IT Technician - Beckenham, United Kingdom - Harris Federation

Harris Federation

Verified Company

Beckenham, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you an IT professional looking to provide support in a thriving academy? We are currently looking to appoint an ICT Technician to provide an outstanding IT support service to the staff, students and trainee teachers at Harris Academy Purley.

About Us

Main Areas of Responsibility
Incident, Request and Problem Management

To provide highquality technical support, advice and guidance to the staff, students and trainee teachers at both locations.
To ensure that all incidents and service requests are logged appropriately on the Service Management system.
To retain ownership of all incident and service request tickets and ensure staff are regularly informed of the status of their support ticket.
To reroute or escalate support tickets to the appropriate team as necessary and work with the IT Service Managers, 3rd line support, Project Managers and other stakeholders to achieve resolution.
To identify, implement and document Known Issues and workarounds for desktop related issues within the Knowledge Base.
To ensure that Academy incidents and service requests are resolved within the target resolution time and that the solutions are documented within the system.

Service Support

To image, deploy and maintain Windows 10 based PCs, Laptops and tablets, as well as Apple OS iMacs and iPads.
To install, configure and maintain computer peripheral equipment such as multifunctional printers and Interactive whiteboards, ensuring that this hardware is regularly tested and ready for use when required.
To install and test new software and software updates / upgrades, ensuring compliance with software licensing regulations at all times.
To install, configure and maintain the VoIP telephones
To familiarise yourself with the network infrastructure (Server room, cabling, patch panels, routers, switches) and associated documentation at the Academy.
To ensure that the server and network infrastructure at both locations are regularly checked and maintained in accordance with HarrisNET best practice and procedures.
To administer Active Directory user login accounts, ensuring that new staff, students and trainee teachers receive credentials in a timely fashion.
To manage Active Directory Distribution and Security groups within the Academy to ensure that staff, students and trainee teachers have appropriate access to the data and resources they need.
With the assistance of the Federation IT Service Manager, ensure that all Academy systems documentation is maintained and updated as required.

Service Management

Deliver the IT support service in accordance with ITIL and HarrisNET principles.
Liaise with the relevant SLT and Federation IT Service Managers to ensure that all specific local and Federation requirements are met.
Update and maintain the IT assets in both locations as listed in the CMDB.

Qualifications & Experience

Good verbal and written communication skills. Confident in communicating with staff at all levels. You must be selfmotivated, with a can do attitude and a strong commitment to teamwork and customer service.
Ability to selfmanage, organise, and prioritise tasks and work under pressure during troubleshooting and problemsolving.
A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast paced, constantly changing environment.
You must be flexible, adaptable and capable of handling the various pressures and demands associated with this demanding and customer focussed ICT support role.
Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products.
Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving. Ability to react quickly and effectively to issues and opportunities.
A minimum of two years' experience of carrying out a similar, client facing role in either the primary or secondary education sector.
Recent experience of working in an onsite IT based, Customer Service environment.
Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products.
Proven experience of managing Active Directory user accounts including the administration of Distribution and Security Groups within a Windows Server 2012 Active Directory.
Recent experience of supporting Apple products, specifically iMacs and iPads in an educational or corporate environment.
Recent experience of supporting Windows 10 PCs, laptops and tablets.

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