2nd Line IT Support Technician

The Beacon School; Amersham; Presencial; GBP 30.000 - 45.000; Jornada completa

Descripción de la vacante

The Beacon School in Amersham is seeking a 2nd Line IT Support Technician to join our IT team. You will support school systems, mentor junior technicians and help manage the IT helpdesk to ensure SLA targets are met.

You will also assist with maintenance of IT infrastructure, contribute to disaster recovery planning, and deliver staff training. This role requires hands-on technical knowledge and strong collaboration with the IT Manager.

Formación

• Experience leading IT support teams and mentoring staff.
• Strong problem-solving and customer service skills.
• Ability to document processes and maintain clear records.

Responsabilidades

• Lead and mentor IT technicians, ensuring professional development.
• Provide 2nd/3rd line IT support for school systems and manage helpdesk queue with SLA adherence.
• Provide 1st line support when needed to meet school requirements.
• Identify improvements and work with IT Manager to implement them.
• Maintain IT infrastructure documentation and disaster recovery procedures.

Conocimientos

Team leadership

Customer service

Problem solving

Documentation

Communication

Herramientas

Active Directory

Microsoft 365

ITIL concepts

Helpdesk software

Descripción del empleo

Job Title: 2nd Line IT Support Technician

Reporting to: IT Manager

Hours: Full-time, 5 days a week (40 hours per week)

Main Duties & Responsibilities

• To implement and manage projects as directed by the IT Manager.
• To act as a supervisor and mentor to the other IT technician staff, assisting their continued professional development.
• For those you supervise, to oversee and monitor the team members’ service delivery - highlighting any areas for improvement and ensuring that their expertise and ability to service is at the highest levels expected by the School
• To provide 2nd / 3rd line support for all school systems and manage the IT helpdesk queue, ensuring SLA’s are met.
• To provide 1st line support when required to meet the school’s needs.
• To identify and feed back ideas for operational improvements to the IT Manager and work with them to implement those deemed worthwhile for the school.
• To assist, as directed by the IT Manager, with the maintenance of all School IT infrastructure and services.
• To ensure system documentation is kept and up to date for all IT systems.
• To design and deliver staff IT training, both written and in person, as directed by the IT Manager.
• To assist with the testing and development of disaster recovery procedures, in co-operation with the IT Manager.
• To track the latest developments in IT for teaching and learning, feed back any of potential note to the IT team and work with wider school management teams to implement those deemed worthwhile for the school.
• To operate in accordance with policies on data protection, e.g. GDPR, DPA, etc. and assist in reviewing and ensuring compliance of school systems with such policies.
• Any other duties that the School might require commensurate with the post.