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Job Description
IT Support Technician
Purpose
The role of IT Support Technician will lead and manage all day-to-day ICT 2 nd and 3 rd line support activities for multiple schools as directed by the ICT Network Manager and/or ICT Schools Manager.
The Support Technician will liaise with Head Office and School staff, the IT Service Desk and other 3 rd line support teams to identify, prioritise, own and resolve all IT support and service requests.
Key Responsibilities
* Provide 2 nd and 3 rd line support to UK staff, schools staff and students
* Carry out routine maintenance of all computer hardware and network services to maintain agreed availability.
* Respond to and resolve IT faults and requests through onsite visits and remote support tools to agreed service levels.
* Install and configure approved computer hardware and licensed software, following agreed policies and procedures.
* Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance.
* Manage staff and student user accounts following agreed policies and procedures.
* Monitor and maintain server back-ups to ensure system and user data is protected and secure.
* Monitor IT (physical and network) security and report any risks or incidents to School Head teachers, Network Manager or Schools IT Manager
* Any other reasonably requested duties
Person Specification
* Exceptional customer service and communication skills, including written and verbal.
* Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization.
* Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues
* Self-motivation, effective time management and the ability to work unsupervised.
* Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues.
* Demonstrable methodical problem solving, excellent analytical skills and creative thinking.
* Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, escalate and resolve issues.
* Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.
* A desire to, and demonstrable experience of supporting teaching and learning
* Effective engagement with IT service partners and 3rd parties
Technical Skills
* Windows Server 2012/2016/2019
* Windows 10
* Active Directory support
* Office365
* LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.
* SIMS.net and SOLUS3 support
* Mobile device support including Apple, Windows, and Android tablets
* AV and interactive boards and screens
* Shared printing solutions
* Desktop/Server Hardware support and troubleshooting
* Apple device management and support
Experience
* Flexible working, travel to support multiple sites/offices.
* Experience of working in a Service Desk environment (2nd or 3rd line support role)
* Experience of working in the education or similar sector is preferable.
* ITIL preferred but not essential. Key Competencies Role Specific
* Work Planning and Scheduling
* Time Management
* Listening and Organisation
* Training, Mentoring and Delegating
* Problem Identification and Solution
* Process Improvement Safeguarding Responsibilities To comply with safeguarding policies, procedures and code of conduct
* To demonstrate a personal commitment to safeguarding and student/colleague wellbeing
* To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy.
* To engage in safeguarding training when required
This will be a 2 to 3 months contract initially.
The position will be in North London.
Please do send your CV to us in Word format along with your daily rate and availability.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Human Resources Services
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