IT Support Technician

Orange Recruitment; Sheffield; On-site; GBP 28,000 - 32,000; Full time

Job summary

EDClass Ltd, based in Dinnington/Sheffield, is seeking an IT Support Technician to provide 1st and 2nd line hardware, software, network, and AV support across the organisation. You will manage Microsoft 365 and Google Workspace, deploy and image laptops, troubleshoot classroom booths, monitor connectivity, and help staff and learners access online portals.

The role requires 1–2 years’ hands-on experience, GCSEs, Level 3 IT qualification (or equivalent), and a commitment to safeguarding and GDPR

Qualifications

• GCSE English and Maths at grade C/4 or above.
• Level 3 IT qualification or demonstrable equivalent commercial experience.
• Desirable: CompTIA A+, Network+, or Microsoft Certified (Modern Desktop / Fundamentals).
• 1–2 years of hands-on experience in a technical support or school IT technician role.
• Strong working knowledge of Windows 10/11 desktop environments and Microsoft 365 administration.
• Experience diagnosing hardware, peripherals (cameras, headsets, visualisers), and wired/wireless networks.
• Understanding of basic network protocols (TCP/IP, DHCP, DNS, VPNs, subnets).
• Desirable: familiarity with education-specific filtering and cyber hygiene frameworks.

Responsibilities

• 1st and 2nd Line Desktop Support: Provide prompt technical assistance via ticketing system, phone, and in-person.
• Diagnose and resolve hardware, OS, and standard software faults across Windows, macOS, and mobile devices.
• Manage user accounts, role-based access, and mailboxes via Microsoft 365 and Google Workspace.
• Virtual Teaching Booths and Audio-Visual Support: Set up, configure, and maintain live teaching hardware (visualisers, webcams, headsets).
• Troubleshoot streaming latency, microphone balance, and browser compatibility issues.
• System Administration and Maintenance: Image, configure, deploy, and asset-tag devices; perform updates and security scans.
• Support internal software suites and CRM/communication tools (Zoho).
• Network and Platform Connectivity: Monitor LAN, Wi‑Fi, switches, and broadband failover; assist with connectivity issues for staff and remote learners.
• Safeguarding, Data Protection and Cyber Security: Ensure endpoints comply with GDPR; monitor web filtering and endpoint threats; maintain incident logs.
• General Responsibilities: Carry out other duties commensurate with the role to support operations.

Skills

IT support experience

Windows 10/11

Microsoft 365 administration

Hardware & peripherals troubleshooting

Networking basics (TCP/IP, DHCP, DNS,

Remote desktop tools experience

Zoho CRM familiarity

Education

GCSE English and Maths

Level 3 IT qualification / equivalent

Tools

Zoho CRM

Microsoft 365 admin tools

Job description

Role: IT Support Technician

Department: IT and Infrastructure

Reports to: IT Operations Lead / Infrastructure Manager

Location: Dinnington, Sheffield (On-site)

Salary: £28,000 – £32,000 (dependent on experience)

About EDClass Ltd

Headquartered in Dinnington, Sheffield, EDClass Ltd is an established, DfE-accredited provider of online education and alternative provision. We have partnered with schools, multi‑academy trusts (MATs), and local authorities across the UK to ensure every child has access to high‑quality, continuous education, regardless of their circumstances.

Our platform combines structured virtual classrooms with live teaching delivered by qualified UK teachers. We support learners requiring alternative provision, including those experiencing emotionally‑based school avoidance (EBSA), medical illness, internal exclusion/isolation, or waiting on SEND/EHCP placements.

Safeguarding is at the core of everything we do. Through integrated monitoring, active web‑filtering, live alert systems, and dedicated pastoral teams, EDClass provides a secure, audit‑proof digital environment that upholds statutory Keeping Children Safe in Education (KCSIE) standards while helping young people rebuild confidence, attendance, and academic attainment.

Role Overview

The IT Support Technician provides essential 1st and 2nd line hardware, software, network, and audio‑visual support across the organisation. This includes maintaining on‑site IT equipment, supporting virtual teaching booths, troubleshooting platform connectivity issues for staff and off‑site learners, and upholding robust security standards in line with Keeping Children Safe in Education (KCSIE) and cyber security best practices.

Key Duties and Responsibilities

1st and 2nd Line Desktop Support:

• Provide prompt, helpful technical assistance to internal staff (teachers, safeguarding, administration) via ticketing system, phone, and in‑person.
• Diagnose and resolve hardware, OS, and standard software faults across Windows, macOS, and mobile devices.
• Manage user accounts, role‑based access, and mailboxes via Microsoft 365 / and Google Workspace.

Virtual Teaching Booths and Audio‑Visual Support:

• Set up, configure, and maintain live teaching hardware: visualisers, webcams, headsets, dual‑monitor arrays, and interactive displays.
• Troubleshoot streaming latency, microphone audio balance, and browser compatibility issues impacting live lessons.

System Administration and Maintenance:

• Image, configure, deploy, and asset‑tag new laptops, PCs, peripherals, and network devices.
• Perform routine software updates, operating system patches, and security scans.
• Support internal software suites and CRM/communication tools (e.g., Zoho suite).

Network and Platform Connectivity:

• Monitor office local area networks (LAN), Wi‑Fi access points, switches, and broadband failover connections.
• Assist customer‑facing teams in diagnosing basic connectivity, firewall, or permission issues experienced by commissioning schools or remote learners accessing online portals.

Safeguarding, Data Protection and Cyber Security:

• Ensure all endpoints comply with GDPR/Data Protection Act 2018 guidelines and internal information security policies.
• Monitor web filtering, antivirus definitions, and endpoint threat alerts, escalating any potential data or safeguarding risks immediately to the DSL and IT Leadership.
• Maintain precise records of hardware inventory, software licenses, and incident logs.

General Responsibilities:

• Carry out other duties commensurate with the role to support business operations and technical development.

Safeguarding Commitment:

• EDClass is committed to safeguarding and promoting the welfare of children and young people. To be successful in this role, you must undergo statutory safer recruitment checks, including an Enhanced DBS check with Children’s Barred List check.

Qualifications and Certifications

• Essential: GCSE English and Mathematics at grade C/4 or above (or equivalent).
• Essential: Level 3 IT qualification (e.g., BTEC National, T-Level, Advanced IT Apprenticeship) OR demonstrable equivalent commercial experience.
• Desirable: Industry certifications such as CompTIA A+, Network+, or Microsoft Certified (Modern Desktop / Fundamentals).

Experience and Technical Knowledge

• Essential: At least 1–2 years of hands‑on experience in a technical support, helpdesk, or school/college IT technician role.
• Essential: Strong working knowledge of Windows 10/11 desktop environments and Microsoft 365 administration.
• Essential: Practical experience diagnosing hardware components, peripherals (cameras, headsets, visualisers), and wired/wireless networks.
• Essential: Understanding of basic network protocols (TCP/IP, DHCP, DNS, VPNs, subnets).
• Desirable: Familiarity with education‑specific filtering and monitoring and cyber hygiene frameworks (Cyber Essentials).
• Desirable: Experience supporting remote desktop tools and enterprise CRMs (e.g., Zoho).

Personal Attributes and Skills

• Strong analytical, troubleshooting, and problem‑solving abilities under pressure.
• Clear, patient verbal and written communication skills when dealing with technical and non‑technical staff.
• High attention to detail regarding documentation, asset management, and password security.
• Proactive mindset with strong initiative and dependable time management.
• Professional attitude, integrity, and strict adherence to confidentiality and safeguarding boundaries.

Accreditation, Security and Compliance

EDClass adheres to world‑class standards across data protection, technical resilience, and pedagogical quality:

• ISO 9001: Certified for Quality Management Systems, ensuring consistent service delivery and operational efficiency.
• ISO 21001: Certified specifically for Educational Organisations Management Systems (EOMS), demonstrating our commitment to learner‑centric outcomes and best‑in‑class educational delivery.
• ISO 27001: Certified for Information Security Management, maintaining the highest levels of data protection, cyber hygiene, and confidential record‑keeping.
• ISO 42001 (In Progress): Currently undergoing certification for the Artificial Intelligence Management System standard, ensuring responsible, ethical, and secure integration of emerging technologies.