RQ1504423 – School Technician

Carrington Blake Recruitment; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Schools Technician to enhance IT support in Camden Schools. This role focuses on providing exceptional technical assistance, managing customer relationships, and ensuring the integrity of IT services. You will be responsible for troubleshooting issues, maintaining system software, and supporting a diverse range of technical needs. If you have a passion for technology and a commitment to excellent customer service, this opportunity offers a chance to make a significant impact in the educational sector. Join a team that values innovation and strives for excellence in IT support.

Qualifications

• Strong technical support skills with a focus on customer service.
• Experience in managing and resolving IT incidents effectively.

Responsibilities

• Provide technical support and maintenance for IT systems in schools.
• Manage customer relationships and ensure service level agreements are met.

Skills

Technical Support

Customer Service

Problem Resolution

Active Directory

Network Management

Education

Relevant IT Qualification

Tools

Operating Systems

Data Management Products

Office Automation Products

Job description

• 36 hours, 8:30am – 16:30pm
• £26.04 per hour

Role purpose

The role of the Schools Technician (SDE Post) Level 3, Zone 1) is to support the provision of IT infrastructure in Camden Schools, respond to customer requests, problem resolution and service request operation that meets the needs of the Schools IT Support Service customer base and the wider Council; having a strong customer service ethos.

Example outcomes or objectives that this role will deliver

• Routinely attend school and council sites for the purpose of completing customer requests.
• Provide technical support (also known as second line support) in the installation and maintenance of system software such as operating systems, data management products, office automation products, and other utility software.
• Strive to meet and exceed SLA performance targets.
• Assist in the provision of more technical support involving specialist areas such as networks, servers, information integration, information security controls, and web solutions.
• Provide technical services remotely or on customer site ensuring the integrity of changes and the protection of customer data.
• Manage customer relationships, liaising with Head Teachers, Heads of traded services, and ICT coordinators.
• Maintain change control documentation.
• Take ownership of service incidents until resolved, escalating where necessary to third-line support staff and suppliers.
• Occasionally assist in the provision of first-line support, user account administration, Active Directory support, the use of software, compliance of software licenses, the procurement of ICT products and services, and data recovery.
• Provide statistics and associated information for performance reports and management information.
• Keep up-to-date with changing technical knowledge.
• Following agreed procedures, identify, register, and categorize incidents.
• Respond to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provide first line investigation and diagnosis and promptly allocate unresolved incidents and problems as appropriate.
• Maintain the configuration management system, documenting details of all hardware/software items that have been installed, removed, or changed so that configuration management records are fully updated and accurate.
• Contribute to the creation of support documentation.