The role of ICT Support Technician will lead and manage all day-to-day ICT 2nd and 3rd line support activities for multiple schools as directed by the ICT Network Manager and/or ICT Schools Manager.
The Support Technician will liaise with Head Office and School staff, the ICT Service Desk and other 3rd line support teams to identify, prioritise, own and resolve all ICT support and service requests.
The ICT Support Technician will work closely with the Cognita Projects teams to assist with the seamless delivery of technology improvement projects on behalf of Cognita supported locations
Provide 2nd and 3rd line support to UK staff, schools staff and students
Carry out routine maintenance of all computer hardware and network services to maintain agreed availability.
Respond to and resolve ICT faults and requests through onsite visits and remote support tools to agreed service levels.
Install and configure approved computer hardware and licenced software, following agreed policies and procedures.
Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance.
Manage staff and student user accounts following agreed policies and procedures.
Monitor and maintain server back-ups to ensure system and user data is protected and secure.
Monitor ICT (physical and network) security and report any risks or incidents to School Head teachers, Network Manager or Schools ICT Manager
Any other reasonably requested duties
Exceptional customer service and communication skills, including written and verbal.
Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization.
Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues
Self-motivation, effective time management and the ability to work unsupervised.
Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues.
Demonstrable methodical problem solving, excellent analytical skills and creative thinking.
Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, escalate and resolve issues.
Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.
A desire to, and demonstrable experience of supporting teaching and learning
Project team member skills
Effective engagement with IT service partners and 3rd parties
A clean UK driving license.
Windows Server 2012/2016
Active Directory support
Microsoft Office 2013/2016 suites
LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.
SIMS.net and SOLUS3 support
Mobile device support including Apple, Windows, and Android tablets
AV and interactive boards and screens
Shared printing solutions
Desktop/Server Hardware support and troubleshooting
Apple device management and support
Flexible working, travel to support remote sites/offices.
Experience of working successfully from a home/remote location.
Experience of working in a Service Desk environment (2nd or 3rd line support role)
Experience of working in the education or similar sector is preferable.
ITIL preferred but not essential.
Work Planning and Scheduling
Listening and Organisation
Training, Mentoring and Delegating
Problem Identification and Solution
To comply with safeguarding policies, procedures and code of conduct
To demonstrate a personal commitment to safeguarding and student/colleague wellbeing
To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy.
To engage in safeguarding training when required
Contributory pension scheme
School fee discount
25 days holiday
Thank you and looking forward to speaking with you soon
To apply for this job please visit itjobpro.co.uk.