It Technician

Description

Job Title: senior IT Technician

Hours: 37 hours per week, 52 weeks per year

Working Hours: Monday – Friday, 08:00 – 16:00 (occasional out-of-hours work may be required; time off in lieu will be provided)

Reports to: Plymouth Cluster Network Manager

Responsible for: Maintaining the network and support ticket resolution in the absence of the Network Manager (under direction from the ICT Operations Management)

Key Relationships: Internal and external stakeholders

Job Purpose

To support the use of ICT within the environment through the maintenance of ICT software, hardware, and related equipment. The role involves providing technical support and ensure the effective use of ICT for the envirenment

Duties and Responsibilities

Technical Support

Provide 1st, 2nd, and 3rd line technical support

Offer guidance and mentorship to other team members on 1st and 2nd line issues.

Ensure compliance with safeguarding policies for people in all aspects of ICT support.

Support the management of ICT resources and infrastructure to meet administrative needs.

Respond to helpdesk tickets from internal and external customers.

Provide on-site and remote support across multiple locations.

Assist in the planning and implementation of ICT infrastructure changes and improvements.

Offer expert advice within area of specialism and proactively identify solutions and risks.

Maintain all ICT equipment and software to ensure reliable operation.

Log, process, and escalate helpdesk requests through the ticketing system as needed.

Customer Service

Maintain a high standard of service across all ICT support functions.

Ensure tasks are completed within agreed service level agreements (SLAs) and are documented in the support knowledgebase.

Communicate clearly and professionally with all users.

Procurement

Assist in sourcing and obtaining quotations for ICT equipment and services (e.g. data cabling, AV installations).

Participate in site walk-throughs with contractors and provide infrastructure layout plans.

Support the Trust in managing procurement of ICT hardware and services.

Software Management

Install and test software, and troubleshoot issues to ensure efficiency.

Make applications available to users by configuring desktops and Start Menus.

Maintain a library of software drivers and installations.

Securely store media, licences, and installation documents.

Support the setup of servers, workstations, laptops, and mobile devices.

Create and deploy software packages.

Maintain and support the School Information Management System (SIMS), collaborating with internal teams and external vendors.

Hardware Management

Inspect and install new ICT equipment; record and security-mark inventory items.

Maintain peripherals such as printers, scanners, whiteboards, and projectors.

Conduct minor repairs to network and AV sockets.

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Maintain data cabinets and cabling infrastructure.

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Assist with moving and setting up equipment across sites.

Network Management

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Set up, maintain, and remove user and group network accounts.

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Manage email account creation and configuration.

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Support the management of the network infrastructure including routers, hubs, switches, and wireless access points.

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Assist with the management of on-site servers and cloud systems (e.g. Meraki, Endpoint, Jamf, Unifi, Aruba, Intune).

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Plan and implement server upgrades in collaboration with senior ICT staff.

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Perform routine network maintenance.

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Ensure Trust-approved antivirus software is correctly installed and updated.

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Create and maintain system images for deployment.

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Conduct regular backup checks and report issues to the Trust ICT Operations Manager.

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Evaluate and test new hardware, software, and server solutions.

Project Support

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Assist the Trust ICT Operations Managers in planning and executing ICT projects.

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Monitor the progress of ongoing projects and provide regular updates to the ICT Operations Manager

Ad ID: 5416905763