ICT Technician

Are you an IT professional looking to provide support in a thriving academy? We are currently looking to appoint an ICT Technician to provide an outstanding IT support service to the staff, students and trainee teachers at Harris Professional Skills Sixth Form.

About Us

Our students, boys and girls aged 15-19, deserve nothing less than an outstanding education and our aim is to make sure that our students of today are prepared for whatever challenges await them in the future. For that to happen, our staff must be experts in their field and must always encourage individuals to reach their potential. The curriculum is designed so that students, regardless of starting points, will thrive in an educational environment where the rigours and demands of the different subjects are embraced and taught in a supportive manner without compromising the academic challenges needed for success at all key stages.

We expect our students to be polite, mature, enthusiastic and demonstrate exemplary behaviour and they understand that we work together as team. They also understand the role they play in the quality of the school and are as integral to our success as every member of staff.

Main Areas of Responsibility

Incident, Request and Problem Management

• To provide high-quality technical support, advice and guidance to the staff, students and trainee teachers at both locations.
• To ensure that all incidents and service requests are logged appropriately on the Service Management system.
• To retain ownership of all incident and service request tickets and ensure staff are regularly informed of the status of their support ticket.
• To re-route or escalate support tickets to the appropriate team as necessary and work with the IT Service Managers, 3rd line support, Project Managers and other stakeholders to achieve resolution.
• To identify, implement and document Known Issues and workarounds for desktop related issues within the Knowledge Base.
• To ensure that Academy incidents and service requests are resolved within the target resolution time and that the solutions are documented within the system.

Service Support

• To image, deploy and maintain Windows 10 based PCs, Laptops and tablets, as well as Apple OS iMacs and iPads.
• To install, configure and maintain computer peripheral equipment such as multi-functional printers and Interactive whiteboards, ensuring that this hardware is regularly tested and ready for use when required.
• To install and test new software and software updates / upgrades, ensuring compliance with software licensing regulations at all times.
• To install, configure and maintain the VoIP telephones
• To familiarise yourself with the network infrastructure (Server room, cabling, patch panels, routers, switches) and associated documentation at the Academy.
• To ensure that the server and network infrastructure at both locations are regularly checked and maintained in accordance with HarrisNET best practice and procedures.
• To work with the IT Service Manager and Infrastructure team to support the on-site infrastructure elements such as physical & virtual servers, UPS's and other networked devices to ensure the availability and security of the network, data and applications.
• To administer Active Directory user login accounts, ensuring that new staff, students and trainee teachers receive credentials in a timely fashion.
• To manage Active Directory Distribution and Security groups within the Academy to ensure that staff, students and trainee teachers have appropriate access to the data and resources they need.
• With the assistance of the Federation IT Service Manager, ensure that all Academy systems documentation is maintained and updated as required.
• Deliver the IT support service in accordance with ITIL and HarrisNET principles.
• Liaise with the relevant SLT and Federation IT Service Managers to ensure that all specific local and Federation requirements are met.
• Update and maintain the IT assets in both locations as listed in the CMDB.

Other Duties

• Act as a project team member on projects run by other members of the Federation ICT team.
• Document and submit relevant Knowledge base articles as and when necessary.
• Ensure that support is carried out according to the Standard Operating Procedure (SOP) documentation.
• Liaise with vendors, partners and service providers as appropriate.
• Keep abreast of new developments in technology.
• Such other duties as may be reasonably considered to be within the grade and remit of the post.

Qualifications & Experience

Qualifications, Skills & Knowledge

• Good verbal and written communication skills. Confident in communicating with staff at all levels. You must be self-motivated, with a can do attitude and a strong commitment to team-work and customer service.
• Ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving.
• A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast paced, constantly changing environment.
• You must be flexible, adaptable and capable of handling the various pressures and demands associated with this demanding and customer focussed ICT support role.
• Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products.
• Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving. Ability to react quickly and effectively to issues and opportunities.

Experience

• A minimum of two years' experience of carrying out a similar, client facing role in either the primary or secondary education sector.
• Recent experience of working in an on-site IT based, Customer Service environment.
• Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products.
• Proven experience of managing Active Directory user accounts including the administration of Distribution and Security Groups within a Windows Server 2012 Active Directory.
• Recent experience of supporting Apple products, specifically iMacs and iPads in an educational or corporate environment.
• Recent experience of supporting Windows 10 PCs, laptops and tablets.

Professional Development & Benefits

Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level to senior leadership.

We look for talented individuals who share our vision for creating exceptional places of learning, and are committed to ensuring that every child in London has access to the best possible education.

In addition to the opportunities for career progression, training and development, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme, a Wellbeing Cash Plan, electric car scheme, 26 days' annual leave (plus bank holidays) for non term-time only employees, and many other benefits.