ABOUT THE ROLE

An exciting new opportunity has arisen for an enthusiastic Senior School IT Technician to join Dataspire Solutions Ltd. This fantastic role will see you providing world class customer service to our customers in the Education Sector.
As an Senior Onsite IT Technician your Main Duties are:

MAIN DUTIES

• Be the key point of contact to the customer for Dataspire ICT Managed Services delivered within the specified customer site.
• Line manage School On-Site ICT Technician(s) as applicable, providing time and workload management guidance, including task prioritisation.
• Triage all school-generated Service Desk Tickets;
• Manage Ticket assignment to the on-site resource(s) where applicable, escalate to the Dataspire Service Desk or self-manage as considered appropriate.
• Manage Issue escalation as required.
• Focus on ticket priority based upon the effect of the incident upon Teaching & Learning.
• Manage VIP ticket escalation.
• Work seamlessly with the Dataspire Service Desk to ensure ongoing effective delivery of all elements of the ICT Managed Support Service.
• Provide all school-based users with on-site technical assistance, either directly or through the on-site team of IT Technician(s).
• Manage all Dataspire ICT Managed Service delivery processes and perform routine on-site service delivery and system maintenance tasks.
• Manage on site change processes alongside the Dataspire Project Teams and the Dataspire Service Desk.
• Be responsible for all technical tasks allocated to the onsite call queue allocated through the Service Desk.
• Ensure on-site technical investigation of all issues and escalate problems as and when appropriate, to ensure that all incidents are resolved within the specified SLA time scales.
• Drive Continual Service Improvement by pro-actively seeking out issues, investigating them and providing suitable resolutions.
• Engage effectively with any ICT customer employed third parties.
• Become a collaborative and effective member of your Regional Team.
• Support and drive the “One Team – Stronger Together” ethos and develop the relationships between OSEs, Dataspire’s Service Desk and the School.

1.3 TECHNICAL SERVICE MANAGEMENT TASKS

• Manage, maintain and deploy images to workstations or laptops
• Maintain printer management systems* and monitor networked printer queues
• Create/restore workstation/laptop images
• Complete Active Directory administration (new users, password resets etc.)
• Help maintain virtual environment
• Help monitor and configure Veeam backups
• Help monitor and maintain SCCM where applicable (MS updates, AV and image deployment)
• Help monitor and maintain Webfilter applications
• Help monitor and maintain network switch environment
• Monitor and maintain Office 365/Google environments where applicable
• Maintain all on-site documentation

1.7 OTHER TASKS

• Keep working rooms clean, tidy, safe and equipment/spares organised.
• All other duties as directed by your line manager.