Regional IT Support Technician (East Midlands)

TES FE News; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading company in the education sector is seeking a Regional IT Support Engineer to provide first-line support to schools across the East Midlands. You will be responsible for managing incidents, ensuring compliance with IT standards, and collaborating with the National IT Team. This role offers opportunities for professional growth, a supportive working environment, and a variety of benefits including a Cycle to Work Scheme and Employee Assistance Programme.

Benefits

Cycle to Work Scheme

Tech & Home Scheme

Corporate Health Cash Plan

Eye Care Support

Employee Assistance Programme

Employee Referral Bonus

High-quality CPD

Qualifications

• Experience with desktop & server support.
• Understanding of LAN, WAN, and Office 365.
• Ability to perform risk assessments and manage IT compliance.

Responsibilities

• Provide first line support to Anthem schools.
• Ensure compliance with technical design standards.
• Manage all service requests and escalate when necessary.

Skills

IT Support

Desktop Support

Network Support

Risk Assessment

Education

Relevant IT Certification

Degree in IT or related field

Job description

Job Overview

About this Role

The Regional IT Support Engineer will provide first line support to Anthem schools within the East Midlands region. They will work closely with the National IT Team and schools to ensure the IT Service is being delivered according to the Service Level Agreement. Reporting to the Service Desk Manager, the post holder will take an active role in supporting all central and local systems, ensuring compliance with the technical design standards across the estate.

Main Duties And Responsibilities

Desktop & Application Support

• To ensure that all incidents and requests are logged appropriately on the service management system
• To ensure that incidents and requests are resolved within the target resolution time and are documented within the system
• Notify school staff through the service desk of the status of any incidents and maintain regular communications until incident resolution
• Monitor progress of all incidents and requests against service level targets and respond promptly to staff requests for updates or resolution as appropriate
• Escalate any incidents to the Trust’s ICT team including 2nd and 3rd line support, project managers and other stakeholders to resolution
• To ensure any calls escalated to the National IT Team have sufficient information to allow them to resolve tickets escalated to them
• To ensure end user devices are imaged, updated, patched, secured, locked down as appropriate utilising the appropriate central system. Also, to ensure all applications are delivered automatically as well as ensuring up to date anti-virus/malware is run on all end user devices
• To ensure all devices are fit for purpose and up to date with relevant software.
  
  

Server, System & Network Support

• Where asked by the Infrastructure team, provide support for LAN, WAN, server and other centrally managed infrastructure issues within the academies
• Support the use of Office 365 and Azure tenant with the users
• Work with the wider team on IT projects as required
• Manage antivirus, software updates/patches to ensure that the network is up to date and secure
• Ensure all locally installed software or locally used cloud based systems are licensed appropriately.
  
  

Health & Safety

• Carry out risk assessments for Health and Safety for IT to ensure safety standards are met
• Follow relevant Health and Safety procedures and raise awareness among staff, pupils, and other users.
  
  

Configuration & Installation

• Ensure all compliance checks are being carried out in schools including Acceptable Use procedures and records of installed hardware and software within the software library
• Support other ICT colleagues in the installation and repair of hardware
• Ensure that new deployments and repairs are being fully tested.
  
  

Continuity, Maintenance & Security

• Ensure schools are keep up to date with their maintenance schedule; manage efficient implementation of backup, virus protection and security procedures, including Data Protection policies.
  
  

Service and Support Request Management

• Manage and resolve all requests for support where possible, and if required escalate the ticket to 2nd line in a timely manner
• Carry out all necessary and expected investigations and document these investigations in the ticket before escalating to 2nd line
• Make sure all requests for new projects or purchases are reported to the Head of IT
• Be proactive and investigate requests for support. Ensure steps are taken to find permanent solutions to problems.
  
  

Internal Support Arrangements & External Contracts

• Liaise with other Anthem ICT staff and external contractors to facilitate the resolution of service requests.
  
  

Safeguarding children and young people

• Ensure that any safeguarding software is up to date, running and student accounts are correctly configured for their use.
  
  

Documentation

• Ensure that all appropriate documentation is kept up to date and stored appropriately
• Ensure that ICT asset registers remain up to date and are checked regularly.
  
  

Benefits

Our rewards and benefits package includes:

• Cycle to Work Scheme – Save on bikes and gear through a tax-efficient scheme
• Tech & Home Scheme – Spread the cost of tech and home essentials via salary deductions
• Corporate Health Cash Plan – Reclaim the cost of routine healthcare, from dental to physio
• Eye Care Support – Support for eye tests and glasses for screen users
• Employee Assistance Programme – Free, confidential support for personal and work issues
• Employee Referral Bonus – Recommend a friend and earn a bonus Anthem Institute – High-quality CPD, networking, and leadership development from national experts
  
  

Anthem is committed to safeguarding and promoting the welfare of children and young people. We expect all staff to share this commitment and to undergo appropriate checks, including an enhanced DBS check