IT Technician

at  Harris Federation

ABOUT THIS OPPORTUNITY

We are looking for an IT Technician to assist with the provision of IT Support services and project related activities at our Croydon office and at our Academies to cover short-term absences and vacancies as a roaming technician, or as an extra pair of hands when required, thus enabling Group ICT to maintain the provision of excellent, ITIL aligned IT Services to our customers.

MAIN AREAS OF RESPONSIBILITY

Your responsibilities will include:

• Providing high-quality technical IT support, advice and guidance
• Ensuring that all IT support needs are logged appropriately
• Retaining ownership of support tickets and keeping staff updated on their status
• Ensuring that IT support tickets are resolved within the target resolution time
• Rerouting or escalating IT support tickets where necessary
• Identifying, implementing and documenting workarounds for desktop related problems within the Knowledgebase
• Identifying recurring IT incidents and performing root cause analysis
• Notifying key contacts on detection of a major incident
• Imaging, deploying and maintaining Windows 10 based PCs, laptops and tablets, as well as Apple OS iMacs and iPads.
• Installing, configuring and maintaining computer peripheral equipment
• Installing and testing new software and software updates/upgrades
• Installing, configuring and maintaining VoIP telephones
• Working with local academy Technicians where necessary and provide 2nd line support for more complicated issues as and when required
• Familiarising yourself with the network infrastructure (cabling, patch panels, switches, etc.) and associated documentation at the Academies in your care
• Ensuring that the server and network infrastructure at the Academy is regularly checked and maintained in accordance with HarrisNET best practice and procedures
• Working with the IT Service Manager and Infrastructure team to support on-site infrastructure elements
• Administering Active Directory user login accounts, Distribution and Security groups
• Maintaining communication between Federation and Academy IT Support staff, Service Managers and Academy SLT to ensure that all specific Federation and local academy requirements are met

To view the full job description and person specification, please download the job pack.

WHAT WE ARE LOOKING FOR

We would like to hear from you if you have:

• Excellent verbal and written communication skills
• Self motivation and a can-do attitude
• The ability to self-manage, organise, and prioritise tasks and work under pressure
• The capability to handld the various pressures and demands associated with this highly customer focussed ICT support role
• Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint, Apple OS and other desktop related software products
• Excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving
• The ability to react quickly and effectively to issues and opportunities.
• Significant, recent experience in a similar, ITIL aligned, IT support role, preferably in a school or other educational environment
• Current, in depth experience of supporting Windows 10 PCs, laptops and tablets
• Recent experience of supporting Apple products, including iMacs and iPads, in an educational environment
• Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products
• Current, proven experience of Active Directory, including the administration of User accounts, Distribution and Security Groups within a Windows Server Active Directory
• Proven track record in working to strict timescales and of working with staff at all levels
• Experience of delivering small projects, management of scope and customer expectations

For a full job description and person specification, please download the Job Pack.

• Providing high-quality technical IT support, advice and guidance
• Ensuring that all IT support needs are logged appropriately
• Retaining ownership of support tickets and keeping staff updated on their status
• Ensuring that IT support tickets are resolved within the target resolution time
• Rerouting or escalating IT support tickets where necessary
• Identifying, implementing and documenting workarounds for desktop related problems within the Knowledgebase
• Identifying recurring IT incidents and performing root cause analysis
• Notifying key contacts on detection of a major incident
• Imaging, deploying and maintaining Windows 10 based PCs, laptops and tablets, as well as Apple OS iMacs and iPads.
• Installing, configuring and maintaining computer peripheral equipment
• Installing and testing new software and software updates/upgrades
• Installing, configuring and maintaining VoIP telephones
• Working with local academy Technicians where necessary and provide 2nd line support for more complicated issues as and when required
• Familiarising yourself with the network infrastructure (cabling, patch panels, switches, etc.) and associated documentation at the Academies in your care
• Ensuring that the server and network infrastructure at the Academy is regularly checked and maintained in accordance with HarrisNET best practice and procedures
• Working with the IT Service Manager and Infrastructure team to support on-site infrastructure elements
• Administering Active Directory user login accounts, Distribution and Security groups
• Maintaining communication between Federation and Academy IT Support staff, Service Managers and Academy SLT to ensure that all specific Federation and local academy requirements are me