School ICT Technician

A fantastic opportunity has arisen for an experienced ICT professional to join reputable school as a ICT Technician. The position will be based in Hertfordshire.

To work with the Head of IT Support and wider technical support team to provide first and second line support service to the school community. To ensure all services are operational to support the day to day running of the Schools

Day to Day Responsibilities

• Supporting and administering both Office 365 and Azure services.
• Assisting with the provisioning, monitoring and maintaining the network infrastructure (Switches and Wireless Access Points).
• Support the wider IT Services team with the development and deployment of desktop hardware, desktop infrastructure and ancillary equipment.
• Provision MFD badges for all users.
• Building and maintaining relationships with members of staff to maintain the reputation of the Technical Support Team.
• Provide appropriate technical support, help and advice to staff and students.
• Conduct individual and group training on the use of IT systems and resources.
• Negotiate with suppliers and external contractors and track external support calls.
• Work as part of a team adopting flexible working practices, attending meetings and liaising with staff at all levels to ensure efficient operation of IT systems.

Team Responsibilities

1.0 Service Desk

IT Services department operate a local help desk to manage the day-to-day workload of the department across the Schools'. All members of the team are to work within this framework to ensure all of the departments responsibilities are carried out in a timely manner.

• Read and accept all calls assigned to them,within an hour
• Update each open call, once every day, unless it is on hold
• Resolve every call within its SLA
• Escalate calls that are outside of their ability within an hour
• Inform the Director of IT of any potential major issues immediately
• Record defective equipment in line with the departments FITS framework.
• Oversee the work of external contractor, ensuring minimal disruption to others and record within the help desk, within 24 hours
• Update hardware and software inventory, within 24 Hours of making a change
• Ensure all systems, including peripheral equipment, is safe, clean, fully serviceable and complies with relevant Health & Safety regulations whenever installing, completing proactive maintenance or attending a support request.
• Utilising and updating of IT Technical Support knowledge base and record keeping solution.

2.0 Audio Visual or Event Support

A large number of events like school assemblies, parent evenings, and concerts. Where AV/IT Services are used in these events, at least one member of the team must attend in order to manage AV/IT Services at events and ensure that the services meet the high expectations of the Schools.

All events are to be setup at least 15 minutes prior to the start time as per the AV booking system.

3.0 Proactive Maintenance

Regular Checks are carried out in order to capture and resolve long term faults and those that might not otherwise been reported. Due to the nature of the three schools, the IT Services team members are assigned zones across the sites, this helps to ensure IT Services are maintained.

The minimum level of checks expected is:

• All IT suites to be checked and signed off once every week, during term time
• Check stock levels in all stores and IT suites once every week, during term time
• All other classrooms to be checked and signed off once every week during term time.
• MFD paper and consumables stock.

4.0 System Development

The Schools' expect its IT Services to embrace new technology, while ensuring that its existing systems remain dependable. In order to deliver on the Schools' expectations is every member of the team is required to:

• To assist with the evaluation, testing and installation of new hardware and software, following IT procedures ensuring the security of hardware
• To develop a high level of liaison with administrative, academic and operations staff across the Schools'. In order to maintain a clear understanding of their aims and IT needs.

5.0 Security/Data

The security of the Schools' data should be the second most important consideration for all members of the team, second only to safety. This includes:

• ensuring appropriate security software (Anti-Virus, etc) is in place
• ensuring systems are safe from external attack,
• whether via the Internet or via other means
• ensuring that media containing the Schools' data (Hard Disk, Memory Pen, Tape etc) is secure at all times and disposed of in a manner that ensures data cannot be retrieved
• ensuring that the Stamford Endowed Schools Data Protection Policy is followed

6.0 Equipment

To ensure that the new systems are marked, the details of serial numbers, etc, logged and that the situation of each system will:

• ensure its continued safe and effective use
• fall within the terms of the Schools' insurance scheme.

7.0 Other Duties

To assist in the provision of the department other responsibilities including but not limited to

• To carry out other such duties as may reasonably be required by the Director of IT, Head of IT Support, with the post holder's level of skill and experience
• To promote equal opportunities in the Schools'
• To promote a one team ethos
• Providing excellent on boarding sessions to utilise the IT Solutions.
• Enhance knowledge and skills relevant to IT through online resources and attend relevant courses where appropriate

Candidate Specification

ESSENTIAL KNOWLEDGE & EXPERIENCE

• A minimum of three years' experience in an IT support role.
• Experience of delivering services to meet customer needs.
• Experience of managing competing priorities and working to tight timescales.

KEY SKILLS

• Excellent communication skills, both written and oral and the ability to communicate with different groups of people.
• Good administrative skills.
• Working knowledge of Windows Server 2016/19.
• High-level working knowledge of Windows 10,Office 2013/16 management and deployment.
• Excellent customer service skills and the ability to understand the needs of our students, staff, parents and carers.
• Excellent organisational and time management skills and the ability to prioritise work for yourself.
• Good analytical skills and a systematic and methodical approach to problem solving.
• Ability to work on own initiative as well as part of a wider team.
• Ability to disseminate knowledge and good practice to other members of staff.

OTHER ATTRIBUTES

• Self-motivated and proactive.
• Adaptable, willing and flexible.
• Conscientious and dependable.
• Calm, organised and methodical.
• Enthusiastic, ambitious and hardworking

DESIRABLE

• Relevant IT qualification/s, e.g. Microsoft,Cisco, CompTIA a+.

KNOWLEDGE & EXPERIENCE

• Experience in education (primary, secondary, post 16 or alternative provision.
• Experience of configuring / monitoring networks, telephony and wireless systems.

KEY SKILLS

• Windows 10 management and deployment.
• Proficiency with AV systems, including staging, lighting and sound.
• Experience of supporting Apple devices such as iMacs and iPads in a Windows networked environment...... click apply for full job details