3rd Line IT Technician

Overview Class Technology Solutions Ltd (CTS) is a leading provider of ICT solutions to the education sector in the UK, and are looking for a 3rd Line IT Technician to be based at one of our client sites. Responsibilities Under the guidance of the Network Manager: Provide specialist ICT support that ensures the school/centre establishes and maintains high quality learning facilities. Become the 'second in command' to the Network Manager, and if working for a Trust Network Manager, potentially lead that satellite site – to work independently. Use specialist skills/training/experience to support school/centre's staff & pupils ICT requirements. Maintenance of specialist equipment, check for quality/safety, undertake specialist repairs/modifications within own capabilities and arrange for other repairs/modifications to be carried out by others. Demonstrate and assist in the safe and effective use of specialist equipment/materials. Provide specialist advice and guidance as required to School/Centre. Ability to effectively communicate (verbally and in writing) technical information at an appropriate level, and in a suitable style, having assessed the audience. Implement agreed work programmes/practices under the guidance of Senior Staff. Monitor and manage stock within an agreed budget, cataloguing resources and undertaking audits as required. Be aware of and comply with policies and procedures relating to child protection, health, safety and security and confidentiality, reporting all concerns to an appropriate person. Mentor junior colleagues. To be aware of the school/centre's responsibilities under the Data Protection Act 1984 for the security, accuracy and relevance of personal data held on such systems and ensure all administrative and financial processes comply with this. Technical Expertise Monitor onsite helpdesk, ensuring ticket resolution quality and quantity is within SLA. Resolve tickets at all levels (first through to third line). Set up and maintain complex physical and virtual Windows server environments. Configure and troubleshoot basic network and switch management. Install hardware and software applications as required. Configure and troubleshoot Mobile Device Management in Apple environments. Perform maintenance tasks for user accounts. Develop and engage with network and service monitoring reports and utilities. Processes Follow an acceptance test procedure on new ICT equipment and report results appropriately. Update records of installed hardware and software. Transfer and transportation of IT Equipment to required areas or rooms within the site. Follow processes and tasks described in school's disaster recovery and maintenance plans. Follow instructions to implement school backup and virus protection procedures. Investigate a request for support, record diagnostic information accurately and either resolve or elevate to the appropriate level. Record the time spent on tasks and compare to expectation/allocation as appropriate. Checks To do regular checks on our client systems, which include – but are not limited to – the following: Disk space checks. Backup checks. Event log checks. Cluster Shared Volume/Shared Storage for Hypervisors. SNMP Traps. Holiday Work Potential to be called out to work in project teams during the holidays. Other Monitor the school and wider educational environment to identify emerging technical risks and opportunities. This is a busy site with a small friendly team – ability to be effective and innovative, and to efficiently manage your time is essential. A key skill would be splitting time appropriately between reactive ticket resolution and proactive project work. Deliver a collaborative and open door style of IT leadership and support within the team and across the school. Actively monitor school, LEA/LA and legal responsibilities. Develop relevant H&S procedures and ensure that all ICT users follow appropriate practice. Ability to self-regulate and upskill self as necessary. Any other tasks that the Technical Management Team, or the Company Directors feel are appropriate. Experience in a helpdesk or support environment. Experience with backend server and networking systems. Education Requirements Professional qualifications (Degree / Masters in Computing) or Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE) or equivalent, demonstrable experience. Other specialist IT specific qualifications i.e.: Aruba, Cisco, HP or other Enterprise level software/hardware. Safeguarding Statement At CTS we are committed to safeguarding and protection of children in our work. We will do everything possible to ensure that only those who are suitable to work with children are recruited to work with us. This post is subject to a range of vetting checks, including a criminal record disclosure. #J-18808-Ljbffr