Technical Support Officer

JOB DESCRIPTIONREPORTS TO:Senior Technical Support Officer (AO)RESPONSIBLE TO: EA Technical Support LeadKey Purpose of RoleThe postholder is an ICT Technical support officer with responsibility for the provision of an efficient and effective ICT support structure within the ICT Support team, to ensure continuity and availability of ICT systems throughout the Education Authority (EA).
The postholder will also assist the Technical Support Specialists in the development and implementation of ICT systems to support EA business requirements.
The Technical Support Officers will support on the analysis, design development and implementation, performance reporting and end user support of the following services: Technical Support Officer Support of EA client computers including laptops, desktops, mobile devices on a variety of platforms i.e.
Windows, Apple, AndroidMicrosoft office 2013 and above including 365 and accompanying suite of client applicationsMicrosoft Active Directory Understanding of Anti-virus Protection softwareLicense ManagementSupport and management of team documentation and proceduresReporting associated with the support of IT servicesService Desk SupportUnified Communications support incl.
Video conferencing and Ms TeamsMobile telephony support incl.
tech.
support, Ms. Intune & App mgmt Local Deployment and Disposal of IT equipmentProject support including EA device refresh programmesSchool Meals Kitchen SupportUnified communicationsIP Telephony support incl.
phone number mgmt.
IP operational procedures, Hunt Group mgmt.
Cisco Jabber supportPrint Management supportOperations ManagementMicrosoft Exchange support incl.
Ac Management, mailbox managementCriminal Justice Secure Email (CJSM) Ac mgmt.
& supportMail filtering SupportWeb Filtering Support This generic job description is intended to provide an outline of the Support areas that the post-holder will be expected to undertake across a number of functional areas (detailed above) within ICT Support.
Although the post-holder may be assigned to specific functional areas on appointment, in view of the nature of work the post-holder may be required to undertake duties in other functional areas to cover peak periods of work or vacancies.
Main Duties and ResponsibilitiesTechnical and Systems Support 1.
Assist with the setting up, operation, and maintenance of ICT systems and related peripherals in Education Authority main buildings, and out centres2.
Be responsible for regular and systematic back-ups of relevant systems on the network and standalones ICT systems in the Education Authority.3.
Provide technical support and advice in all areas relating to Education Authority ICT systems, hardware and software, undertaking visits to out centres where necessary.4.
Investigate and research technical solutions to ongoing technical problems, formulating technical procedures where required, and contribute to the broader development of the unit's ICT facilities.5.
Technically evaluate hardware and software (and be aware of the current market) to assist in the provision of an ICT service to Education Authority Units and out centres.6.
Assist with the development and maintenance of the ICT Service unit's Service Desk system.
Involves monitoring fault levels, assisting in the co-ordination of problem solving and change management issues, fault allocation, escalation, and reporting, to ensure a high level of support is provided to all Education Authority users.
7.
Provide specifications and technical information to all units on all technical matters relating to infrastructure, device management, networking and application requirements in Education Authority main buildings and out centres.8.
Liaise with ICT suppliers of goods and services in the delivery of a support service as appropriate.9.
Liaise with External Service Providers in respect of work undertaken through maintenance contracts.10.
Project-lead the design, development, and implementation of small ICT systems/assignments using corporate standard technologies.
Operational 11.
Undertake a variety of Operational activities in support of Education Authority unit's ICT systems as necessary.12.
Create and maintain a timetable schedule for operational activities and security back-ups, undertaking security back-ups, looking after disks and other storage media and maintenance of backup records.
Training 13.
Assist Education Authority personnel with the operation of a variety of hardware and related software.14.
To participate in the planning, design and delivery of a programme of technical training and the production of related documentation.15.
Provide advice to Education Authority personnel on software packages commonly used in the Education Authority.16.
Formulate procedure documents to guide Education Authority personnel in the use of ICT hardware and software.
Administrative and Resource Management 17.
Assist in the setting up and maintenance of the Education Authority's ICT resources (hardware and software), in relation to configuration, sizing, profiling, performance and access controls.18.
Assist with the requisitioning of resources, hardware and software, for all Education Authority Units and ensuring spend remains within budget restrictions.19.
Assist in the maintenance of an up-to-date electronic inventory of Education Authority ICT resources.20.
Ensure that copyright rules in the Education Authority are maintained21.
Help ensure that all software licenses are maintained and up to date.22.
Provide regular reports as required by the line manager.23.
Monitor the proper use of all IT equipment in Education Authority main buildings and out centres, ensuring that health and safety regulations are adhered to.
Research and Development 24.
Participate in the research and development work of the Technical Support Service, including specification of systems.25.
Engage in an active programme of research and development to ensure that problems that Education Authority Units may encounter are minimised.26.
Engage in development work requested by Education Authority units and agreed with the line manager.27.
Assist with the maintenance and enhancement of the Education Authority's ICT systems.28.
Keep fully conversant with various developments in ICT, particularly in relation to application systems, operating systems, the Internet and software products which may impact on the work of the Unit.29.
Liaise with hardware and software suppliers and manufacturers and contact help lines or technical support facilities in order to minimise faults.People Management & Development 30.
To promote the corporate vision, values and culture of EA as a single regional organisation, in all processes linked to maintenance, development and implementation of assignments within their areas of responsibility.31.
Ensure that employees within the Technical Support team are provided with clear structure, strategies, policies and processes for their service.32.
Foster a culture that supports achievement of the authority's Strategic Plan by role modelling core values and leadership behaviours to staff.33.
Have supervisory responsibilities for up to 1-5 members of staff organised in groups or teams as necessary 34.
To line manage, support and be responsible for the development of staff within their area of responsibility providing supporting within the areas of staff Welfare/Wellbeing and resourcing.35.
To deliver awareness sessions to Team as required.
Health & Safety duties and responsibilities36.
Understand the Health & Safety responsibilities of Managers & Employees within EA.37.
Ensure that employees fulfil their responsibilities as outlined in the EA policies and programmes.
– Fire drills, risk assessments, Accident reporting etc.38.
Implement personnel management policies to ensure that everyone in the team is aware of his/her responsibilities.39.
Forster a workplace safety culture in which employees and their managers work together to ensure workplace safety