Infrastructure Systems Analyst

We are looking for an Infrastructure Systems Analyst to join our central IT team, providing an outstanding level of third line systems support and ensuring high availability and efficiency for our customers.

About Us

We are a pioneering education charity, and one of the leading multi-academy trusts in the country. We have a track record of taking on some of the most challenging schools in London, turning them into places where every young person can access a high-quality education and have opportunities to succeed.

Educating 1 in 41 young people in London, we now have 52 primary and secondary academies transforming the life chances and opportunities of pupils from disadvantaged backgrounds.

The Harris Federation has a track record of accomplishment in achieving success through rapid school improvement and has built an unrivalled reputation for running outstanding academies in London.

Our central team comprises a dedicated, driven group of departments working centrally to provide support across the Federation and all of our academies. Across a multitude of key departments, we maintain expertise all integral to supporting central and academies in areas such as Finance, HR, Data, Estates Management, Talent and many more.

Main Areas of Responsibility

Infrastructure

• Provide installation and day to day support / troubleshooting for the End user compute across the Apple Ecosystem which includes Apple MacOS, iOS, iPadOS and TvOS and Windows 10 across the Federation
• Provide support for Mobile Device Management (MDM) using tools such as JamF, Meraki, Intune, Apple School Manager and Apple Configurator.
• Creation and Management of managed Apple IDs
• Provide support on deploying applications and patches to iOS, MacOS and Android devices.
• Provide support for Windows operating system patching, enterprise class desktop hardware and software such as Windows 10, Remote management, and troubleshooting.
• Provide level 3 support with in-depth knowledge of desktop/application troubleshooting
• Research and develop new technology, latest hardware, tools, and scripts to support desktop computing to improve the EUC experience.
• Provide day to day support and assist with migrations for centralised LG VoIP systems.
• Monitor systems performance and uptime
• Daily management of backup solutions such as Microsoft DPM and monthly tape rotation.
• Creation and monitoring of compliance reporting.
• Creation of Knowledge Base Articles
• First point of contact for 3rd line service desk ticket resolution

Other

• Act as a project team member on other projects run by other members of the Group ICT team.
• Assist with the population of articles in the HALO Knowledge Base.
• Ensure that support is carried out according to the Standard Operating Procedure (SOP) documentation.
• Such other duties as may be reasonably considered to be within the grade and remit of the post.
• Keep abreast of new developments in software and hardware

Qualifications & Experience

The successful candidate will have:

• Good verbal and written communication and interpersonal skills
• Confident in dealing with all levels of stakeholders
• Ability to apply problem solving techniques and get results
• Ability to communicate at all levels
• Strong personal drive and willingness to get things done
• Self-motivated and committed to delivery on time and to a high quality
• Demonstrable experience of balancing priorities and successful delivery of objectives, in a fast paced, constantly changing environment
• Ability to troubleshoot, investigate and resolve technical issues
• Ability to react quickly and effectively to issues and opportunities
• Ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving
• A clear understanding and drive to meet security and compliance standards with a ‘security first' ethos.
• A minimum of three years' experience of carrying out a similar client facing role
• Proven track record in working to strict timescales and of working with staff at all levels
• Experience of installation/ troubleshooting of the following:
• In-depth understanding of MacOS, iOS, iPadOS and TvOS to deploy, maintain and support across the environment
• One-to-One and Shared iPad deployments
• In-depth understanding of Mobile Device Management / Enterprise Mobility Management with JamF, MS Intuneand Meraki
• Understanding of tools and solutions to implement IT Security best practice such asAV, MFA, Encryption, Active Directory
• In-Depth understanding of Windows 10
• Good understanding of Windows Server 2012 to Windows server 2022
• Good understanding of Networking, DNSand DHCP
• Good understanding of Device encryption, Bitlocker and FileVault.
• Understanding of Office 365/ MS Azure
• Experience of working in an on-site IT based Customer Service
• Knowledge of O365 Click to run packaging and management.
• Application and driver packaging – new versions of current apps

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.

In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan including access to a virtual GP, electric car scheme, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits.

We offer lifestyle friendly working arrangements including flexible start and end times, and hybrid working with 2 days from home and 3 days either with the team at our office in East Croydon or visiting one of our academies.

Learn more about our benefits on our website.

Safeguarding Notice

The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, and where applicable, a prohibition from teaching check will be completed.

Equal Opportunities

The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable and mutually supportive learning and working environment.