Line IT Support Technician

THE WHITE HORSE FEDERATION; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A multi-academy trust in England is looking for a 1st Line IT Support Technician to provide high-quality IT support across their schools. The role requires excellent customer service skills, problem-solving abilities, and experience with Windows devices and Office 365. Candidates must hold a full UK driving licence and be able to travel to multiple sites. The position offers a supportive work environment with development opportunities and various employee benefits.

Benefits

Flexible working opportunities

Wellbeing support

Access to training and qualifications

Strong staff benefits package

Qualifications

• Strong communicator with excellent customer service skills.
• Highly organized, able to manage workload across multiple sites.
• Proactive, resourceful, and eager to learn.
• Possess a full UK driving licence and access to transport.

Responsibilities

• Act as the first point of contact for IT support queries.
• Log, triage and resolve incidents via IT Service Desk.
• Troubleshoot common issues with devices and software.
• Provide friendly support in person and via phone/email.
• Assist with equipment setup and routine ICT checks.

Skills

Excellent customer service skills

Organizational skills

Problem-solving

Experience with Windows devices

Knowledge of Office 365

Tools

IT Service Desk system

Basic network troubleshooting

Job description

Our IT Services Team is a key part of our Professional Services function, delivering comprehensive IT support to schools and central services. We are now looking for an enthusiastic 1st Line IT Support Technician to support our Melksham-based schools and help provide high-quality, frontline support across our schools.

This is a varied and rewarding role at the heart of our IT operations. As a 1st Line IT Technician, you will:

• Act as the first point of contact for IT support queries from staff and students.
• Log, triage and resolve incidents, service requests, and changes via the IT Service Desk system.
• Troubleshoot common issues with devices, accounts, networks and software-escalating to 2nd Line Support where needed.
• Provide friendly, professional support in person, over the phone, and via email.
• Assist with equipment setup and configuration, AV support, and routine ICT checks.
• Maintain accurate records, documentation and asset tracking.
• Be a visible and approachable presence within our schools, building trust and confidence in our IT service.

If you're passionate about IT, enjoy solving problems, and want to play a key role in supporting schools and students, we'd love to hear from you.

We are seeking someone who is:

• A strong communicator with excellent customer service skills.
• Highly organised, with the ability to manage workload across multiple sites.
• Proactive, resourceful and eager to learn.
• Experienced in supporting Windows devices, Office 365 and basic network troubleshooting (experience with Apple iOS, Azure, Active Directory, or VOIP systems would be an advantage).
• In possession of a full UK driving licence and access to your own transport (essential for travel between sites).

Experience in an educational environment would be beneficial but is not essential.

The White Horse Federation is a Multi-Academy Trust of 30 schools across Swindon, Wiltshire, Oxfordshire and Berkshire. We are committed to providing the very best education for our pupils and to supporting our staff with the tools and technology they need to succeed.

The White Horse Federation values uniqueness and recognises the benefit of having a diverse workforce. We value the contributions of all staff from a wide range of backgrounds and we are committed to building an inclusive workplace that reflects the diversity of the communities we serve. At The White Horse Federation, we believe that everyone should be treated with fairness and respect and share a commitment to Equality, Diversity and Inclusion at all of our schools.

We welcome applications from all backgrounds and operate a fair recruitment process, free from discrimination against protected characteristics, in line with the Equality Act 2010.

At The White Horse Federation, we value and invest in our people. As part of our team, you will benefit from:

• A structured and supportive IT department with clear progression opportunities.
• Access to training and qualifications to develop your skills.
• Friendly, collaborative colleagues who support each other.
• Flexible working opportunities.
• A strong staff benefits package.

The advantages of joining our Federation include:

• Wellbeing support, such as Employee Assistance programme, Cycle to Work Scheme, Discounts on Gym Membership, Menopause support network, and Eye Care Vouchers.
• Discounts, saving money on holidays, clothing and much more.
• Development opportunities, including access to up-to-date training on safeguarding and child protection, ongoing updates on statutory safeguarding guidance and legislation, CPD, and a supportive leadership team to help you reach your full potential.
• Pension and leave benefits, such as an Excellent Pension Scheme, employer contributions above national standards, continued service, and enhanced family-friendly policies.