Senior IT Support Technician

at  Eton College

Salary
Up to £33,705 pa in line with skills and experience
Job Reference
eton/TP/21163/1013
Contract Type
52 weeks, Full Time, Permanent
Working Hours
35 hours per week
Closing Date
08 April, 2024
Job Category
Operations
Business Unit
IT Services
Location
Eton College, United Kingdom
Posted on
25 March, 2024

ABOUT THE COLLEGE

We are an equal opportunities employer and are seeking applications from suitable candidates from all backgrounds. We are dedicated to creating and sustaining an environment that values individuality and difference and celebrates the diversity of both staff and pupils by fostering perseverance, tolerance and integrity. We believe in equal opportunity for everyone, irrespective of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation or socio-economic background.
If you have any queries about the application process or any problem with submitting your application online, the Recruitment Team will be happy to help. Should you require any reasonable adjustments to be made or facilities provided to enable you to apply online, please do not hesitate to contact us on recruitment@etoncollege.org.uk so we can make adjustments accordingly.

ROLE INTRODUCTION

The IT Department provides all of Eton College’s information and communications technology services for more than 2,000 users, both inside and outside of the classroom. You will report directly to the IT Service Delivery Manager and will need to be able to provide IT assistance across the college such as resolving help-desk requests on computer hardware, software and network systems. The successful candidate will have excellent customer service skills and some experience working within IT support or helpdesk work.
This is an exciting opportunity for an enthusiastic individual with a passion and aptitude for information technology to work for a prestigious and forward-thinking independent school.
Due to the needs of the school and the department, we may interview suitable candidates before the closing date. This job may also close early if a large number of applications are received. You are advised to submit your application as early as possible to avoid missing your chance to apply.

MAIN DUTIES

• Diagnose and resolve software, hardware, printers (copier & scanner) and telephony incidents & requests, including operating systems (Windows and Mac) and across a range of applications some bespoke;
• Assist with any logged IT related incidents & requests when called upon;
• Take ownership of issues by carrying out problem analysis to implement permanent fixes to resort service to the customer as soon as possible; accurately escalating incidents and requests when necessary;
• Accurately recording, updating and documenting requests using the IT service helpdesk system
• Installation and configuration of new IT equipment;
• Work under minimal direction and where appropriate provide direction to junior members of the team;
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately;
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation;
• To be a highly motivated team player with the skills and ability to manage changing priorities;
• Create, maintain and publish relevant support documentation to assist all staff/students in quick resolution of their incidents and service requests and enable users to become more self-sufficient;
• Exhibit a flexible approach to working on a rota basis of late and early shifts and provide necessary cover where needed;
• Provide training to fellow team members on project rollouts, latest technologies and assist with their development;
• Be willing to attend internal and external training as necessary to keep up to date with the latest technology and internal system processes;
• To work within the relevant legislation, policies and procedures;
• Proactively monitor and recommend changes to improve processes and policies, bringing new ideas and solutions to improve IT services to the College;
• Undertake other duties not specifically stated which from time to time are necessary without altering the nature or level of remit;
• To provide front line IT Helpdesk assistance providing ICT help to Eton staff and pupils;
• Hardware and software support of school devices including Microsoft and Apple computers, printers, telephones and network equipment;
• Fault diagnosis and repairs to a wide range of end-user devices;
• User support for standard software packages and bespoke systems;
• Use of computerised Helpdesk facility and management of calls from inception to a conclusion;
• Call management of own calls and cover if required for other calls;
• Route calls to the right person to complete the task;
• Escalate appropriate calls to the right person to resolve a problematic issue;
• Commitment and promotion of equality, diversity and inclusion;
• All positions at Eton are classed as ‘regulated activity’ as per the Keeping Children Safe in Education 2023 guidance, therefore a good understanding of safeguarding procedures is essential;
• Commitment to safeguarding and promoting the welfare of children, including but not limited to, completing safeguarding training as required, and ensuring any safeguarding updates issued by the College are read and understood;
• Understand and comply with procedures and legislation relating to confidentiality.

To be successful in this role, the incumbent should have or be:

• Experienced at a senior level and knowledge in IT support and Helpdesk work with relevant IT computing qualifications
• Knowledge of Microsoft (Version 2010 onwards) and Mac (Version Sierra onwards) operating systems, including installation, configuration;
• Mobile device support, including Microsoft, iOS, Android;
• Experience in supporting Macintosh, iPad, and Apple TV will be considered favourably.
• Familiarity with Mobile Device Management (MDM) and proficiency in JAMF 100/200 certifications will be advantageous.
• Experience with 1 to 1 iPad deployments is preferred.
• Understanding of bash scripting and Phyton will be viewed favourably
• Ability to work alone on day to day Helpdesk enquiries

You may also enjoy this role if you have

• Experience with computer and peripheral hardware servicing and basic repairs;
• Excellent customer service skills and a friendly and helpful manner;
• A demonstrable aptitude and passion for information and communications technology;
• Confidence and willingness to learn;
• Good communication skills and ability to work well in a team environment;
• Ability to organise and prioritise workloads and those of other junior members of the team