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:
* 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 including Video conferencing and MS Teams
* Mobile telephony support including technical support, MS Intune & App management
* Local Deployment and Disposal of IT equipment
* Project support including EA device refresh programmes
* School Meals Kitchen Support
* Unified communications - IP Telephony support including phone number management, IP operational procedures, Hunt Group management, Cisco Jabber support
* Print Management support
* Operations Management
* Microsoft Exchange support including Account Management, mailbox management
* Criminal Justice Secure Email (CJSM) Account management & 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.
7. Provide specifications and technical information to all units on all technical matters relating to infrastructure, device management, networking and application requirements.
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
1. Undertake a variety of operational activities in support of Education Authority unit’s ICT systems as necessary.
2. Create and maintain a timetable schedule for operational activities and security back-ups.
Training
1. Assist Education Authority personnel with the operation of a variety of hardware and related software.
2. Participate in the planning, design and delivery of a programme of technical training and the production of related documentation.
3. Provide advice to Education Authority personnel on software packages commonly used.
4. Formulate procedure documents to guide Education Authority personnel in the use of ICT hardware and software.
Administrative and Resource Management
1. Assist in the setting up and maintenance of the Education Authority’s ICT resources (hardware and software).
2. Assist with the requisitioning of resources, hardware and software.
3. Assist in the maintenance of an up-to-date electronic inventory of Education Authority ICT resources.
4. Ensure that copyright rules in the Education Authority are maintained.
5. Help ensure that all software licenses are maintained and up to date.
6. Provide regular reports as required by the line manager.
7. Monitor the proper use of all IT equipment in Education Authority main buildings and out centres.
Research and Development
1. Participate in the research and development work of the Technical Support Service.
2. Engage in an active programme of research and development to ensure that problems that Education Authority Units may encounter are minimised.
3. Assist with the maintenance and enhancement of the Education Authority’s ICT systems.
4. Keep fully conversant with various developments in ICT.
5. Liaise with hardware and software suppliers and manufacturers.
People Management & Development
1. Promote the corporate vision, values and culture of EA.
2. Ensure that employees within the Technical Support team are provided with clear structure, strategies, policies and processes.
3. Foster a culture that supports achievement of the authority’s Strategic Plan.
4. Have supervisory responsibilities for up to 1-5 members of staff.
5. Support and be responsible for the development of staff within their area of responsibility.
6. Deliver awareness sessions to Team as required.
Health & Safety duties and responsibilities
1. Understand the Health & Safety responsibilities of Managers & Employees within EA.
2. Ensure that employees fulfil their responsibilities as outlined in the EA policies and programmes.
3. Implement personnel management policies to ensure that everyone in the team is aware of his/her responsibilities.
4. Foster a workplace safety culture.
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.
About the company
The Education Authority is a non-departmental body sponsored by the Department of Education in Northern Ireland.
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