PERSON SPECIFICATION NOTES TO JOB APPLICANTS 1. You must clearly demonstrate on your application form under each question, how, and to what extent you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria, where relevant. 2. You must demonstrate how you meet the criteria by the closing date for applications, unless the criteria state otherwise. 3. The stage in the process when the criteria will be measured is outlined in the table below. 4. Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. 5. Please note that the Selection Panel reserves the right to shortlist only those applicants that it believes most strongly meet the criteria for the role. 6. In the event of an excessive number of applications, the Selection Panel also reserves the right to apply any desirable criteria as outlined in Section 3 at shortlisting, in which case these will be applied in the order listed. It is important therefore that you also clearly demonstrate on your application form on how you meet any desirable criteria. Section 1 - Essential Criteria The following are essential criteria which will initially be measured at the shortlisting stage and which may also be further explored during the interview/selection stage. You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted. Factor Essential Criteria Method of Assessment Qualifications/ Experience Hold a third level qualification BTEC HNC level (UK Qualification and Credit Framework Level 4), or an equivalent or higher qualification, in an ICT related subject and have a minimum of one years’ demonstrable experience in the field of Technical Support in a client/server business environment with users based at multiple locations across a wide area network; OR Have a minimum of three years’ demonstrable experience in the field of Technical Support in a client/server business environment with users based at multiple locations across a wide area network. Have demonstrable experience of leading on a work assignment that requires working to deadlines, allocating priorities, engagement with other teams and potentially external suppliers. Demonstrable experience of developing and maintaining administrative procedures to support business processes. Demonstrable experience of Management of users and computers within an Active Directory Shortlisting by Application Form Skills/ Abilities Evidence of the skills required to support devices across a range of platforms including Windows, Android and Apple in a network environment. Shortlisting by Application Form Other The successful candidate will be required\: to have access to a suitable vehicle (appropriately maintained and insured for Education Authority business) that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion; OR be able to provide sufficient information on the application form that will satisfy the employer that he/she has access to an appropriate alternative form of transport that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion. Shortlisting by Application Form S ection 2 - Essential Criteria The following are additional essential criteria which will be measured during the interview/selection stage in line with EA’s Game Changing People Model. Factor Essential Criteria Method of Assessment Knowledge Demonstrable knowledge of troubleshooting, fault replication and resolution. Demonstrable knowledge of supporting systems and applications with a focus on customer experience. Interview Skills/ Abilities In line with EA’s Game Changing People Model we will look for evidence of\: Ability to communicate clearly with the stakeholders to fully understand the issues. Proven effective decision-making and problem-solving skills. Ability to successfully manage multi-priorities in a fast-paced and changing environment. Excellent Customer Service skills. Strong collaborative skills to build genuine and productive relationships with internal & external stakeholders. Interview Values Orientation Evidence of how your experience and approach to work reflect EA’s ethos and values. You will find information about our Values here. Interview Section 3 - Desirable Criteria Some or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted. Factor Desirable Criteria Method of Assessment Knowledge Demonstrable understanding of the difference and implications of providing service wide support versus individual client support. Shortlisting by Application Form Our Values Through the selection process we will also seek evidence that the personal values of candidates align with those of the EA. This will include evidence of commitment to equality and excellence in service delivery. These reflect our aim which is to meet the needs of all our children and young people equally, removing barriers to learning and ensuring equality of access to excellent education services so that every child can develop to his or her full potential. DISCLOSURE OF CRIMINAL BACKGROUND The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working directly with children or young people or in specified places as ‘regulated activity’. In the event that you are recommended for appointed to a post that involves ‘regulated activity’, the Education Authority will be required to undertake an Enhanced Disclosure of Criminal Background. Please note that you WILL be expected to meet the cost of an Enhanced Disclosure Certificate. Details of how to make payment will be sent to you at the pre-employment stage. Further information can be accessed at NI Direct or the Department of Justice. APPLICANT GUIDANCE NOTES To view the applicant guidance notes, please click here. To learn about the many great benefits of joining the Education Authority, click here The Education Authority is an Equal Opportunities Employer. JOB DESCRIPTION REPORTS TO: Senior Technical Support Officer (AO) RESPONSIBLE TO: EA Technical Support Lead Key Purpose of Role The postholder is an ICT Technical support officer with responsibility for the provision of an efficient and effective ICT support structure within the ICT Support team, to ensure continuity and availability of ICT systems throughout the Education Authority (EA). The postholder will also assist the Technical Support Specialists in the development and implementation of ICT systems to support EA business requirements. The Technical Support Officers will support on the analysis, design development and implementation, performance reporting and end user support of the following services\: Technical Support Officer Support of EA client computers including laptops, desktops, mobile devices on a variety of platforms i.e. Windows, Apple, Android Microsoft office 2013 and above including 365 and accompanying suite of client applications Microsoft Active Directory Understanding of Anti-virus Protection software License Management Support and management of team documentation and procedures Reporting associated with the support of IT services Service Desk Support Unified Communications support incl. Video conferencing and Ms Teams Mobile telephony support incl. tech. support, Ms. Intune & App mgmt Local Deployment and Disposal of IT equipment Project support including EA device refresh programmes School Meals Kitchen Support Unified communications IP Telephony support incl. phone number mgmt. IP operational procedures, Hunt Group mgmt. Cisco Jabber support Print Management support Operations Management Microsoft Exchange support incl. Ac Management, mailbox management Criminal Justice Secure Email (CJSM) Ac mgmt. & support Mail filtering Support Web Filtering Support This generic job description is intended to provide an outline of the Support areas that the post-holder will be expected to undertake across a number of functional areas (detailed above) within ICT Support. Although the post-holder may be assigned to specific functional areas on appointment, in view of the nature of work the post-holder may be required to undertake duties in other functional areas to cover peak periods of work or vacancies. Main Duties and Responsibilities Technical and Systems Support 1. Assist with the setting up, operation, and maintenance of ICT systems and related peripherals in Education Authority main buildings, and out centres 2. Be responsible for regular and systematic back-ups of relevant systems on the network and standalones ICT systems in the Education Authority. 3. Provide technical support and advice in all areas relating to Education Authority ICT systems, hardware and software, undertaking visits to out centres where necessary. 4. Investigate and research technical solutions to ongoing technical problems, formulating technical procedures where required, and contribute to the broader development of the unit’s ICT facilities. 5. Technically evaluate hardware and software (and be aware of the current market) to assist in the provision of an ICT service to Education Authority Units and out centres. 6. Assist with the development and maintenance of the ICT Service unit’s Service Desk system. Involves monitoring fault levels, assisting in the co-ordination of problem solving and change management issues, fault allocation, escalation, and reporting, to ensure a high level of support is provided to all Education Authority users. 7. Provide specifications and technical information to all units on all technical matters relating to infrastructure, device management, networking and application requirements in Education Authority main buildings and out centres. 8. Liaise with ICT suppliers of goods and services in the delivery of a support service as appropriate. 9. Liaise with External Service Providers in respect of work undertaken through maintenance contracts. 10. Project-lead the design, development, and implementation of small ICT systems/assignments using corporate standard technologies. Operational 11. Undertake a variety of Operational activities in support of Education Authority unit’s ICT systems as necessary. 12. Create and maintain a timetable schedule for operational activities and security back-ups, undertaking security back-ups, looking after disks and other storage media and maintenance of backup records. Training 13. Assist Education Authority personnel with the operation of a variety of hardware and related software. 14. To participate in the planning, design and delivery of a programme of technical training and the production of related documentation. 15. Provide advice to Education Authority personnel on software packages commonly used in the Education Authority. 16. Formulate procedure documents to guide Education Authority personnel in the use of ICT hardware and software. Administrative and Resource Management 17. Assist in the setting up and maintenance of the Education Authority’s ICT resources (hardware and software), in relation to configuration, sizing, profiling, performance and access controls. 18. Assist with the requisitioning of resources, hardware and software, for all Education Authority Units and ensuring spend remains within budget restrictions. 19. Assist in the maintenance of an up-to-date electronic inventory of Education Authority ICT resources. 20. Ensure that copyright rules in the Education Authority are maintained 21. Help ensure that all software licenses are maintained and up to date. 22. Provide regular reports as required by the line manager. 23. Monitor the proper use of all IT equipment in Education Authority main buildings and out centres, ensuring that health and safety regulations are adhered to. Research and Development 24. Participate in the research and development work of the Technical Support Service, including specification of systems. 25. Engage in an active programme of research and development to ensure that problems that Education Authority Units may encounter are minimised. 26. Engage in development work requested by Education Authority units and agreed with the line manager. 27. Assist with the maintenance and enhancement of the Education Authority’s ICT systems. 28. Keep fully conversant with various developments in ICT, particularly in relation to application systems, operating systems, the Internet and software products which may impact on the work of the Unit. 29. Liaise with hardware and software suppliers and manufacturers and contact help lines or technical support facilities in order to minimise faults. People Management & Development 30. To promote the corporate vision, values and culture of EA as a single regional organisation, in all processes linked to maintenance, development and implementation of assignments within their areas of responsibility. 31. Ensure that employees within the Technical Support team are provided with clear structure, strategies, policies and processes for their service. 32. Foster a culture that supports achievement of the authority’s Strategic Plan by role modelling core values and leadership behaviours to staff. 33. Have supervisory responsibilities for up to 1-5 members of staff organised in groups or teams as necessary 34. To line manage, support and be responsible for the development of staff within their area of responsibility providing supporting within the areas of staff Welfare/Wellbeing and resourcing. 35. To deliver awareness sessions to Team as required. Health & Safety duties and responsibilities 36. Understand the Health & Safety responsibilities of Managers & Employees within EA. 37. Ensure that employees fulfil their responsibilities as outlined in the EA policies and programmes. – Fire drills, risk assessments, Accident reporting etc. 38. Implement personnel management policies to ensure that everyone in the team is aware of his/her responsibilities. 39. Forster a workplace safety culture in which employees and their managers work together to ensure workplace safety This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time. In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times. To view the summary of terms and conditions for this post, click here