IT Technician

Harris Federation; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual loyalty bonus

Pension scheme

26 days annual leave

Wellbeing cash plan

Employee Assistance Programme

Cycle to work scheme

ICT and season ticket loans

Job summary

Harris Federation is seeking an IT Technician to oversee IT support across multiple primaries in Croydon and Bromley. The role covers roaming IT support, ticket ownership, and 2nd‑line assistance for complex issues, with a focus on delivering secure, reliable IT services.

You will work with Head Office and school staff, maintaining HarrisNet standards, imaging devices, and supporting on-site infrastructure while ensuring high service levels and proactive problem solving.

Qualifications

• Experience delivering IT support aligned with ITIL principles.
• Strong troubleshooting and problem-solving skills with a clear analytical approach.
• Excellent verbal and written communication, customer‑facing IT support.
• Proficiency with Microsoft 365 apps and SharePoint.
• Familiarity with Windows 11 desktops and device provisioning.

Responsibilities

• Provide high‑quality IT support and guidance for staff and students.
• Log and track all IT requests in the Service Management system.
• Own academy tickets and update staff on progress.
• Resolve tickets within SLA targets and escalate when needed.
• Imaging, deploying and maintaining Windows 11 devices and peripherals.
• Support on-site infrastructure, including servers and networking devices.

Skills

ITIL knowledge

Troubleshooting

Customer service

Microsoft 365

SharePoint

Windows 11

Tools

Service Management System

VoIP hardware

Job description

ABOUT THIS OPPORTUNITY

We are looking for an IT Technician to oversee IT support services and project-related activities across a number of our successful primaries in Croydon and Bromley.

As a roaming technician, you will provide flexible support to cover short‑term absences, vacancies, and additional demand, ensuring the continued delivery of high‑quality, ITIL-aligned IT services.

WORKING WITH US

The founder and sponsor of the Harris Federation, Lord Harris of Peckham, opened our first school in 1990. We have, over the past thirty years, implemented ideas and initiatives that have transformed the opportunities of pupils from working class and disadvantaged backgrounds. Harris academies are widely recognised as a force for social mobility. We are immensely proud of the role that our alumni are now beginning to play in the world and of what we believe our current generation of pupils will go on to achieve.

We now have over 50 schools educating more than 40,000 young people across London and Essex, and employ over 5,000 staff across our academies and head office. With the majority of our academies located in areas of high socioeconomic disadvantage, a high‑quality education is key to the futures of the pupils we serve.

As a provider of employment and education, we value the diversity of our staff and students, and all our staff are equally valued and respected. We are committed to providing a fair, equitable and mutually supportive learning and working environment for our students and staff.

Our work will impact many generations to come, and our staff come from all backgrounds and walks of life, coming together to inspire young minds. We promote an inclusive culture that embraces the valuable and enriching contribution that all of our community make. We continue to be proactive in uplifting and supporting all voices at Harris.

To discover more about our culture, ethos and what it is like to work here, visit the Why Work For Us page.

MAIN AREAS OF RESPONSIBILITY

Your responsibilities will include:

• Providing high‑quality IT support, advice and guidance in line with ITIL and HarrisNet principles for Head Office, academy staff and students
• Logging all IT support needs accurately in the Service Management system
• Retaining ownership of academy support tickets and updating staff on progress
• Resolving support tickets within SLA targets
• Re‑routing or escalating tickets to the correct team and working with third line support, Project Managers and stakeholders
• Identifying, implementing and documenting desktop workarounds in the Knowledgebase
• Identifying recurring incidents and performing root‑cause analysis
• Notifying key contacts of major incidents affecting service delivery
• Imaging, deploying and maintaining Windows 11 PCs, laptops, tablets, and Apple iMacs/iPads
• Installing, configuring and maintaining peripherals (printers, IWBs, projectors)
• Installing and testing software and updates while ensuring licence compliance
• Installing, configuring and maintaining VoIP phones
• Working with local academy Technicians and providing 2nd‑line support for complex issues
• Familiarising yourself with academy network infrastructure and documentation
• Checking and maintaining server and network infrastructure according to HarrisNET best practice
• Supporting on‑site infrastructure (physical/virtual servers, networking devices) to ensure availability and security

WHAT WE ARE LOOKING FOR

We are looking for an individual who is highly motivated, takes pride in delivering excellent technical support, and is committed to creating reliable, secure, and efficient IT environments across our academies. We are looking for someone who has a strong eye for troubleshooting, maintaining, and improving IT systems, and who can provide outstanding support to staff and students while ensuring our technology runs smoothly.

We would like to hear from you if you are:

• A confident communicator at all levels, with excellent verbal and written communication skills
• Self‑motivated, with a can‑do attitude and a strong commitment to delivering results on time and to a high quality in a fast paced, constantly changing environment
• Able to self‑manage, organise and prioritise tasks and work under pressure during troubleshooting and problem‑solving
• Flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer focussed ICT support role
• Knowledgeable about Microsoft products, including Office 365 and Office 2016, SharePoint, Apple OS and other desktop related software products
• Able to demonstrate excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving
• Able to react quickly and effectively to issues and opportunities

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

WHAT WE CAN OFFER YOU

Harris has 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.

You will also have access to a variety of benefits, support programmes and initiatives including:

• Excellent opportunities for continuous professional development and career progression
• Annual loyalty bonus
• Pension scheme (Teachers' Pension Scheme or Local Government Pension Scheme) with generous employer contribution
• 26 days' annual leave (inclusive of our Christmas Eve closure day) plus bank holidays, rising to 27 days after 2 years' service, or equivalent for staff on term time contracts
• Harris Wellbeing Cash Plan including cover for routine and specialist healthcare
• Employee Assistance Programme for free and confidential advice
• Cycle to work salary sacrifice scheme
• Wide range of shopping, leisure, and travel discounts
• 20% off at Tapi Carpets, exclusive to Harris employees
• Interest‑free ICT and season ticket loans

For most non‑teaching staff based at our Head Office in East Croydon, we also offer lifestyle friendly working arrangements including flexible start and end times, and hybrid working with two days from home and three days on site.

OUR VISION & VALUES

Our vision, from the start, has been to provide the structure and services needed for our schools to amount to more than the sum of their parts, and to free‑up our teachers and leaders to focus on one thing and one thing only: the outstanding education of all their pupils. Our young people and communities are at the heart of everything we do. Our core mission has always been to close the educational gap between young people from disadvantaged backgrounds and their peers. Our ambition is one where every child in London, no matter their background, has equal access to high quality education, giving them the same opportunities and potential to succeed.

We know there are many challenges facing our young people and the communities we serve, and that's why we need determined people like you to help us tackle those inequalities. Whilst each of our academies has their own unique cultures and values; as a whole Federation, we have four core values which are central to successfully achieving our vision: Excellence, Collaboration, Support, and Innovation. We are proud of our values because they guide us in how we work allowing us to achieve the best possible outcomes for our young people, communities, and colleagues.

IMPORTANT INFORMATION

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.

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 mutually supportive learning and working environment.

Please remember to check your junk mail folders for our email communications. You will receive a confirmation email once you submit, or save the progress, of your application. Please check your junk/spam folder and add us to your safe senders list to ensure all future email communication is received. This is important to ensure you are kept up to date on the status of your application and to avoid delays in the recruitment process.