Ict Technician

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 Academy Orpington.

**About Us**

At Harris Academy Orpington, we have the most incredible facilities, staff and students and we are very proud of the work that our students do here. We have developed a curriculum that is ambitious and broad. We believe people need to nurture an appreciationof human creativity and achievement and have designed a curriculum that does just that.

**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.**:

- 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.
- Identify recurring IT incidents and perform root cause analysis to identify the underlying cause.

**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, ensuring that this hardware is regularly tested and ready for use when required.
- To install and test new software and software updates / upgrades.
- To install, configure and maintain the VoIP telephones
- To familiarise yourself with the network infrastructure and associated documentation at the Academy.
- To ensure that the server and network infrastructure are regularly checked and maintained.
- To work with the IT Service Manager and Infrastructure team to support the on-site infrastructure elements.
- 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.
- With the assistance of the Federation IT Service Manager, ensure that all Academy systems documentation is maintained and updated as required.

Service Management
- Deliver the IT support service in accordance with ITIL and HarrisNET principles.
- Liaise with the relevant SLT and Federation IT Service Managers to ensure that all specific local and Federation requirements are met.
- Update and maintain the IT assets in both locations as listed in the CMDB.

**Qualifications, Skills & Knowledge**
- Good verbal and written communication skills. Confident in communicating with staff at all levels. You must be self-motivated, with a can do attitude and a strong commitment to team-work and customer service.
- Ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving.
- A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast paced, constantly changing environment.
- You must be flexible, adaptable and capable of handling the various pressures and demands associated with this demanding and customer focussed ICT support role.
- Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products.
- Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving. Ability to react quickly and effectively to issues and opportunities.
- Ability to react quickly and effectively to issues and opportunities.

**Experience**
- 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, including Office 365 and Office 2016, SharePoint, and other desktop related products.
- Proven experience of managing Active Directory user accounts including the administration of Distribution and Security Groups within a Windows Server 2012 Active Directory.
- Recent experience of supporting Apple products, specifically iMacs and iPads in an educational or corporate environment.
- 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.

In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan includingaccess to a virtual GP, electric car scheme, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits.

**Safeguarding Notice