Job Description
IT Support Technician
Purpose
The role of IT Support Technician will lead and manage all day-to-day IT 2 nd and 3 rd line support activities for Schools.
The IT Support Technician will liaise with 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.
The IT Support Technician will work closely with the Projects teams to assist with the seamless delivery of technology transition projects
This position is a UK role and will be required to support other schools/ sites as requested by the UK Service Delivery Manager.
Key Responsibilities
1. Provide 2 nd and 3 rd line support to UK School staff and students
2. Support Transformation Projects
3. Work alongside and support strategic technical delivery and IT Solutions Strategy
4. Carry out routine BAU maintenance of all computer hardware and network services to maintain agreed availability.
5. Respond to and resolve IT faults and requests through onsite visits and remote support tools to agreed service levels.
6. Install and configure approved computer hardware and licensed software, following agreed policies and procedures.
7. Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance.
8. Manage staff and student user accounts following agreed policies and procedures.
9. Monitor and maintain server back-ups to ensure system and user data is protected and secure.
10. Monitor IT (physical and network) security and report any risks or incidents to School Head teachers, IT Manager
11. Any other reasonably requested duties
Person Specification
12. Exceptional customer service and communication skills, including written and verbal.
13. Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization.
14. Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues
15. Self-motivation, effective time management and the ability to work unsupervised.
16. Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues.
17. Demonstrable methodical problem solving, excellent analytical skills and creative thinking.
18. Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, escalate and resolve issues.
19. Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.
20. A desire to, and demonstrable experience of supporting teaching and learning
21. Project team member skills
22. Effective engagement with IT service partners and 3rd parties
23. A clean UK driving license.
Technical Skills
24. Windows Server 2012/ 2016
25. Windows 10
26. Active Directory support
27. Office365
28. Microsoft Office 2013/ 2016 suites
29. LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.
30. SIMS.net and SOLUS3 support
31. AV and interactive boards and screens
32. Shared printing solutions
33. Desktop/ Server Hardware support and troubleshooting
34. Apple device management and support
Experience
35. Experience of working in a Service Desk environment (2nd - 3rd line support role)
36. Experience of working in the education or similar sector is preferable.
37. ITIL preferred but not essential.
Key Competencies
Role Specific
38. Work Planning and Scheduling
39. Time Management
40. Listening and Organisation
41. Training, Mentoring and Delegating
42. Problem Identification and Solution
43. Process Improvement
Safeguarding Responsibilities
44. To comply with safeguarding policies, procedures and code of conduct
45. To demonstrate a personal commitment to safeguarding and student/ colleague wellbeing
46. To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy.
47. To engage in safeguarding training when required
Remuneration
48. Competitive salary
49. Contributory pension scheme
50. Private healthcare
51. Life assurance
52. School fee discount
53. Professional development
54. 25 days holiday (pro-rata'd to part time)
You will be based between 2 schools in Milton Keynes.
The salary will be circa £28K - £30K + Benefits.
Please do send your CV to us in Word format along with your salary and notice period.