Key Responsibilities:

• Hardware and Software Troubleshooting: Diagnose and resolve any hardware and software issues across a wider range of devices, including interactive whiteboards and other smart technologies. This includes assisting end-users with printing issues, such as printing release jobs.

• User Account Management: Assist with user login and password issues, account creation, and managing user space quota, drive access, email and security groups in a vanilla environment.

• Network Management: Assist in managing the Windows Server physical and virtual network and Wi-Fi systems. Assist in maintaining a reliable network, consisting of advanced switches and firewall technologies, including VLAN configurations and wireless SSIDS. Troubleshoot network connectivity issues for reliable access to online resources. Maintain, repair, and extend network infrastructure cabling as necessary. Assist in managing the school's MS Windows and Google Apps for Education domains.

• Server Management: Assist with the virtual and physical hardware running Windows Server and other technologies and ensure server storage is used effectively and backups are maintained.

• Helpdesk and Logging: Take phone calls and walk-ins from end-users and log tickets into the Trust IT helpdesk system, actioning through IT tickets or escalating when necessary.

• Vendor Liaison: Work with external vendors to resolve technical issues and coordinate repairs or installations, ensuring projects are completed on time and meet the standards set out during procurement phases.

• End-User Support and Training: Provide basic advice and best practices to support staff and students, promoting effective use of technology and resources online and in the learning environment. Support staff and students with the use of Google Workspace for Education and Microsoft Office.

• Audio-Visual Support: Set up, maintain, and troubleshoot audio-visual equipment.

• Asset Management: Maintain an accurate and up-to-date inventory of all the school’s ICT assets.

• Application Management: Assist in managing application installation for domain clients and Google Workspace managed devices. Maintain software licenses and maintain records as required.

• Projects: Work with Trust IT staff and vendors on IT projects and large jobs to ensure they are completed on time and to a high standard. Undertake one-off projects as defined by the Trust Strategic Network Manager.

• Documentation: Update network documentation and databases, and record any changes to school infrastructure.

• Escalation: Act as the initial line of support for staff and students' IT issues and escalation for IT colleagues, sharing knowledge and experience with other IT staff.

• Security: Help maintain the Trust’s high level of cyber and network security, including regular review of anti-virus software and OS updates across all IT systems.

• Disaster Recovery: Assist with the activation and implementation of the school's disaster and contingency plan.

Qualifications and Experience:

• Between 2 and 5 years’ experience in an IT support function. (Essential)

• Proven experience as an IT Technician or similar role, preferably within an educational setting. (Desirable)

• Strong understanding of hardware and software troubleshooting, particularly within a Google Workspace and Windows environment. (Essential)

• Evidence of willingness and motivation to develop own skills and abilities through continuing professional development.

• GCSE at level A–C in English and mathematics or equivalent. (Essential)

• Relevant IT certifications, such as CompTIA A+, Network+, or Google Workspace certifications, are a plus.

• Experience with interactive whiteboards and other smart technologies is a plus. 

Skills and Abilities:

• Ability to organise one’s own work, to prioritise tasks and keep to deadlines.

• Ability to be flexible and respond effectively to the ‘unexpected’.

• Ability to communicate and interact effectively with adults, children and young people.

• Ability to write effectively for a variety of different audiences across different platforms.

• The ability to identify training needs in a rapidly changing environment.

• The ability to assess disaster recovery policy and procedures and maintain continuity of a quality service.

Knowledge:

• An understanding of IT-specific health, safety and security issues in schools.

• An understanding of the application of IT to teaching and learning.

• Know-how to monitor the statutory IT-related responsibilities in an educational environment