Career Level Manager
Exciting new opportunity is available for an experienced IT Technician to join a well-established organizatinon. The main purpose of the role will be to provide 1st Line Support to a Secondary School in East Oxford.
This role will work closely with the Network Manager and the school to ensure the IT Service is being delivered according to the Service Level Agreement and will take an active role in supporting all central and local systems.
Desktop & Application Support:
Ensure that all incidents and requests are logged appropriately and resolved within the target resolution time.
Notify school staff through the service desk of the status of any incidents and maintain regular communications.
Monitor progress of all incidents and requests and respond promptly to customer requests.
Escalate any incidents to the Network Manager as necessary and work with the Trust’s ICT team including 2nd and 3rd line support, project managers and other stakeholders to resolution.
Ensure end user devices are imaged, updated, patched, secured, locked down as appropriate utilising the appropriate central system.
Ensure all devices are fit for purpose and up to date with relevant software
Server, System & Network Support:
Where asked by the Infrastructure team, provide support for LAN, WAN, server and other centrally managed infrastructure issues within the Academies.
Support the use of Office 365 and Azure tenant with the users
Work with the wider team on IT projects as required
Manage Antivirus, software updates/patches to ensure that the network is up to date and secure
Ensure all locally installed software or locally used cloud based systems are licensed appropriately
Configuration & Installation:
Ensure all compliance checks are being carried out in schools
Support other ICT colleagues in the installation and repair of hardware
Ensure that new deployments and repairs are being fully tested
Continuity, Maintenance & Security:
Ensure schools keep up to date with their maintenance schedule; manage efficient implementation of backup, virus protection and security procedures, including data protection policies.
Service and Support Request Management:
Manage and resolve all requests for support where possible, and if required escalate the ticket to 2nd line in a timely manner.
Carry out all necessary and expected investigations and document these investigations in the ticket before escalating to 2nd line.
Make sure all requests for new projects or purchases are reported to the Head of IT
Be proactive and investigate requests for support.
Strong knowledge of Windows 10
Practical experience of supporting networks and Wi-Fi systems
Strong evidence of working in an on-premise and cloud hybrid environment utilising MS and Google
Evidence of being a good communicator
Excellent approach to customer service
Broad range of technical skills
Excellent documentation skills
Excellent knowledge or experience of using a service management tool, producing reports and working with senior stakeholders.
Understanding of Microsoft 365, Azure, Intune,
Understanding of the basics around networking technologies including switching, firewalls, wireless and WANs.
Thorough understanding of relevant IT hardware
ITIL service desk and support experience
Knowledge of best practice with regard to IT Service Management
Knowledge of a range of school software packages (desirable)
Successful candidate will undergo appropriate checks, including an enhanced DBS check.
Full Time (37Hours per week)
£27,344 – £29,439