A Diverse Co-Ed Academy based in Central London are seeking for an ambitious, confident, and determined IT Technician to join their team on a permanent basis. Prior experience of working in schools is desirable, and a demonstrable customer-focused approach is essential. You will be the ‘face of IT’, building relationships with users of all abilities and seniority.
About the company
The School is part of a large, and growing, group of schools aiming to offer a life changing education to children and young people across England.
Their schools work as a team and achieve more by sharing than any single school could. Their subject specialists, their Group-wide intranet, their own curriculum and their online learning portal all help them share knowledge and resource, helping to simplify work processes and manage workloads for an improved work-life balance.
As a Group, they can reward their staff better: with good career opportunities, better pay, benefits, and ultimately, the satisfaction of helping children to succeed. They invest in their staff wellbeing. Their academies each have at least eight INSET days per year (with three of those solely dedicated to planning), and an ongoing group-wide wellbeing programme.
About the role
You will become part of an active community of like-minded IT professionals, sharing knowledge and best practice. Their team mission statement is ‘For Information Technology to underpin the best in everyone so that teachers can bring out the best in pupils.’ You will embody this along with their team charter in everything that you do.
As part of your role, you will receive membership of a market-leading IT training platform and have the option to draw on the combined skills and knowledge of the wider London IT Service team. As a large team covering 13 schools across London, internal promotion is often possible and actively encouraged.
Responsibilities:
Provide first-line technical support, responding to users' service desk requests in a timely and effective manner to minimise any disruption to teaching, learning or administration.
Monitor the performance and fitness for purpose of end-user devices and peripherals, resolving hardware and software faults, finding temporary workarounds where necessary and escalating within the IT Service where provision is no longer suitable.
Under the direction of your Line Manager:
- Monitor and manage network stability and performance.
- Implement change requests.
- Ensure compliance with backup, anti-virus, and other security provisions.
Specific Duties:
Respond to assigned service desk tickets with diligence, contributing to the meeting of SLAs.
Log any service desk incidents reported verbally, to enable them to be adequately tracked, resolved and reported on.
Search knowledgebase/logs of previous tickets to inform diagnosis and resolution.
Record detailed diagnostic information to assist with the building of the knowledge base.
Where a satisfactory and immediate fix is not possible, escalate within the IT Service.
Support, maintain and deploy all IT hardware and software resources.
Install and test new peripherals.
Deploy operating system images and software to network clients.
Update and patch software.
Follow manufacturers’ instructions to support the use of hardware, such as installing drivers.
Undertake basic IT hardware repairs and upgrades.
Diagnose and resolve software faults.
Install and maintain standard network cabling.
Perform basic diagnostic and recovery routines on network equipment.
Follow instructions to maintain user accounts and permissions.
Contribute to the maintenance of an accurate and up-to-date hardware and software asset register.
Test and prove the efficacy of the backup procedures on a scheduled basis.
Actively maintain and monitor the anti-virus/anti-malware provision and overall security of the IT
systems daily to ensure the integrity of data, systems, and resources.
Manage active network components including switches and routers, escalating to second-line support where necessary.
Monitor Wide Area Network links, escalating to second-line support where necessary.
Maintain internet filtering systems.
Be alert to any emerging technology risks and escalate within the IT Service.
Support, assist and train as required all staff, students, and visitors.
General:
Develop excellent working relationships with colleagues internally, centrally and externally.
Be an effective and flexible member of the IT Service team.
Uphold academies’ policies and procedures at all times.
Ensure any documentation produced is to a high standard and is in line with the in-house style.
Be aware of and comply with policies and procedures relating to safeguarding, child protection, health, safety and security, confidentiality and data protection, reporting all concerns to the appropriate person.
Participate in training and other learning activities as required.
Participate in the Performance Management process.
Provide appropriate guidance and supervision and assist in the training and development of staff as appropriate.
To represent the Academies at events as appropriate.
To support and promote the Academies’ and United Learning’s ethos.
To undertake any other duties and responsibilities as reasonably required by the IT Service Manager or SLT.
Qualifications
Essential:
Relevant technical qualifications or experience in supporting Windows environments focused on Windows 10 desktops
Desirable:
Evidence of further professional development and training
MCSE or equivalent technical qualifications
Skills, Knowledge and Experience
Essential:
Diagnostic and technical troubleshooting skills
A strong skillset in the management of users within a Windows environment The ability to troubleshoot issues with hardware, identifying faults and resolving/escalating as required
Ability to manage and communicate effectively with both technical and non- technical staff
Experience and demonstrable expertise in:
- Windows 10
- Basic Network Operations – Print/Password/User Management
- Classroom Audio Visual hardware
Excellent interpersonal skills and ability to work closely and establish positive working relationships with key stakeholders
Attention to detail
Excellent organisational skills
Ability to both work using own initiative and work effectively as part of a team
Strong knowledge of Microsoft Office
A commitment to continuous improvement
An understanding of how IT is effectively used in teaching and learning
A genuine interest in technology and a clear strategy for keeping up to date with developments
Desirable:
Experience of working within the education/school environment
Knowledge and experience of ITIL service desk operations An understanding of the management and troubleshooting of networked systems
Experience of Microsoft 365 and Azure
Personal Qualities:
A commitment to safeguarding and promoting the welfare of children and young people
High levels of personal and professional integrity
High levels of discretion, confidentiality, and awareness of data protection
A proactive, flexible and versatile approach
Ability to work effectively and calmly under pressure and manage multiple priorities
A facilitative approach to problem-solving and a “can do” mindset