IT Technician

Reports to: IT Manager

General

The ICT First Line Support is the primary point of contact for all ICT support functions as well as managing IT & AV related equipment. Additionally, the specialist in responsible for ensuring maintenance of network and server infrastructure. This job entails collaboration with our sister school in Qatar, external contractors, school teams and leadership to provide guidance, readiness and support to staff and students.

Duties & Responsibilities

• Tech Hub first line service for staff and students
• Ensure all support requests are logged in the school’s ticket system and ensure all support is appropriately addressed.
• Transition and manage all school devices through Microsoft Intune. This includes the deployment of Win32 apps as well as create system policies to accommodate needs around the school
• Maintain the school's end‐user IT systems to support teaching and learning and the effective running of the school
• Manage and oversee the schools IT assets inventory
• Manage and maintain all user access accounts
• Manage and maintain Microsoft 365 Education environment including all VLE like platforms.
• Support and maintain, BYOD and mobile technologies
• Conduct preventive maintenance of the school end‐user IT systems, network (wired and wireless) and servers
• Actively collaborate between the schools’ teaching departments and IT teams as well as group officers to ensure a coherent approach towards development and maintenance.
• Report back to management on a regular basis or as and when needed on arising matters
• Develop, maintain and support the local and cloud server and network infrastructure
• Purchasing and acquisition of approved hardware & software
• Backup server management
• Manage and maintain iPad infrastructure, including updates and app deployment
• On-prem and cloud management of the school’s Azure Active Directory environment
• Manage and maintain all school software and licenses.
• Keep active record, and document any changes related to IT, as per the Change Log
• Maintain and manage Windows Print management environment through Papercut with Ricoh and Canon devices.
• Monitor and manage system and infrastructure service and maintenance subscriptions.
• Basic induction of core system to new staff

Desired Experience:

• Have experience related to the Azure ecosystem that demonstrates skills to navigate and operate within complex environments.
• Have experience in one-to-one customer service interaction and first line technical support
• Have experience in print management solutions, maintenance and deployment. Ricoh and Papercut preferable
• Proven track record maintaining and supporting PCs, Windows, MS Active Directory and Windows Server.
• Proven track record managing, and advanced troubleshooting of Azure, Microsoft 365 and Microsoft Intune MDM & MAM. Certification preferable.
• Working knowledge and administration of Microsoft Teams.
• Proven track record deploying and managing corporate wireless and wired infrastructure. Including channel and route planning.
• Experience in enterprise stock management and asset distribution
• Proven ability to communicate well with people who are not technically minded.
• Experienced working under pressure and the ability of multitasking
• Experienced working in an academic institution that operates within a Microsoft EDU environment.
• Proven experience working with advanced back-up solutions such as Symantec
• A current certification for any above-mentioned system will give the applicant a substantial advantage

Planning and Organisation 

• Work on own initiative and escalate to senior staff when necessary.
• Able to work in a very busy environment and facilitate simultaneous (sometimes complex) and potentially conflicting demands against tight timescales.
• Work with managers and users to establish requirements and enhancements.
• Adhere to corporate policies and procedures relating to IT.
• Coordinate activities relating to system maintenance and upgrades
• Monitor and manage department tasks as well as ongoing support tickets.

Competencies:

• Demonstrable experience of working in a technical support role and proven experience in the support of IT infrastructure and systems
• Demonstrable experience of providing second line technical support and good understanding / application of ITIL processes
• Possess good communication skills and be willing to adapt to the demands of an international school.
• Be able to communicate, interact and work effectively with different individuals and teams
• Have strong interpersonal relations skills
• Attention to detail and able to work under tight deadline
• Be up to date with emerging technologies in IT
• Be able to coordinate large volumes of asset distributed around the different campuses
• Be flexible and able to attend to out of working hours emergency
• Have working experience with asset management solutions
• Have working knowledge of Apple within an end-user environment
• Have working experience with network troubleshooting
• Demonstrate a good knowledge of the principles of Information Governance, Data Protection, Freedom of Information, and best practice in the use and handling confidential information.
• Identify and interpret customer requirements, risks and issues giving a range of evaluated options and solutions.
• Make decisions on conflicting priorities and escalate where necessary.
• Investigate, diagnose and resolve faults/problems from internal/external stakeholders to a satisfactory conclusion

Care & Guidance

At ISL London, Safeguarding and promoting the welfare of children is everyone’s responsibility. Everyone who comes into contact with children and their families has a role to play. In order to fulfil this responsibility effectively, all practitioners should make sure their approach is child-centred. This means that they should consider, at all times, what is in the best interests of the child.