Ict Technician

Are you an IT professional looking to provide support in a thriving academy? 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 Riverside.

**About Us**

Harris Academy Riverside is a very popular non-selective and highly oversubscribed academy which opened as part of the Harris Federation and the regeneration of the Purfleet on Thames area in 2017. We serve our local community of Purfleet on Thames and WestThurrock and have 900 on roll in the secondary academy and around 200 students in the 6th form.

**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 at both locations.
- 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.

**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 such as multi-functional printers and Interactive whiteboards, ensuring that this hardware is regularly tested and ready for use when required.
- To install and test new software and software updates / upgrades, ensuring compliance with software licensing regulations at all times.
- To install, configure and maintain the VoIP telephones
- To familiarise yourself with the network infrastructure (Server room, cabling, patch panels, routers, switches) and associated documentation at the Academy
- To ensure that the server and network infrastructure at both locations are regularly checked and maintained in accordance with HarrisNET best practice and procedures
- 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

**Other Duties**
- Act as a project team member on projects run by other members of the Federation ICT team
- Document and submit relevant Knowledge base articles as and when necessary
- Ensure that support is carried out according to the Standard Operating Procedure (SOP) documentation
- Liaise with vendors, partners and service providers as appropriate

**Qualifications & 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.

**Safeguarding Notice**

**Equal Opportunities**

As a provider of employment and education, we value the diversity of our staff and students, and all our staff are equally valued and respected. We are committed to providing a fair, equitable and mutually supportive learning and working environment for ourstudents and staff.