IT Support Specialist

1 month ago

Croydon, Greater London, United Kingdom Harris Federation Full time
About This Opportunity

We are seeking a highly skilled IT Technician to join our team at the Harris Federation. As an IT Technician, you will play a critical role in providing technical support and assistance to our staff and students.

Main Areas of Responsibility
  • Provide high-quality technical IT support, advice, and guidance to staff and students.
  • Ensure that all IT support needs are logged and tracked appropriately.
  • Retain ownership of support tickets and keep staff updated on their status.
  • Ensure that IT support tickets are resolved within the target resolution time.
  • Reroute or escalate IT support tickets where necessary.
  • Identify, implement, and document workarounds for desktop-related problems within the Knowledgebase.
  • Identify recurring IT incidents and perform root cause analysis.
  • Notify key contacts on detection of a major incident.
  • Imaging, deploying, and maintaining Windows 10-based PCs, laptops, and tablets, as well as Apple OS iMacs and iPads.
  • Installing, configuring, and maintaining computer peripheral equipment.
  • Installing and testing new software and software updates/upgrades.
  • Installing, configuring, and maintaining VoIP telephones.
  • Working with local academy technicians where necessary and providing 2nd-line support for more complicated issues as and when required.
  • Familiarizing yourself with the network infrastructure (cabling, patch panels, switches, etc.) and associated documentation at the academies in your care.
  • Ensuring that the server and network infrastructure at the academy is regularly checked and maintained in accordance with HarrisNET best practice and procedures.
  • Working with the IT Service Manager and Infrastructure team to support on-site infrastructure elements.
  • Administering Active Directory user login accounts, Distribution, and Security groups.
  • Maintaining communication between Federation and Academy IT Support staff, Service Managers, and Academy SLT to ensure that all specific Federation and local academy requirements are met.
What We Are Looking For
  • Excellent verbal and written communication skills.
  • Self-motivation and a can-do attitude.
  • The ability to self-manage, organize, and prioritize tasks and work under pressure.
  • The capability to handle the various pressures and demands associated with this highly customer-focused ICT support role.
  • Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint, Apple OS, and other desktop-related software products.
  • Excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving.
  • The ability to react quickly and effectively to issues and opportunities.
  • Significant, recent experience in a similar, ITIL-aligned, IT support role, preferably in a school or other educational environment.
  • Current, in-depth experience of supporting Windows 10 PCs, laptops, and tablets.
  • Recent experience of supporting Apple products, including iMacs and iPads, in an educational environment.
  • Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop-related products.
  • Current, proven experience of Active Directory, including the administration of User accounts, Distribution, and Security Groups within a Windows Server Active Directory.
  • Proven track record in working to strict timescales and of working with staff at all levels.
  • Experience of delivering small projects, management of scope, and customer expectations.
What We Can Offer You
  • Excellent opportunities for continuous professional development and career progression.
  • Annual performance and loyalty bonus.
  • Pension scheme (Teachers' Pension Scheme or Local Government Pension Scheme) with generous employer contribution.
  • 26 days' annual leave (inclusive of our Christmas Eve closure day) plus bank holidays, rising to 27 days after 2 years' service, or equivalent for staff on term-time contracts.
  • Harris Wellbeing Cash Plan including cover for routine and specialist healthcare.
  • Employee Assistance Programme for free and confidential advice.
  • Cycle to work salary sacrifice scheme.
  • Wide range of shopping, leisure, and travel discounts.
  • 20% off at Tapi Carpets, exclusive to Harris employees.
  • Interest-free ICT and season ticket loans.
Apply for This Position

If you would like to discuss the opportunity further, or if you have any questions, please contact us via email to arrange a conversation.

Before applying, please ensure you download the job pack from our careers website, which will help with completing your application. Please note that we only accept applications submitted online before the closing date.

When applying, you will have the option to import your CV or use a LinkedIn profile, which will auto-populate the online application.

A reminder to check your junk mail for our email communications and add us to your safe senders list to ensure all future email communication is received.

Our Vision & Values

Our vision, from the start, has been to provide the structure and services needed for our schools to amount to more than the sum of their parts, and to free-up our teachers and leaders to focus on one thing and one thing only: the outstanding education of all their pupils. Our young people and communities are at the heart of everything we do. Our core mission has always been to close the educational gap between young people from disadvantaged backgrounds and their peers. Our ambition is one where every child in London, no matter their background, has equal access to high-quality education, giving them the same opportunities and potential to succeed.

We know there are many challenges facing our young people and the communities we serve, and that's why we need determined people like you to help us tackle those inequalities. Whilst each of our academies has their own unique cultures and values; as a whole Federation, we have four core values which are central to successfully achieving our vision: Excellence, Collaboration, Support, and Innovation. We are proud of our values because they guide us in how we work, allowing us to achieve the best possible outcomes for our young people, communities, and colleagues.

Safeguarding Notice

The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, an online search, and where applicable, a prohibition from teaching check will be completed.

Equal Opportunities

The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates. We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable, and mutually supportive learning and working environment.

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