A Leading School Trust located in Oxford is looking for an IT Technician to join their IT team on a permanent basis.
About the Organisation
This organisation serves over 8,000 children and young people in 16 schools across the East Midlands, London and Thames Valley. They are responsible for ensuring that the public money they receive to run the 11 primary schools and five secondary schools is used to drive the best possible outcomes for their pupils and students. They are a company limited by guarantee and an exempt charity. Their work falls into three broad areas of activity: school improvement, governance and operations.
About the Role
This role will provide first line support and will work closely with the Network Manager and the school to ensure the IT Service is being delivered according to the Service Level Agreement. Reporting to the Network Manager, the post holder will take an active role in supporting all central and local systems, ensuring compliance with the technical design standards across the estate.
MAIN DUTIES & RESPONSIBILITIES
Desktop & Application Support:
To ensure that all incidents and requests are logged appropriately on the Service Management system
To ensure that incidents and requests are resolved within the target resolution time and are documented within the system.
Notify school staff through the service desk of the status of any incidents and maintain regular communications until Incident resolution
Monitor progress of all incidents and requests against Service Level targets and respond promptly to customer requests for updates or resolution as appropriate
Escalate any incidents to the Network Manager as necessary and work with the Trust’s ICT team including 2nd and 3rd line support, project managers and other stakeholders to resolution.
To ensure any calls escalated to the Network Manager have sufficient information to allow them to resolve tickets escalated to them.
To ensure end user devices are imaged, updated, patched, secured, locked down as appropriate utilising the appropriate central system. Also, to ensure all applications are delivered automatically as well as ensuring up to date Anti-virus/malware is run on all end user devices.
To ensure all devices are fit for purpose and up to date with relevant software
Server, System & Network Support:
Where asked by the Infrastructure team, provide support for LAN, WAN, server and other centrally managed infrastructure issues within the Academies.
Support the use of Office 365 and Azure tenant with the users
Work with the wider team on IT projects as required
Manage Antivirus, software updates/patches to ensure that the network is up to date and secure
Ensure all locally installed software or locally used cloud based systems are licensed appropriately
Health & Safety:
Carry out risk assessments for Health and Safety for IT to ensure safety standards are met
Follow relevant H&S procedures and raise awareness among staff, pupils, and other users
Configuration & Installation:
Ensure all compliance checks are being carried out in schools including: Acceptable Use procedures and records of installed hardware and software within the software library
Support other IT colleagues in the installation and repair of hardware
Ensure that new deployments and repairs are being fully tested
Continuity, Maintenance & Security:
Ensure schools keep up to date with their maintenance schedule; manage efficient implementation of backup, virus protection and security procedures, including data protection policies
Service and Support Request Management:
Manage and resolve all requests for support where possible, and if required escalate the ticket to 2nd line in a timely manner.
Carry out all necessary and expected investigations and document these investigations in the ticket before escalating to 2nd line.
Make sure all requests for new projects or purchases are reported to the Head of IT
Be proactive and investigate requests for support. Ensure steps are taken to find permanent solutions to problems
Internal Support Arrangements & External Contracts:
Liaise with other IT staff and external contractors to facilitate the resolution of service requests.
Personal ICT Development:
Attend and support staff training sessions, to increase personal understanding of how ICT is used in specific contexts.
Read academy policy documents, schemes of work and curriculum plans; attend relevant meetings.
Read online and published materials about the educational use of ICT; attend relevant meetings.
Regularly access key ICT education web sites to keep abreast of changes and developments.
Maintain and extend personal expertise in specific areas of ICT to provide appropriate advice and support
Safeguarding children and young people:
The company is committed to safeguarding and promoting the welfare of children and young people. They expect all staff to share this commitment and to undergo appropriate checks, including an enhanced DBS check.
Ensure that any safeguarding software is up to date, running and student accounts are correctly configured for their use.
Ensure that all appropriate documentation is kept up to date and stored appropriately.
Ensure that IT asset registers remain up to date and are checked regularly.