Junior IT Technician

Ark; Ovingdean; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

27 days annual leave plus bank

Pension scheme participation

Professional learning access

Ark Rewards program

Job summary

Ark is seeking a Junior Onsite IT Technician to join the IT Team, providing customer-focused IT support across Ark schools within the cluster. You will gain hands-on experience, work with onsite and senior technicians, and contribute to a consistent and professional IT service.

The role covers incidents, service requests, and proactive support across Windows, macOS, ChromeOS, M365, Active Directory, MDM, and classroom tech.

Qualifications

• Right to work in the UK.
• ITIL 5 Foundation qualification or motivated to work towards one.
• Understanding of IT support in a multi-user environment.
• Knowledge of data protection and information security principles.
• Ability to maintain confidentiality and professionalism.
• Strong customer service skills with non-technical users.
• Ability to manage workload across multiple sites and priorities.
• Experience using an IT service management system.
• Experience supporting IT systems including Windows, macOS, ChromeOS, Microsoft 365, Active Directory, Mobile Device Management, and networking fundamentals.

Responsibilities

• Assess, log, categorise and prioritise incidents using the ITSM system.
• Manage tickets in line with SLAs and processes, with ownership through to resolution.
• Keep users informed; record actions and updates in the ITSM system.
• Provide onsite IT support via approved service channels for school staff.
• Diagnose and resolve IT issues across devices, AV, printers, and connectivity.
• Support platforms including Microsoft 365 and Active Directory.
• Collaborate with senior technicians and Ark network teams on complex issues.
• Maintain accurate asset register records.
• Support IT service delivery across the cluster to maintain continuity.
• Support IT projects including device rollouts, upgrades and infra changes.

Skills

ITIL Foundation

IT support

Multi-site support

Customer service

MS 365

Active Directory

MDM

Networking basics

Windows

macOS

ChromeOS

AV & classroom tech

Service desk tools

Liaising with suppliers

Education

IT-related certification

Tools

ITSM system

Job description

About The Role

We are looking for a Junior IT Technician to join our IT Team to support the delivery of high-quality, customer-focused IT support across schools within the Ark IT service cluster. You will contribute to delivering IT support within your assigned schools, ensuring that incidents and service requests are progressed and resolved efficiently in line with agreed SLAs and KPIs.

This is a development role where you will gain hands-on experience, build technical capability, and work closely with Onsite and Senior Technicians to develop your skills while contributing to a consistent and professional IT service.

All support is delivered through approved service channels. You will work closely with Ark network IT teams and senior technicians to maintain system availability, resolve technical issues, and ensure a consistent and professional IT service is delivered across all supported locations.

You will be part of Ark's cluster-based IT support model, working from a primary base school while providing IT support across multiple schools within the cluster. You may occasionally be required to work at other sites, including outside your immediate cluster, to maintain service levels. IT services operate Monday to Friday between 07:00 and 18:00, with flexibility required to provide early or late coverage depending on the rota and service needs.

The Junior Onsite IT Technician will report into Cluster IT Manager. This role is currently will be based in South London on a permanent basis working full time.

Key Responsibilities

• Assess, log, categorise and prioritise incidents and service requests using the ITSM system
• Manage and prioritise tickets in line with agreed SLAs and processes, retaining ownership through to resolution, including where escalation is required
• Keep users informed throughout the ticket lifecycle, ensuring all actions, updates and communications are accurately recorded in the ITSM system
• Provide onsite IT support through approved service channels, reinforcing appropriate use of the ITSM platform with school employees
• Diagnose and resolve a broad range of IT issues across end-user devices (Windows, macOS and ChromeOS), AV and classroom technologies, printers and peripherals, and wired and wireless connectivity
• Support core platforms including Microsoft 365, Active Directory and device management tools
• Work with senior technicians and Ark network teams on more complex issues where required
• Maintain accurate asset register records
• Support IT service delivery across the cluster to maintain service continuity
• Support delivery of IT projects including device rollouts, system upgrades and infrastructure changes

Key Requirements

• Right to work in the UK
• ITIL 5 Foundation qualification or motivated to work towards one
• Understanding of IT support in a multi-user environment
• Knowledge of data protection and information security principles
• Ability to maintain confidentiality and professionalism
• Strong customer service skills with the ability to communicate effectively with non-technical users
• Ability to manage workload across multiple sites and priorities
• Experience using an IT service management system
• Ability to diagnose and resolve IT issues independently
• Experience supporting IT systems including Windows, macOS, ChromeOS, Microsoft 365, Active Directory, Mobile Device Management, and networking fundamentals such as wireless, switching and connectivity troubleshooting
• Liaising with third party suppliers where required
• Experience working within a school or Multi-Academy Trust environment
• Experience supporting AV and classroom technologies
• Understanding of ITIL-based service management practices
• Proactive and solution-focused approach
• Ability to build effective working relationships
• Commitment to delivering high-quality customer service

Benefits

• 27 days annual leave plus bank holidays, rising with each year of service up to 30 days after 3-years' service. This entitlement is pro rata for part time employees. This entitlement excludes bank holidays
• Full office closure between Christmas and New Year
• As an Ark employee, you will have the opportunity to be part of the TPT (The Pension Trust) scheme, our workplace pension scheme where we make an 11% contribution; you are not required to contribute towards this scheme unless you choose to. Depending on your role you may also be entitled to LGPS which is a defined benefit scheme where you contribute a percentage based on how much you earn (as do we) in exchange for a guaranteed amount in your pension pot every year
• Access to high-quality professional learning throughout your career, offering both face-to-face sessions and a bespoke online learning platform
• Access to Ark Rewards scheme offering savings from over 3,000 major retailers, interest-free loans available for season tickets or a bike, gym discounts offering up to 40% off your local gym and free eye tests

About Us

There are 34,000 students learning in our network of 48 schools across Birmingham, Hastings, London, Pontefract and Portsmouth. We've always believed that, with the right approach, every child has the potential to succeed. We work in the communities where we can make the biggest difference to children's lives, and all our schools are non-selective.

It works: our schools achieve great results - significantly outperforming national averages, especially when it comes to driving progress - the best measure for 'closing the gap'.

We take what we learn in our schools to develop new solutions and approaches that we can share. Over the last two decades, we have developed and incubated more than 20 projects and programmes, supporting them to scale and achieve systemic impact on the life chances of all children. Over 300,000 children currently learn using an Ark curriculum and our Ark Start nurseries are demonstrating a new model for early years education that we hope will become the norm.

Diversity and inclusion:

We aim to build a diverse and inclusive organisation where everyone – staff and students – can do their best work and achieve their full potential. We want to reflect and represent diverse perspectives across our organisation because we know that doing so will make us stronger and more effective. To know more about Ark's diversity and inclusion commitments, please click on this

Safeguarding statement:

Ark is committed to safeguarding and promoting the welfare of children and young people in its academies. In order to meet this responsibility, its academies follow a rigorous selection process to discourage and screen out unsuitable applicants.

Ark requires all employees to undertake an enhanced DBS check. You are required, before appointment, to disclose any unspent conviction, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975. Non-disclosure may lead to termination of employment. However, disclosure of a criminal background will not necessarily debar you from employment - this will depend on the nature of the offence(s) and when they occurred. To read more about Ark's safer recruitment process, please click this

For any questions, please contact [e-mail]