Description The I.T Technical Officer will serve as the intermediary between the I.T Technicians and the Senior I.T Technicians, leading and co-leading I.T projects and technical functions, developing and leading the roll-out of new technologies, with a strong resolve to overcome technical challenges, accomplish objectives, bringing stakeholders along the way whilst maintaining the day-to-day continuity of business operations. You will also serve as an escalation point to the I.T Technicians, responding to tickets raised, liaising with third parties and contractors, taking ownership of critical I.T functions, all whilst considering the holistic impact I.T Services action has on customer experience. You will demonstrate a strong passion for customer service and heavily contribute to departmental continuous service improvement initiatives with a customer first approach, championing strong customer service skills at every opportunity. You will share responsibility for the effective day to day operation of the College I.T infrastructure both network, hardware and software, in meeting the needs of the College with support from the Colleges Senior I.T Technicians and Head of I.T Services. You will be expected to provide effective maintenance and upkeep the I.T help desk, network and server infrastructure to ensure they perform effectively. You will also be involved in the development of Information Technology to ensure that all aspects of college activity make best use of technology, to meet strategic aims through project delivery and technical support. Including organising audits and I.T checks to ensure I.T is accessible to all and in a functional state. Working closely with the Senior Technicians and seeing complex faults through to resolution will be an essential part of this role which requires a proficient understanding of networking and server concepts and trends. You will also contribute to cyber initiatives, contributing to the Colleges Cyber Strategy with the ability to manage and communicate risk, maintaining I.T security yet facilitating and enabling safe stakeholder I.T activity. The I.T Technical Officer role combines technical, project management and communication skills with a customer centric approach to service delivery, putting the customer at the heart of I.T Service action. Key Responsibilities Contribute to the development and implementation of the technical aspects of the IT strategies including desktop and server builds, deployment methods, security and messaging systems and network and telephony management.
Contribute to and at times lead the project management of capital and departmental projects, technical rollouts and other improvement initiatives, by utilising the resources of the team and working alongside stakeholders to ensure the effective and seamless implementation of projects. A clear focus on planning, organising, implementing and monitoring projects, to achieve deadlines and minimise disruption to teaching, learning, and other business operations.
Contribute towards the development of a highly effective IT service where all customer support requests are responded to effectively, including developing and regular contribution to the continuous service improvement register and knowledge base.
To champion exceptional levels of customer service and assist in embedding customer service principles across the IT Services Team.
Assist the Helpdesk Coordinator and wider IT Services Team in embedding ITIL principles to bring about efficiencies and implement best practices.
To serve as an intermediary between the 1st line and 3rd line support function, dealing with complex incidents in a 2nd line capacity, including systems, services and the IT network to bring about positive developments and solutions.
Contribute to the Colleges Cyber Security measures and take ownership of elements of the security estate.
Serve as an escalation point to IT Technicians and Apprentices, assisting with technical support matters across all levels, with a focus on complex tickets.
Share responsibility with Senior IT Service Team members for IT Security at all levels including patch management and server maintenance schedules.
To liaise with third parties and external support and suppliers to facilitate ticket resolution and projects.
Take ownership of specific IT functions.
Contribute to the development and operation of the colleges Information and Communications systems. Which includes hardware, applications, systems software and data communications.
Testing of IT systems, software applications, communications equipment and IT disaster recovery procedure.
Maintain adequate technical support to cover the operational needs of the College across all sites, during operational hours, in an efficient and effective manner, making best use of resources.
Contribute to the procurement, installation, configuration and sizing of IT systems, software applications, communications infrastructure and any other IT equipment requirements e.g. Classroom Technology.
Contribute to the network security on all technologies including the electronic resources and devices, to ensure that security of College data is maintained.
Organise essential IT audits to ensure a functional, safe and accessible IT estate.
Maintain corporate inventories of hardware, software, infrastructure, etc. through the asset management system.
Maintain and contribute to the Colleges IT Disaster Recovery procedure.
Any other duties of a similar level of responsibility as may be required.
Skills, Knowledge and Expertise Qualifications Essential Criteria Educated to a minimum of a Level 3 qualification or IT related apprenticeship. How Identified: application Desirable Criteria Professional IT related qualification i.e. HPE Aruba, Microsoft, ITIL, PRINCE2, CompTIA A+/Network+/Security+ A degree in an IT related field. How Identified : application
Experience Essential Criteria Minimum of 3 years, 1st line support in a large and complex network environment.
Desirable Criteria 3 years, 2nd /3rd line support in a large Hyper-V / Microsoft / HPE Aruba environment.
Specialist Knowledge Essential Criteria Ability to support the following technologies to 1st line: - Large, complex virtual server infrastructure
Large, complex virtual desktop infrastructure
Enterprise server & storage (SAN) Solutions
Backup and disaster management solutions
Enterprise web and e-mail appliance and solutions, including anti-virus
Microsoft infrastructure: - E.g. Active directory, Group policy, re-directed documents, SQL Server.
Microsoft Cloud: Exchange, SharePoint, Teams, Entra & Admin Centre.
Local and wireless network switching/programming/DNS/IPv4 and v6, etc.
Telephony Services & Systems
Firewalls & Web Filters
Windows Desktops/Microsoft Office
Business critical corporate databases management and housekeeping. E.g. SQL server.
SSL/Certificate Services
How Identified : Application
Desirable Criteria Ability to support the following technologies to 2nd line: - Virtual Server Environment
Virtual Desktop Environment
Thin client deployment
Network Storage solutions
Safeguarding Solutions
Sophos XG appliance and enterprise solutions
Microsoft server infrastructure: - SCCM, Group Policies, Active Directory etc
Local and wireless network switching/programming/DNS/IPv4 and v6, etc.
Wireless Technology
IP Telephony
LAN switching and programming/DNS/IPv4 and v6, PoE, etc.
Mobile Device Management e.g. Intune
How Identified : Application
IT Skills Essential Criteria Intermediate Microsoft Office and specialist knowledge outlined above.
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