, troubleshooting, and maintaining computer hardware and networks.

THE SCHOOL

In 1525, the Mayor of Newcastle, Thomas Horsley, wrote his will, in which he generously gifted his estate to fund a grammar school. Five centuries later, Horsley’s vision lives on in the Royal Grammar School Newcastle’s corridors and classrooms, and his philanthropic spirit drives the RGS’s commitment to education.

Few schools can claim a 500-year history. Over the years, the RGS, has continued to flourish as the premier independent school in the North East of England and as one of the country’s leading schools – consistently topping the regional table for academic excellence.

Today, RGS is a fully co-educational school with over 1,300 students aged 7-18 (Years 3 to 13). Its academically selective places are highly sought after. The school has more than 250 students in the Junior School, which shares the same outstanding site as the Senior School. Its Sixth Form is one of the largest in the independent sector, with more than 340 students.

While RGS prides itself on academic excellence, the school is also known for its emphasis on a holistic education. The school’s ‘There’s More to Life’ approach informs its holistic education, which is central to students’ success, health and happiness.

RGS is based in the heart of Newcastle, immediately opposite Jesmond Metro station. The school occupies over 30 acres of land and has state-of-the-art facilities, including five brand new art studios, a new library, a modern Sixth Form Centre, a 25m swimming pool, two Sports Halls, a Performing Arts Centre, outdoor football/rugby pitches at Mooracres, an artificial turf pitch for hockey and the former County Cricket Ground.

THE INFORMATION & DIGITAL TECHNOLOGY DEPARTMENT

Over the past four years, the IDT department at RGS has led the school through an exciting digital transformation, deploying over 1300 laptops to students and fulfilling the vision of putting a device in the hands of every child. Students in senior school have devices on a one-to-one basis, and technology now plays a significant role in the day-to-day life of teaching and learning at RGS. This transformation has included migrating services to cloud environments including device management.

ACCOMMODATION & RESOURCES

The IDT team are positioned within a large, spacious but bustling office at the heart of the main school building. It is the centre of operations for all things digital and it is from this base that we offer helpdesk support to all users at school and devices are issued to staff and students when required.

MAIN DUTIES AND RESPONSIBILITIES

Reporting to the Network Manager, the First Line Helpdesk Engineer’s responsibilities will include but are not limited to:

IDT Service Help Desk

• Proactively deal with first line IT issues on the RGS Portal, via phone or office walk ins.
• Escalating issues to the Second Line Helpdesk Engineer or Third parties as required.
• Supporting the IDT team to deliver IT projects.

Network and Infrastructure and Cloud Management

• Assist and follow instruction from the Second line Helpdesk Engineer or Network Manager to maintain cloud services used by RGS for the maintenance of their infrastructure, hardware and services.
• Assist and follow instructions from the Second line Helpdesk Engineer or Network Manager to help manage and administer M365 applications, including SharePoint, Teams and the Office suite.
• Help to maintain procedures and documentation.

User Account Administration

• Support processes in place to maintain identity and access Management – for all cloud services used.

Cyber and Data Security

• Support processes in place to implement security measures to protect cloud data.
• Support processes in place for data protection policies and ensure technology systems comply with GDPR standards.
• Respond appropriately to cyber incidents.

Filtering and Monitoring

• Implement current processes for web filtering solutions. Block inappropriate and harmful content without unreasonably harming teaching and learning.
• Escalate and alert the Second Line Helpdesk Engineer or Network Manager of any issues or suspicious activity.

Hardware and Endpoint Management

• Support the IDT Team to deploy and maintain all cloud enrolled devices, use Microsoft Intune to assist the configuration, deployment and management of devices.
• To assist with the checking and maintenance of the school’s IDT resources for safe, effective use by students and staff.
• Help maintain and update the hardware and software database and inventory.
• Assist the IDT Coordinator with requests for IT Hardware from staff and students.
• Assist with the installation, maintenance, and first-line repairs of ICT hardware including servers, computers, laptops, iPads, switches, Wi-Fi access points, and telephones.

Maintenance of Resources

• Support the IDT team to maintain and audit the print management and telephony portals; ensure user accounts are accurate.
• Collaborate with third parties as required to ensure the provision of other IT services.

Training

• Educate staff and students on best practices in using IDT resources and promote Cyber and Data Security awareness.
• Undertake appropriate and relevant IT training.

Other responsibilities

• Attend and participate in regular department meetings

SKILLS, EXPERIENCE AND QUALIFICATIONS

The following person specification indicates those areas of skills and personal characteristics, qualifications, training and experience that we are looking for.

Qualifications and Training

• Minimum: 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)
• Desirable: IT related degree or relevant qualifications.

Knowledge & Experience

• Preferred: 1- 3 years’ experience in a First Line IT support role.
• Have a proven history of being able to troubleshoot and resolve issues.
• Able to demonstrate a solid understanding of IT principles.
• Familiarity with Windows operating systems and the Microsoft Office Suite.

Skills and Personal Characteristics

• Motivated and the ability to work independently and as part of a collaborative team.
• Strong problem-solving skills and a willingness to learn.
• Excellent organisational and communication skills (both verbal and written).
• Friendly and professional.
• An understanding of the wider issues of working with young people and a commitment to safeguarding children is important.

MAIN TERMS AND CONDITIONS

• The start date for this role will be as soon as possible following completion of the School’s Safer Recruitment checks.
• The post will report to the Network Manager and sits within the School Operational Team.
• This is a permanent role with the school and the successful candidate will be employed on an all-year-round contract which includes attendance on all staff days and training days throughout the year.
• The successful candidate will also be expected to work the mandatory safeguarding training day in September each year, which is compulsory for all staff.
• The successful candidate may also be required to work limited special events in school (e.g. RGS Day) with advance notice being given by the school.
• The normal core working hours for the role will be 37.5 hours per week, 8.30am – 4.30pm (7.5 hours per day), Monday to Friday.
• The salary will be in the range of 25-26k gross per annum, and the actual salary will be chosen to reflect the experience and skills offered by the successful candidate.
• RGS staff salaries are reviewed on 1st August each year.
• Holidays –The school offers a generous annual leave entitlement of 31 days plus Bank Holidays for all year-round support staff.
• The employee will be required to comply with a range of RGS policies, in particular, those regarding Data protection, use of ICT facilities, Child Protection, Staff Code and Health and Safety, a copy of which will be made available.

Excellent benefits available- please visit our website and full job information for full details.

HOW TO APPLY

Candidates are advised to read the ‘Information for Applicants’ with particular care before applying.

Enquiries about this post should be made in the first instance to Sarah Buist (Head of Digital Strategy) in the first instance. For an informal chat about the post, contact Sarah Buist on 0191 281 5711.

To apply for this post please submit the following to jobs@rgs.newcastle.sch.uk by the closing date.

1. A covering letter and

2. A fully completed RGS application form.

Note: You must complete the application form, even if you want to also attach a CV.

The closing date for this post is 9.00am Monday 4th August 2025

Applications should be sent directly to jobs@rgs.newcastle.sch.uk

More information can be found here

Interviews will be held shortly after the closing date. We will hope to make the appointment as soon as possible following interview, offering the post and gaining acceptance.

Safeguarding and Safer Recruitment

RGS is committed to the safeguarding of children and promoting the welfare of children and young people and expects all staff, volunteers and those working in school to share this commitment. The school applies the Government’s Keeping Children Safe in Education Safer Recruitment procedures to all candidates including appropriate pre-interview checks on shortlisted candidates and pre-employment checks pending any offer. More information regarding the checks can be found in our Information for Applicants here, and ‘Keeping Children Safe in Education’ (September 2024)