Information Technology Support Technician

Cognita is pleased to recruit for an IT Support Technician this is a Full-time 12-month Maternity Cover. The role of IT Support Technician will lead and manage all day-to-day IT 2nd and 3rd line; support activities for a cluster of schools, depending on your location you can be based out of the following school; Long Close in Slough, Glenesk in Leatherhead Surrey, Cliffton in Ealing, St Mary’s School in Henley. With travel to the other sites on set days during the week so a full UK driving license with the ability to drive is essential.

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

The IT Support Technician will work closely with the Cognita Projects teams to assist with the seamless delivery of technology transition projects on behalf of Cognita supported locations

This position is a UK role and will be required to support other schools/sites as requested by the UK IT POD Managers or EU Service Delivery Manager

Key Responsibilities will include, (but not limited to):

• Provide 2nd and 3rd line support to UK School staff and students
• Support Transformation Projects
• Work alongside and support strategic technical delivery and IT Solutions Strategy
• Carry out routine BAU 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, Pod IT Manager
• Any other reasonably requested duties

Experience/ Knowledge

• 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
• Project team member skills
• Effective engagement with IT service partners and 3rd parties
• A clean UK driving license.
• Experience of working in a Service Desk environment (2nd – 3rd line support role)
• Experience of working in the education or similar sector is preferable.
• ITIL preferred but not essential.

Technical Skills

• Windows Server 2012/2016
• Windows 10
• Active Directory support
• Office365
• Microsoft Office 2013/2016 suites
• LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.
• SIMS.net and SOLUS3 support
• AV and interactive boards and screens
• Shared printing solutions
• Desktop/Server Hardware support and troubleshooting
• Apple device management and support

Key Competencies

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

Benefits Package

• Competitive salary
• Contributory pension scheme
• Private healthcare
• Life assurance
• School fee discount
• Professional development
• 25 days holiday (pro-rota’d to part time)

Diversity and Inclusion:

We believe having a diverse workforce makes us better, smarter and happier and so welcome applicants from all backgrounds, genders, and races. We have an unwavering commitment to being fair, inclusive and equitable in our recruitment process.

Safeguarding Responsibilities:

• To comply with safeguarding policies, procedures and code of conduct

• To demonstrate a personal commitment to safeguarding & student/colleague wellbeing

• To ensure that safeguarding concerns or incidents are reported appropriately in line with policy

• To engage in safeguarding training when required

Cognita Schools are committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practice and pre-employment background checks will be undertaken before any appointment is confirmed.

Cognita is committed to preserving and promoting equality of opportunity in all aspects of the conduct of its business.

No member of staff or any applicant for employment with Cognita will be discriminated against, harassed or victimised because of their personal characteristics. Cognita expects all staff to comply with the letter and the spirit of its policy.

How to Apply

If this sounds like you, we encourage you to apply by submitting an application.

Applicants must submit a completed Cognita application form. All applications should be submitted to recruitment@cognita.com by 5.00pm on Wednesday 15th February 2023.

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