Free-Work UK
IT Support Technician (IT) / Contractor
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IT Support Technician
Purpose
The role of IT Support Technician will lead and manage all day-to-day ICT 2 and 3 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 IT Service Desk and other 3 line support teams to identify, prioritise, own and resolve all IT support and service requests.
Key Responsibilities
- Provide 2 and 3 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 IT faults and requests through onsite visits and remote support tools to agreed service levels.
- Install and configure approved computer hardware and licensed 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 IT (physical and network) security and report any risks or incidents to School Head teachers, Network Manager or Schools IT Manager
- Any other reasonably requested duties
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Person Specification
- 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
- Effective engagement with IT service partners and 3rd parties
Technical Skills
- Windows Server 2012/2016/2019
- Windows 10
- Active Directory support
- Office365
- 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
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Experience
- Flexible working, travel to support multiple sites/offices.
- 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.
Key Competencies
Role Specific
- Work Planning and Scheduling
- Time Management
- Listening and Organisation
- Training, Mentoring and Delegating
- Problem Identification and Solution
- Process Improvement
Safeguarding Responsibilities
- 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
This will be a 2 to 3 months contract initially.
The position will be in North London.
Please do send your CV to us in Word format along with your daily rate and availability.
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