IT Support Field Engineer - Education Sector - Must be able to drive Gloucester £27,269 - £28,624 dependant on experience 37 hours per week, 52 weeks per year 5 days per week, variable between 07.30 17.30 25.5 days rising to 30.5 days after five years service The IT Support Field Technician plays a vital role in ensuring that staff and students have reliable access to IT services. This position involves on-site troubleshooting, routine maintenance, and proactive health checks to keep IT systems running smoothly. Acting as a first point of contact, the IT Support Field Technician provides desktop support, floor walking, and direct user assistance, helping to resolve everyday technical issues efficiently. This is a field-based role, requiring regular travel between multiple school sites as part of a structured rotation, as well as reactive visits in response to incidents, ensuring a visible IT presence and equitable support across all locations. By engaging directly with staff and students, the technician helps to identify and resolve issues before they escalate, fostering positive working relationships and contributing to a responsive, professional, and reliable IT service. The IT Support Field Technician will be supported by the Level 2 IT Support Analysts, who provide additional remote troubleshooting, advanced issue resolution in collaboration with the Technician, and escalation pathways for more complex technical challenges. MAIN DUTIES & RESPONSIBILITIES IT Services Team The IT Support Field Technician will: Work collaboratively and effectively with colleagues within the IT Services team to support the development of the IT services. Ensure regular IT presence at schools, building positive working relationships with staff. Support IT Services team colleagues with peer-to-peer knowledge sharing and training. Participate in annual performance reviews with the IT Network and Support Manager. Under direction of the Level 2 Support Analyst and Senior IT Analysts, organise and monitor own workloads to meet organisational needs. Ensure the prioritisation of own workloads is implemented efficiently and effectively. IT Service Desk and Support The IT Support Field Technician will: Act as the first point of contact for IT support issues on-site, diagnosing and resolving hardware and software problems. Follow the IT Service Desk support and incident management policies. Follow IT Service Desk incident and support service offerings in line with the internal and external KPIs and SLAs. Ensure that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently. Escalate complex or unresolved issues to Level 2 IT Support Analysts for further investigation. Support the use of ITSM through the ITIL methodology, including incident problem and change enablement. Follow internal IT policies and processes for the induction, movement and departure of staff. Service Delivery & Device Lifecycle Management The IT Support Field Technician will: Perform scheduled IT health checks at assigned schools, identifying and addressing potential issues before they escalate. Maintain and deploy laptops, docking stations, printers, projectors, and interactive classroom technology. Manage basic network troubleshooting, ensuring stable connectivity for staff and students: for example, checking end-user patch leads, Access Point connectivity, etc. Ensure devices are correctly configured, updated, and compliant with IT policies. Liaise with third-party suppliers for hardware repairs and warranty claims. Follow relevant health and safety guidelines and participate in risk assessments where required. Install, configure, and deploy IT resources, including both hardware and software, in line with Trust operational IT policies and procedures, to support the delivery of IT to all operational areas. Install and deploy pre-approved software in line with operational IT policies and procedures. Setup and support the use of AV equipment as required. Keep accurate asset records. This means tracking hardware assignments, tracking repairs and warranty claims o following the decommissioning and end-of-life processes for hardware according to internal processes o effective and responsible handling of incoming stock Ensure the ongoing integrity of records of IT assets and their assignments to stakeholders. Ensure the assignment of IT assets to stakeholders are managed, maintained, recorded and updated effectively and accurately. Manage printing resources, ensuring that toner is stocked and ordered as appropriate. Manage consumables and other routine resources, such as Badge ID cards, toner, lanyards, labels, laptop bags, cases, USB charging leads, etc and ensure that low stock levels are notified internally to the relevant people. IT Training and CPD The IT Support Field Technician will: Work with the Level 2 Support Analysts to develop and extend IT knowledge and capabilities. Participate in internal training and CPD as required. Advise the IT Network and Support manager on any specific training requirements. User Training and Documentation The IT Support Field Technician will contribute to the creation and upkeep of clear, user-friendly documentation to help staff effectively utilise IT services and equipment. They will document common issues, basic troubleshooting steps, and routine support tasks within the internal IT knowledge base. Additionally, the Technician will provide informal, on-site guidance and training to staff, ensuring users feel confident in the daily use of devices, software, and classroom technology. IT Systems and Infrastructure The IT Support Field Technician will: Follow internal IT security policies, processes, and cyber-security measures and procedures at all times as directed. Facilitate access to the IT networks and infrastructure, by creating user accounts and ensuring appropriate access rights in line with internal IT policies and processes, and under the guidance of the Level 2 Support Analysts. Under direction of the Level 2 Support Analysts and Senior Analysts: o Administer the public cloud systems, applications, and security. o Administer VOIP, building management, and print management systems. o Administer safeguarding and content filtering solutions. IT Operations The IT Support Field Technician will: Comply with the internal IT services policies, processes, and procedures. Comply with internal IT and data-security policies. Advise the IT Network and Support Manager on emerging educational technologies as appropriate. Keep up-to-date on developments in technology for the education sector, alerting and advising the IT Network and Support manager to developments that could support the work of the IT Services team.