IT Support Technician

TN United Kingdom; Bournemouth; On-site; GBP 25,000 - 35,000; Full time

Job description

Bournemouth Collegiate School is a rapidly growing co-educational independent school situated on the south coast. The School has extensive facilities, on two sites. BCS provides a nurturing environment where the happiness of the pupils comes first.

Role overview

As part of the IT Services department, the primary objective of this role is to deliver a high-quality support service in the Bournemouth Collegiate School. This is principally a customer facing role working within the local school as well as the wider community. Therefore, excellent interpersonal skills and a focus on quality customer service are essential. Technicians will typically operate as part of the larger team and will be expected to operate independently for level 1 and 2 support calls and BAU activities within the support service. The expected working hours will be defined in the contract; however, for guidance, it will be 8am to 4.30pm or 9am to 5.30pm. The role will be reporting to the CATS Global Schools IT Infrastructure & Applications Manager.

Responsibilities

Support Functions

1. Provide 1st and some 2nd line support across a wide range of technology fields.
2. Actively develop technical skills under senior staff’s mentorship.
3. Monitor, prioritise and resolve incoming support calls, escalating complex issues as needed.
4. Offer high-quality technical support across various technologies.
5. Perform regular IT operations and maintenance tasks to ensure system stability and security.
6. Ensure all documentation is maintained to the highest standard.
7. Ensure the digital security and safety of staff, students, systems and data at all times.

Project Activities

1. Contribute to project progress reports for the CGS Project Management team.
2. Implement specific project activities or work packages under supervision or independently.
3. Ensure project tasks are completed within tight schedules and with utmost accuracy.
4. A solid understanding of Microsoft platforms, Windows 10/11, Office 365, and core infrastructure technologies is crucial. Infrastructure technologies include Microsoft Server Technologies (Server, IIS, MS SQL Server, Exchange, 365 and Teams), along with supporting systems (AD, DHCP and DNS) and desktop technologies.
5. Familiarity with network systems, virtualisation, cloud computing, door access systems and wireless networks is desirable.

Technical Leadership and Strategic functions

1. Develop a broad range of technical skills across CGS IT infrastructure.
2. Engage in IT technology groups within the organisation to share best practices and enhance skills.
3. Focus on technical excellence and attention to detail.
4. Facilitate knowledge sharing across IT Teams.

Person Specification

Demonstrable Experience

1. A keen interest in IT with a willingness to learn.
2. Enthusiasm and a positive attitude are required.
3. Strong communication skills, both written and verbal.
4. Ability to work both independently and as part of a team.
5. Excellent interpersonal abilities.
6. Pragmatic and flexible in approach.
7. Attention to detail.
8. Honest, open and inclusive personal style.
9. Professional, resilient and calm under pressure.
10. A commitment to ownership, solution-finding, and going the extra mile.
11. Strong Office 365 admin knowledge, especially Teams, SharePoint and Entra ID.
12. Ability to understand integrations of student management systems to IT systems.
13. Ability to remain calm and find resolutions in critical situations for the school (e.g., exam situations).
14. Ability to manage and support two sites in the Bournemouth and Poole area.
15. Work with the infrastructure team providing detailed information of the issues to resolve issues effectively and quickly.
16. Be able to liaise and plan changes with 3rd party suppliers.
17. Be able to support both students and staff due to 1:1 device deployment.
18. Proactive vs reactive. Strong customer service skills and ability to support end-users effectively.
19. Good problem solving and organisational skills with the ability to multi-task and negotiate with multiple stakeholders to find solutions for technical challenges.
20. Attention to detail and ability to maintain a high level of accuracy.

Desirable Requirements

1. Knowledge of MDM solutions (e.g., Intune/JAMF school).
2. Networking troubleshooting abilities.
3. Experience with iPads.
4. Apple School Manager with Apple Classroom integration.
5. Knowledge of Microsoft School Data Sync.

Behaviours

1. Ability to consult and communicate effectively with both written and verbal skills.
2. Excellent people skills.
3. Pragmatic and flexible in approach.
4. Attention to detail.
5. Honest, open, and inclusive personal style.
6. Professional, mentally resilient and calm under pressure.
7. Excellent analytical and troubleshooting skills.
8. Takes ownership.
9. Looks for a solution.
10. Goes the extra mile.
11. Follows-up & follows through.
12. ‘Can-do’ attitude.

About CATS Global Schools

CATS Global Schools is a leading education group committed to inspiring the next generation of world shapers.

With a history dating back to 1899, but a focus on the future, our group brings together 16 institutions comprising independent boarding schools, an Arts University College, English language schools and a variety of summer programmes in the UK, US, and China. We operate a number of different educational brands: CATS Colleges in Cambridge, Canterbury and London; CATS Academy in Boston; Cambridge School of Visual and Performing Arts (CSVPA) and Stafford House English language schools and study holidays. On top of this, we have 3 independent schools: St Mike's in Llanelli, Wales; Bosworth Independent College, Northampton; and Bournemouth Collegiate School, Bournemouth. We benefit from being part of a global team focused on teaching and learning.

Each year, we provide 18,000 students around the globe with the education they need to develop real-life skills for the future. We are dedicated to academic excellence and our students benefit from our well-developed links to over 40 top global universities.

We create a positive learning environment where every student is empowered to make a contribution to shape their world. This is made possible because of the commitment of our pioneering, persevering people who do the very best for our students.

Our commitment to inclusion and diversity

We are committed to diversity, inclusion and belonging. Building on our core values - Pioneering, Persevering, People - we pledge to deliver a series of events, guest speakers, and focus groups to make CATS Global Schools an employer of choice.

Safeguarding

CATS Global Schools are committed to safeguarding and promoting the welfare of our students and expect everyone connected with the organisation to share this commitment. All positions are subject to safer recruitment pre-employment checks in line with KCSIE guidelines. Shortlisted candidates will be asked to complete a Criminal declaration form and be subject to online checks, which may include social media.

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Created on 18/04/2025 by TN United Kingdom