Junior IT Technician

We are looking for a Junior IT Technician to join our IT Team to support the delivery of high-quality, customer-focused IT support across schools within the Ark IT service cluster.  You will contribute to delivering IT support within your assigned schools, ensuring that incidents and service requests are progressed and resolved efficiently in line with agreed SLAs and KPIs.

This is a development role where you will gain hands-on experience, build technical capability, and work closely with Onsite and Senior Technicians to develop your skills while contributing to a consistent and professional IT service.

All support is delivered through approved service channels. You will work closely with Ark network IT teams and senior technicians to maintain system availability, resolve technical issues, and ensure a consistent and professional IT service is delivered across all supported locations.

You will be part of Ark’s cluster-based IT support model, working from a primary base school while providing IT support across multiple schools within the cluster. You may occasionally be required to work at other sites, including outside your immediate cluster, to maintain service levels. IT services operate Monday to Friday between 07:00 and 18:00, with flexibility required to provide early or late coverage depending on the rota and service needs.

The Junior Onsite IT Technician will report into Cluster IT Manager. This role is currently will be based in South London on a permanent basis working full time.

Interviews will be arranged once suitable candidates are identified, early applications are advised.

Key Responsibilities:

• Assess, log, categorise and prioritise incidents and service requests using the ITSM system
• Manage and prioritise tickets in line with agreed SLAs and processes, retaining ownership through to resolution, including where escalation is required
• Keep users informed throughout the ticket lifecycle, ensuring all actions, updates and communications are accurately recorded in the ITSM system
• Provide onsite IT support through approved service channels, reinforcing appropriate use of the ITSM platform with school employees
• Diagnose and resolve a broad range of IT issues across end-user devices (Windows, macOS and ChromeOS), AV and classroom technologies, printers and peripherals, and wired and wireless connectivity
• Support core platforms including Microsoft 365, Active Directory and device management tools
• Work with senior technicians and Ark network teams on more complex issues where required
• Maintain accurate asset register records
• Support IT service delivery across the cluster to maintain service continuity
• Support delivery of IT projects including device rollouts, system upgrades and infrastructure changes

Key Requirements:

• Right to work in the UK
• ITIL 5 Foundation qualification or motivated to work towards one
• Understanding of IT support in a multi-user environment
• Knowledge of data protection and information security principles
• Ability to maintain confidentiality and professionalism
• Strong customer service skills with the ability to communicate effectively with non-technical users  
• Ability to manage workload across multiple sites and priorities
• Experience using an IT service management system
• Ability to diagnose and resolve IT issues independently
• Experience supporting IT systems including Windows, macOS, ChromeOS, Microsoft 365, Active Directory, Mobile Device Management, and networking fundamentals such as wireless, switching and connectivity troubleshooting
• Liaising with third party suppliers where required
• Experience working within a school or Multi-Academy Trust environment
• Experience supporting AV and classroom technologies
• Understanding of ITIL-based service management practices
• Proactive and solution-focused approach
• Ability to build effective working relationships
• Commitment to delivering high-quality customer service