Rossie Young People's Trust
IT Technician
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Salary: £28,711 - £33,289 (SCP 18 - SCP 25)
Hours: 37 per week, Monday to Friday
Role Overview
In support of the Executive Business and Facilities Manager, maintain and develop Rossie's critical systems to ensure they operate constantly and efficiently. Maintenance of internal technology inclusive of ICT infrastructure and data integrity.
Job Description
Technical Support
- Act as a point of contact for internal organisational enquiries and ensure identification and resolution of any ICT related queries;
- In consultation with the IT Manager, ensure that organisational ICT hardware is maintained and replaced as required;
- Escalate any necessary queries to third party support (external) if required ensuring timely follow up to all enquiries;
- In the absence of the IT Manager, make contact with contractors or external suppliers and clearly communicate technical issues and Rossie standards;
- In consultation with IT Manager, liaise with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand.
Project Management
- In consultation with the IT Manager, participate in organisational project management tasks as required:
- Research, install and configure systems to support other business processes and ensure organisational effectiveness including any follow up as required;
- Throughout the organisation, ensure that there is a systematic approach to upgrade systems and processes;
- Ensure adequate maintenance of inventory records for ICT equipment;
- Identify, plan and, where appropriate, consult on areas of Rossie systems and operations which need attention/development.
Representative Role
- Represent the IT service in site meetings/conference calls:
- Where required, provide technical and specialist information to external vendors in relation to the organisational ICT infrastructure.
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Documentation and Training
- Produce reports, user guides, and documentation as required:
- Produce documentation on system processes and workflow as part of information sharing;
- Contribute to the training and development of Rossie’s staff in order to support service objectives.
On-Call Support
- Contribute to IT systems on call schedule:
- Availability for out of hours support for ICT as directed by the Duty Manager and IT Manager (when there are problems).
Installation and Configuration
- In consultation with the IT Manager, ensure effective installation and configuration of Software and Hardware:
- Where required, ensure that ICT hardware is fit for purpose and business compliant.
Server Management
- Contribute to the management of ICT servers:
- Creation of user accounts for staff, including email;
- Create and manage data back-ups for disaster recovery purposes;
- Manage security permissions ensuring confidentiality of organisational information;
- Effective monitoring of data server performance to identify potential issues and resolution.
Physical Work
Please note: The IT Technician undertakes physical work e.g. working in confined spaces (possibly under the 48 inch crawl space); lifting up to 40 kg; site cleanliness and systems maintenance work; accessing elevated spaces (working at height).
Note
Please note this job description is to provide a clear and concise statement of the main tasks and activities of the post, and it is not intended as an exhaustive list of every aspect of the postholder's duties. All the above duties will be carried out in line with Rossie policies and procedures.
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Person Specification
Qualifications (Essential)
- General secondary education, with demonstrated strength in IT related subjects.
- Proven ability to learn and apply new technology.
Qualifications (Desirable)
- IT / ICT studied for/ as part of a further education qualification.
- Vendor certification of the following would be preferred: MS Windows System Support, LAN and Wireless technologies.
Experience (Essential)
- Knowledge of Networking - LAN and Wireless, protocols, managed switches, copper and fibre links, etc.
- MS Windows System Support.
- Experience and/or knowledge of MS Office 365
Experience (Desirable)
- Desirable experience of working in a customer-facing technical support role, which requires solid technical aptitude, good written and oral communication skills, and the ability to deal effectively with people at all levels and in different situations.
- Implementing projects and technical task execution.
Skills (Essential)
- Strong analytical skills with proven problem solving ability.
- Proven ability to operate in high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
- Ability to develop clear and concise documentation.
- Demonstrate willingness to learn and apply new technologies and systems.
Qualities (Essential)
- Effective communication skills, able to interact in a pleasant manner with staff at all levels.
- Full Driving Licence (Manual).
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