ICT Technician

HARRIS FEDERATION; Greater London; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Annual Loyalty Bonus

Pension scheme

Wellbeing Cash Plan

26 days annual leave

Job summary

Harris Invictus Academy Croydon is seeking an ICT Technician to deliver outstanding IT support for staff, students and trainee teachers. You will manage incidents, maintain devices, and contribute to a secure, well-documented IT environment.

Role requires strong Microsoft product knowledge, AD administration and on-site customer service experience within an education setting; a proactive, detail-oriented approach is essential.

Qualifications

• Good verbal and written communication skills.
• Ability to self-manage, organise, and prioritise tasks and work under pressure.
• A demonstrable track record of balancing priorities and meeting strict timescales.
• Flexibility and adaptability.
• Strong knowledge of Microsoft Office 365 and desktop software.
• Excellent troubleshooting skills with analytical problem-solving.
• Minimum of two years' experience in a similar client-facing IT role in education.
• Recent on-site IT customer service experience.
• Proven experience supporting Microsoft products.
• Proven experience managing Active Directory user accounts.
• Recent experience supporting Apple products.
• Recent experience supporting Windows 10 PCs, laptops and tablets.

Responsibilities

• Providing high-quality technical support to staff, students and trainee teachers.
• Logging incidents and service requests and ensuring timely resolution.
• Owning incident tickets and guiding staff to resolution.
• Identifying Known Issues and documenting workarounds.
• Resolving incidents within target timelines.
• Imaging and maintaining Windows 10 PCs, laptops and tablets, and Apple devices.
• Installing and updating software and peripherals.
• Maintaining VoIP phones and network documentation.
• Assisting with server and network infrastructure on-site.
• Collaborating with IT Service Manager and Infrastructure team.
• Managing Active Directory accounts and security groups.

Skills

Microsoft 365

Office 2016

SharePoint

Active Directory

Windows 10

Apple devices

Problem solving

Customer service

Communication

Tools

VPN

Job description

About Us

Harris Invictus Academy is a vibrant, happy and successful school at the heart of the community. We know that our young people have incredible strengths and talents which we nurture. We encourage them to flourish and grow into excellent ambassadors for the Academy and for our community. The Academy has a roll of 1,000 students, including a thriving Sixth Form, and whilst we were only founded in 2014 we are rated 'outstanding' by Ofsted and oversubscribed by parents .

We are part of the Harris Federation which is one of the highest performing Trusts in the country.

We celebrate our differences, enjoying the benefits of having a truly diverse cohort. We support the wellbeing of our students by developing their empathy, generosity and respect for others in the community. We take pride in our principles of equality and respect for alternative views, cultures, religions and all people regardless of their gender, disability, race, or sexual orientation.

Our students enjoy being at the Academy and choose to stay with us for their sixth form education.

Summary

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 Invictus Academy Croydon.

Main Areas of Responsibility

Your responsibilities will include:

• Providing high-quality technical support, advice and guidance to staff, students and trainee teachers
• Ensuring that all incidents and service requests are logged appropriately
• Retaining ownership of all incident and service request tickets and ensuring staff are regularly updating, re-routing or escalating where necessary to achieve resolution.
• Identifying, implementing and documenting Known Issues and workarounds for desktop related issues
• Ensuring that Academy incidents and service requests are resolved within the target resolution time
• Imaging, deploying and maintaining Windows 10 based PCs, Laptops and tablets, and Apple OS iMacs and iPads
• Installing, configuring and maintaining computer peripheral equipment
• Installing and testing new software and software updates and upgrades
• Installing, configuring and maintaining VoIP telephones
• Familiarising yourself with the network infrastructure and associated documentation
• Ensuring that the server and network infrastructure at both locations are regularly checked and maintained
• Working with the IT Service Manager and Infrastructure team to support the on-site infrastructure elements such as physical & virtual servers, UPS's and other networked devices
• Administering Active Directory user login accounts
• Managing Active Directory Distribution and Security groups within the Academy
• With the assistance of the Federation IT Service Manager, ensuring that all Academy systems documentation is maintained and updated as required.
• Delivering the IT support service in accordance with ITIL and HarrisNET principles.
• Liaising with the relevant SLT and Federation IT Service Managers to ensure that all specific local and Federation requirements are met
• Updating and maintaining the IT assets in both locations as listed in the CMDB

Qualifications & Experience

We would like to hear from you if you have:

• Good verbal and written communication skills
• The ability to self-manage, organise, and prioritise tasks and work under pressure
• A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality
• Flexibility and adaptability
• Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products
• Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving
• 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
• Proven experience of managing Active Directory user accounts
• Recent experience of supporting Apple products
• Recent experience of supporting Windows 10 PCs, laptops and tablets

For a full job description and person specification, please download the Job Pack.

Professional Development & Benefits

Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level.

In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes an Annual Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits. Learn more about on our website.

Safeguarding Notice

The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, an online search, and where applicable, a prohibition from teaching check will be completed.

Equal Opportunities

The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates.

We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable and m