Ict Technician

1 month ago

London, United Kingdom Harris Federation Full time

Are you an IT professional looking to provide support in a thriving academy? We are currently looking to appoint an ICT Technician to provide an outstanding IT support service to the staff, students and trainee teachers at Harris Professional Skills SixthForm.

**About Us**

We expect our students to be polite, mature, enthusiastic and demonstrate exemplary behaviour and they understand that we work together as team. They also understand the role they play in the quality of the school and are as integral to our success as everymember of staff.

Although our exam results speak for themselves, at both GCSE and Sixth Form, we never rest on previous success and each year we aim to improve the quality of everything we do here at Harris Professional Skills Sixth Form and Aspire Academy.

Our facilities are first class and after a difficult couple of years when many of our extra-curricular activities were necessarily curtailed, we are excited to once again offer a full programme of events and enrichment for all our students

**Main Areas of Responsibility**

Incident, Request and Problem Management
- To provide high-quality technical support, advice and guidance to the staff, students and trainee teachers at both locations.
- To ensure that all incidents and service requests are logged appropriately on the Service Management system.
- To retain ownership of all incident and service request tickets and ensure staff are regularly informed of the status of their support ticket.
- To re-route or escalate support tickets to the appropriate team as necessary and work with the IT Service Managers, 3rd line support, Project Managers and other stakeholders to achieve resolution.
- To identify, implement and document Known Issues and workarounds for desktop related issues within the Knowledge Base.
- To ensure that Academy incidents and service requests are resolved within the target resolution time and that the solutions are documented within the system.

Service Support
- To image, deploy and maintain Windows 10 based PCs, Laptops and tablets, as well as Apple OS iMacs and iPads.
- To install, configure and maintain computer peripheral equipment such as multi-functional printers and Interactive whiteboards, ensuring that this hardware is regularly tested and ready for use when required.
- To install and test new software and software updates / upgrades, ensuring compliance with software licensing regulations at all times.
- To install, configure and maintain the VoIP telephones
- To familiarise yourself with the network infrastructure (Server room, cabling, patch panels, routers, switches) and associated documentation at the Academy.
- To ensure that the server and network infrastructure at both locations are regularly checked and maintained in accordance with HarrisNET best practice and procedures.
- To administer Active Directory user login accounts, ensuring that new staff, students and trainee teachers receive credentials in a timely fashion.
- To manage Active Directory Distribution and Security groups within the Academy to ensure that staff, students and trainee teachers have appropriate access to the data and resources they need.

**Qualifications & Experience**
- Good verbal and written communication skills
- Ability to self-manage, organise, and prioritise tasks
- A demonstrable track record of balancing priorities and working to strict timescales
- You must be flexible, adaptable and capable of handling the various pressures and demands associated with this role
- Good knowledge of Microsoft products
- Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving.
- A minimum of two years' experience of carrying out a similar, client facing role in either the primary or secondary education sector.
- Recent experience of working in an on-site IT based, Customer Service environment.
- Proven experience of supporting Microsoft products
- Proven experience of managing Active Directory user accounts
- Recent experience of supporting Apple products
- Recent experience of supporting Windows 10 PCs, laptops and tablets.

**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 rangeof top-quality training programmes delivered at every level to senior leadership.
We look for talented individuals who share our vision for creating exceptional places of learning, and are committed to ensuring that every child in London has access to the best possible education.
In addition to the opportunities for career progression, training and development, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme, a Wellbeing Cash Plan, electric car scheme, 26 days'annual leave (plus bank holidays) for non term-time only employees, and many other benefits.

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