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IT Support Specialist

3 months ago

Denmark Hill, United Kingdom Harris Academy Peckham Full time
Key Responsibilities

Your role will encompass:

  • Delivering exceptional technical assistance, guidance, and support to educators, learners, and trainee instructors.
  • Ensuring all incidents and service requests are accurately documented.
  • Maintaining ownership of all incident and service request tickets, ensuring regular updates, re-routing, or escalation as needed for timely resolution.
  • Identifying, implementing, and documenting known issues and solutions for desktop-related challenges.
  • Guaranteeing that all incidents and service requests are resolved within the designated resolution timeframe.
  • Imaging, deploying, and maintaining Windows 10 PCs, laptops, tablets, as well as Apple OS iMacs and iPads.
  • Installing, configuring, and maintaining peripheral computer equipment.
  • Installing and testing new software, updates, and upgrades.
  • Setting up and maintaining VoIP telephone systems.
  • Familiarizing yourself with the network infrastructure and related documentation.
  • Regularly checking and maintaining server and network infrastructure across locations.
  • Collaborating with the IT Service Manager and Infrastructure team to support on-site infrastructure elements, including physical and virtual servers, UPS systems, and other networked devices.
  • Administering user login accounts in Active Directory.
  • Managing Active Directory distribution and security groups.
  • With the support of the Federation IT Service Manager, ensuring that all systems documentation is kept current and accurate.
  • Delivering IT support services in alignment with ITIL and HarrisNET principles.
  • Coordinating with relevant senior leadership and Federation IT Service Managers to meet specific local and Federation requirements.
  • Updating and maintaining IT assets as listed in the Configuration Management Database (CMDB).
Qualifications We Seek

We invite applications from candidates who possess:

  • Strong verbal and written communication abilities.
  • The capability to self-manage, organize, and prioritize tasks while working under pressure.
  • A proven track record of managing priorities and adhering to strict timelines to deliver high-quality results.
  • Flexibility and adaptability in a dynamic environment.
  • Solid knowledge of Microsoft products, including Office 365, Office 2016, SharePoint, and other desktop software.
  • Excellent troubleshooting skills, supported by a clear and analytical approach to problem-solving.
  • A minimum of two years' experience in a similar client-facing role within the education sector.
  • Recent experience in an on-site IT customer service environment.
  • Demonstrated experience in supporting Microsoft products.
  • Experience managing Active Directory user accounts.
  • Recent experience with Apple products.
  • Recent experience supporting Windows 10 PCs, laptops, and tablets.

For a comprehensive job description and person specification, please refer to the Job Pack.

About Us

At Harris, our people are integral to our success. We foster a culture of collaboration and best practices, with a focus on professional development and career planning. We invest in our staff through support, coaching, mentoring, and a variety of high-quality training programs at all levels.

Alongside opportunities for career advancement, we offer a competitive rewards and benefits package, including a Performance and Loyalty Bonus, a Pension Scheme with generous employer contributions, a Wellbeing Cash Plan, an electric car scheme, 26 days of annual leave (plus bank holidays) for full-year staff, and many additional benefits. More information about our benefits can be found on our website.

Working Environment

As part of Harris, you will join a community of dedicated staff committed to transforming education. With regular opportunities for progression and outstanding continuing professional development for support staff, there are numerous avenues for you to advance your career, whether at Harris Academy Peckham, in one of our other academies, or within our central team. Our goal is to help you achieve your ambitions efficiently.

Why consider a position at Harris Academy Peckham?

  • A nurturing environment where everyone thrives and feels valued, with achievement as the cornerstone of success.
  • An opportunity to be part of an ambitious academy at the heart of the community, collaborating with experienced and inspiring leaders towards a bright future.
  • A blend of traditional values, such as respect and discipline, combined with exceptional teaching.
  • A generous benefits package and excellent opportunities for personal and professional growth.