IT Support Technician

Onyx-Conseil; Milton Keynes; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Contributory pension scheme

Private healthcare

Life assurance

School fee discount

Professional development

25 days holiday (pro-rata)

Job summary

Onyx-Conseil is seeking an IT Support Technician to deliver 2nd and 3rd line IT support for Schools, coordinating with staff, the IT Service Desk and other support teams to identify, prioritise, own and resolve all IT requests. Based across two Milton Keynes schools, the role supports transformation projects, maintains hardware and software, and ensures security and backups while keeping service levels.

You'll need excellent customer service, strong communication, and the ability to work

Qualifications

• Experience in a Service Desk environment (2nd-3rd line)
• Experience in education sector preferable
• ITIL not required but useful

Responsibilities

• Provide 2nd and 3rd line IT support to staff and students in the UK
• Support transformation projects
• Maintain hardware, software, and inventories to ensure availability and compliance
• Install and configure hardware and licensed software per policies
• Monitor backups and IT security; report risks to Head Teachers/IT Manager
• Lend support to IT service partners and 3rd parties
• Travel between schools in Milton Keynes as needed

Skills

2nd/3rd line support IT

Customer service

Communication

Time management

Team collaboration

Driving licence

Tools

Windows Server 2012/2016

Active Directory

Office 365

SIMS.net

SOLUS3

Job description

IT Support Technician

Purpose

The role of IT Support Technician will lead and manage all day-to-day IT 2 and 3 line support activities for Schools.

The IT Support Technician will liaise with School staff, the IT Service Desk and other 3 line support teams to identify, prioritise, own and resolve all IT support and service requests.

The IT Support Technician will work closely with the Projects teams to assist with the seamless delivery of technology transition projects

This position is a UK role and will be required to support other schools/sites as requested by the UK Service Delivery Manager.

Key Responsibilities

• Provide 2 and 3 line support to UK School staff and students
• Support Transformation Projects
• Work alongside and support strategic technical delivery and IT Solutions Strategy
• Carry out routine BAU maintenance of all computer hardware and network services to maintain agreed availability.
• Respond to and resolve IT faults and requests through onsite visits and remote support tools to agreed service levels.
• Install and configure approved computer hardware and licensed software, following agreed policies and procedures.
• Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance.
• Manage staff and student user accounts following agreed policies and procedures.
• Monitor and maintain server back-ups to ensure system and user data is protected and secure.
• Monitor IT (physical and network) security and report any risks or incidents to School Head teachers, IT Manager
• Any other reasonably requested duties

Person Specification

• Exceptional customer service and communication skills, including written and verbal.
• Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization.
• Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues
• Self-motivation, effective time management and the ability to work unsupervised.
• Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues.
• Demonstrable methodical problem solving, excellent analytical skills and creative thinking.
• Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, raise and resolve issues.
• Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.
• A desire to, and demonstrable experience of supporting teaching and learning
• Project team member skills
• Effective engagement with IT service partners and 3rd parties
• A clean UK driving license.

Technical Skills

• Windows Server 2012/2016
• Windows 10
• Active Directory support
• Office365
• Microsoft Office 2013/2016 suites
• LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.
• SIMS.net and SOLUS3 support
• AV and interactive boards and screens
• Shared printing solutions
• Desktop/Server Hardware support and troubleshooting
• Apple device management and support

Experience

• Experience of working in a Service Desk environment (2nd - 3rd line support role)
• Experience of working in the education or similar sector is preferable.
• ITIL preferred but not essential.

Key Competencies

Role Specific

• Work Planning and Scheduling
• Time Management
• Listening and Organisation
• Training, Mentoring and Delegating
• Problem Identification and Solution
• Process Improvement

Safeguarding Responsibilities

• To comply with safeguarding policies, procedures and code of conduct
• To demonstrate a personal commitment to safeguarding and student/colleague wellbeing
• To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy.
• To engage in safeguarding training when required

Remuneration

• Competitive salary
• Contributory pension scheme
• Private healthcare
• Life assurance
• School fee discount
• Professional development
• 25 days holiday (pro-rata’d to part time)

You will be based between 2 schools in Milton Keynes.

The salary will be circa £28K - £30K + Benefits.