1st & 2nd Line | Onsite Technician
Job Purpose
To support the ICT Systems Manager in providing a comprehensive and responsive technical ICT support service for all schools. To assist in maintaining an ICT infrastructure that is secure, reliable, robust and resilient and supports all aspects of teachingand learning, along with operational and administrative support, across each school and departments,
To provide technical expertise in order to identify and resolve ICT issues.

To provide technical input and support for ICT projects across the Trust, including setup work for academies joining the Trust's infrastructure.

To work collaboratively with all staff and parents/carers in order to support student well-being and promote the values of the Trust and each school.

Specific Responsibilities

Technical Support:

• Support the ICT Systems Manager to ensure secure ICT service availability for both internal and external access to Trust networks.
• Provide the day to day 1st and 2nd line technical support for the Trust's centralised ICT network. Manage efficient and timely responses to requests made to the IT Helpdesk. In addition to remotely resolving issues and requests reported to the IT Helpdesk,regular visits will be scheduled to Trust sites to repair and resolve ICT issues and to undertake routine maintenance, upgrade and support tasks.

Support for the Trust's centralised ICT network includes, but is not limited to,:

• End User Devices (workstations, tablets, laptops, AV, interactive whiteboards)
• Wired and wireless infrastructure
• Servers and services
• Administration of user permissions/access rights
• Storage and management of data including backup and recovery
• Telephony
• Building Management Services in conjunction with Estates
• Management Information Systems
• Closed Circuit Television
• Access Control
• Managed Print Services
• Cashless Catering
• Ensure that all incidents, faults and requests are logged appropriately on the Trust's ICT Helpdesk system.
• Ensure that all incidents, faults and requests are prioritised accordingly.
• Maintain regular communications with the appropriate staff until all incidents and faults are resolved and requests actioned.
• Monitor progress of all incidents, fault resolution and requests against the Trust's Service Level Agreement targets and respond promptly to unacceptable performance levels.
• Escalate any incidents to the appropriate support level as necessary and work with the ICT Systems Manager, Head of ICT Services, 3rd parties and other stakeholders to resolution.
• Undertake regular scheduled hardware checks, repairing faults or reporting more complicated issues to the ICT Systems Manager.
• Undertake regular scheduled housekeeping activities including backup and restore, virus checking, and updating.
• Maintain the Trust's asset register for all ICT equipment and ensure all equipment is appropriately logged, tagged and security marked as directed by the ICT Systems Manager.
• Provide technical input and support for ICT projects across the Trust, as directed by the ICT Systems Manager and/or Head of ICT Services.
• Assist with the implementation of and compliance with the Trust's ICT Acceptable Use policy
• Monitor the use of school systems and undertake key responsibilities for the safe use of all ICT systems in line with relevant Trust and school policies (e.g. Safeguarding, Child Protection, Esafety, Data Protection and Freedom of Information) reportinginappropriate behaviour to the relevant person as appropriate.
• Provide technical ICT support and equipment setup for teaching, assemblies, examinations, presentations, events, and media, music, dance and drama productions across the Trust.
• Assist as required, with the setting up and support of display media, digital signage, AV and communications equipment as required across the Trust.
• Check and maintain stocks of ICT Consumables.
• Any other reasonable duties which may be required by the Trust from time to time.

Desired Experience:

• Good technical knowledge of network operating systems
• Good technical knowledge of modern Windows and Mac client and server based operating systems
• Good knowledge and experience in supporting Active Directory based networks
• Good knowledge of Windows OS Deployment, Application deployment (MSI installers, Scripts), Windows Updates and Anti-Virus management on large networks (500+ devices).
• Experience and knowledge of VLANs.
• Experience and knowledge of wireless networks
• Experience with at least one of the following systems: Microsoft Exchange
• 2010, 2013 and/or Exchange Online

- (Office 365).

• Understanding of SQL.
• Good knowledge and experience of education focused web filtering system.
• Knowledge of remote access systems such MS Remote Desktop Services, VDI and VPNs.
• General understanding of VoIP

- telephone systems

• Experience of hosting websites & public
• DNS management.
• Knowledge of general server backups (physical & virtual) with software such as Windows Server Backup, Backup Exec, Veeam etc.
• Good knowledge and experience of supporting, updating and using MIS

- systems such as Capita SIMS.

• Knowledge in supporting Finance systems such as PS Financials.
• General understanding of VoIP

- telephone systems

• Experience of hosting websites & public
• DNS management.

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