Senior IT Support Technician

As Senior IT Support Technician, you will assist with the management, installation, maintenance, availability and security of the curriculum and administrative ICT network, including the hardware and software infrastructure. You will also assist the IT support technicians in resolving issues.

Role Purpose:

• The maintenance and provision of ICT technical support and across the wider trust.
• To support the use of ICT through maintenance of software, hardware and related equipment, and providing support to staff and pupils to ensure administration and learning outcomes are maximised.
• Assist in the delivery of training and coaching for staff to upskill and enable access to systems to maximise student learning and improve deliver whilst reducing workload for staff.
• In conjunction with the Trust Head of IT, plan and implement the school’s ICT strategy and service provision, including managing many aspects of ICT technical support.
• Focus on availability of technology of systems, security and connectivity issues.
• Manage all devices and associated infrastructure within school ensuring each child has access to a fully functioning effective learning device.

Key Responsibilities and Accountabilities:

• Through proactive checks, ensure that all Server infrastructure is up to date and in a good working order.
• Act as Senior IT Support Technician for any school within the Trust ensuring all daily tasks are completed while supporting the running of the Trust network.
• Through regular proactive checks make sure Asset systems are up to date.
• Assist the IT Support technicians with any repairs and initiate warranty repairs where necessary.
• Provide technical problem solving on hardware and software issues to staff where required.
• Ensure that ICT equipment and workstations meet the requirements of health and safety legislation.
• Create high quality instruction manuals to assist staff on the use of hardware and software.
• Lead the helpdesk and the triaging of raised IT tickets to the IT support team, updating tickets in a timely manner and acting as an escalation point.
• Install and maintain computer hardware, clients, laptops, audio/visual equipment and peripherals.
• Change passwords and manage network access as directed by the policies of the Trust and as requested by the Head of IT.
• Software installation, maintenance and upgrading in line with the school development policy.
• Including deployment of workstation images where necessary.
• To keep abreast of technological developments and encourage the use of ICT at all levels.
• Proactively check stock levels within schools to ensure an adequate inventory is maintained.
• Manage staff and student accounts and, where necessary, add new members of the school community and assist with the archiving of user materials from school leavers before removal of their user accounts.
• To be aware of all school policies relating to the role and carry out the responsibilities detailed therein.
• Support internal stakeholders with the technical elements of the academy MIS system and liaise with external stakeholders as required.
• Work with the Trust’s catering teams and other stakeholders to ensure that the cashless catering system fit for purpose.

Training and development

• Support staff inductions in relation to ICT equipment.
• Maintain appropriate levels of training in the role, keeping up to date with new initiatives and developments in ICT.
• Attend events and training as required.
• Identifying training needs and help to deliver training for staff as needed to operate ICT systems.
• Work with the Head of IT to identify training needs within the IT team and create training plans.
• Assist in mentoring IT Support technicians where required.

Data Protection

• Adhere to the Trust’s data protection policies and processes.
• Report any data breach of the Trust’s ICT acceptable use policy to the Trust’s Data Protection Lead.

We are looking for someone who:

• Has an excellent knowledge of the technology environment within education, and a proven ability to ensure our IT service facilitates a high-quality learning environment.
• Has a willingness to work towards relevant qualifications as appropriate.
• Has a willingness to undertake training in systems implemented by the Trust.
• Has experience dealing with stakeholders at all levels.
• Has experience of ICT-related problem solving.
• Can manage priorities in a pressurised environment whilst meeting agreed deadlines, timescales and targets.
• Has experience working in an education environment.
• Has experience of high-level ICT-related problem solving.
• Knowledge of leading and managing an IT helpdesk.
• Holds the ability to articulate technical ideas to non-technical people, both verbal and written, and where required in an effective non-technical way.
• Understanding of Office 365 admin centre.
• Shares our commitment to providing the best possible outcomes for young people and supporting the mission and values of the Trust.

View our full person specification, with essential and desirable experience, knowledge, skills and qualities, in the document attached.