IT Support Technician

The role of IT Support Technician will lead and manage all day-to-day ICT 2 and 3 line support activities for multiple schools as directed by the ICT Network Manager and/or ICT Schools Manager.

The Support Technician will liaise with Head Office and School staff, the IT Service Desk and other 3 line support teams to identify, prioritise, own and resolve all IT support and service requests.

Key Responsibilities

• Provide 2 and 3 line support to UK staff, schools staff and students
• Carry out routine maintenance of all computer hardware and network services to maintain agreed availability.
• Respond to and resolve IT faults and requests through onsite visits and remote support tools to agreed service levels.
• Install and configure approved computer hardware and licensed software, following agreed policies and procedures.
• Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance.
• Manage staff and student user accounts following agreed policies and procedures.
• Monitor and maintain server back-ups to ensure system and user data is protected and secure.
• Monitor IT (physical and network) security and report any risks or incidents to School Head teachers, Network Manager or Schools IT Manager
• Any other reasonably requested duties

• Exceptional customer service and communication skills, including written and verbal.
• Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization.
• Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues
• Self-motivation, effective time management and the ability to work unsupervised.
• Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues.
• Demonstrable methodical problem solving, excellent analytical skills and creative thinking.
• Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, escalate and resolve issues.
• Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.
• A desire to, and demonstrable experience of supporting teaching and learning
• Effective engagement with IT service partners and 3rd parties

Technical Skills

• Windows Server 2012/2016/2019

• Windows 10

• Active Directory support

• Office365

• LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.

• SIMS.net and SOLUS3 support

• Mobile device support including Apple, Windows, and Android tablets

• AV and interactive boards and screens

• Shared printing solutions

• Desktop/Server Hardware support and troubleshooting

• Apple device management and support

Experience

• Flexible working, travel to support multiple sites/offices.
• Experience of working in a Service Desk environment (2nd or 3rd line support role)
• Experience of working in the education or similar sector is preferable.
• ITIL preferred but not essential.

• Work Planning and Scheduling
• Time Management
• Listening and Organisation
• Training, Mentoring and Delegating
• Problem Identification and Solution
• Process Improvement Safeguarding Responsibilities

• To comply with safeguarding policies, procedures and code of conduct
• To demonstrate a personal commitment to safeguarding and student/colleague wellbeing
• To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy.
• To engage in safeguarding training when required

This will be a 2 to 3 months contract initially.

The position will be in North London.