ICT Technician Full Time

Beulah, Cardiganshire
HARRIS ACADEMY SOUTH NORWOOD
Are you an IT professional looking to provide support in a thriving academy? We are currently looking to appoint an ICT Technician to provide an outstanding IT support service to the staff, students and trainee teachers at Harris Academy South Norwood.
About Us
If you are looking for a school with clear and effective behaviour policies and systems, a visible and supportive leadership team, useful but not onerous CPD, and frequent opportunities for promotion, then we could be the school for you. Our students behave well, and so they achieve well. This is a product of our excellent behaviour systems. We have 6 non-teaching Heads of Year who support behaviour and welfare and run a fully centralised detention system. Exemplary behaviour can only be achieved through a highly visible Senior Leadership team, and they are constantly touring the Academy. CPD is bespoke, first and foremost in the subject and grounded in tried and tested methods of effective teaching such as modelling, questioning, literacy, practice and consolidation. We don’t engage with the latest fads. We believe the best approach to workload and wellbeing is to run a highly effective school with gives people purpose and avoids unnecessary work. Our sizeable department teams mean that despite our excellent retention rates, opportunities for promotion are frequent and exciting. I really hope that you’ll be joining our team
Harris Academy South Norwood is an extremely popular 11-19 academy that has been judged Outstanding by OFSTED since 2010. We deliver a broad and challenging curriculum to all our students in a calm and well-ordered environment. We have high expectations of all members of the school community. This is reflected in our consistently high student performance at GCSE, progression to post 16 study at our sixth form and then on to some of the best universities in the country. Last year 188 of our year 11 students chose to remain with us for the sixth form.
Boasting one of the most unique school buildings in the country, the Clocktower campus perfectly blends classic British architecture with modern contemporary design. With our main building built newly in 2007 HASN is a modern Academy that boasts open plan corridors and skylight panels across the main building. The classic Stanley building dating back to 1907 provides a charm and a history that compliments the new stylings of the main building and provides a reminder of the scholarly traditional values that a Harris Academy South Norwood education is built upon.
We are very fortunate to have excellent transport links to central London (some trains get to London Bridge in 11 minutes) and just four minutes on the train from East Croydon. The Clocktower campus is a six-minute walk from Norwood Junction train station.
Main Areas of Responsibility
Incident, Request and Problem Management

• To provide high-quality technical support, advice and guidance to the staff, students and trainee teachers at both locations.
• To ensure that all incidents and service requests are logged appropriately on the Service Management system.
• To retain ownership of all incident and service request tickets and ensure staff are regularly informed of the status of their support ticket.
• To re-route or escalate support tickets to the appropriate team as necessary and work with the IT Service Managers, 3rd line support, Project Managers and other stakeholders to achieve resolution.
• To identify, implement and document Known Issues and workarounds for desktop related issues within the Knowledge Base.
• To ensure that Academy incidents and service requests are resolved within the target resolution time and that the solutions are documented within the system.

Service Support

• To image, deploy and maintain Windows 10 based PCs, Laptops and tablets, as well as Apple OS iMacs and iPads.
• To install, configure and maintain computer peripheral equipment such as multi-functional printers and Interactive whiteboards, ensuring that this hardware is regularly tested and ready for use when required.
• To install and test new software and software updates / upgrades, ensuring compliance with software licensing regulations at all times.
• To install, configure and maintain the VoIP telephones
• To familiarise yourself with the network infrastructure (Server room, cabling, patch panels, routers, switches) and associated documentation at the Academy.
• To ensure that the server and network infrastructure at both locations are regularly checked and maintained in accordance with HarrisNET best practice and procedures.
• To work with the IT Service Manager and Infrastructure team to support the on-site infrastructure elements such as physical & virtual servers, UPS’s and other networked devices to ensure the availability and security of the network, data and applications.
• To administer Active Directory user login accounts, ensuring that new staff, students and trainee teachers receive credentials in a timely fashion.
• To manage Active Directory Distribution and Security groups within the Academy to ensure that staff, students and trainee teachers have appropriate access to the data and resources they need.
• With the assistance of the Federation IT Service Manager, ensure that all Academy systems documentation is maintained and updated as required.

Service Management

• Deliver the IT support service in accordance with ITIL and HarrisNET principles.
• Liaise with the relevant SLT and Federation IT Service Managers to ensure that all specific local and Federation requirements are met.
• Update and maintain the IT assets in both locations as listed in the CMDB.

Other Duties

• Act as a project team member on projects run by other members of the Federation ICT team.
• Document and submit relevant Knowledge base articles as and when necessary.
• Ensure that support is carried out according to the Standard Operating Procedure (SOP) documentation.
• Liaise with vendors, partners and service providers as appropriate.
• Keep abreast of new developments in technology.
• Such other duties as may be reasonably considered to be within the grade and remit of the post.

Qualifications, Skills & Knowledge

• Good verbal and written communication skills. Confident in communicating with staff at all levels. You must be self-motivated, with a can do attitude and a strong commitment to team-work and customer service.
• Ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving.
• A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast paced, constantly changing environment.
• You must be flexible, adaptable and capable of handling the various pressures and demands associated with this demanding and customer focussed ICT support role.
• Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products.
• Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving. Ability to react quickly and effectively to issues and opportunities.

Experience

• A minimum of two years’ experience of carrying out a similar, client facing role in either the primary or secondary education sector.
• Recent experience of working in an on-site IT based, Customer Service environment.
• Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products.
• Proven experience of managing Active Directory user accounts including the administration of Distribution and Security Groups within a Windows Server 2012 Active Directory.
• Recent experience of supporting Apple products, specifically iMacs and iPads in an educational or corporate environment.
• Recent experience of supporting Windows 10 PCs, laptops and tablets.

Next Steps
If you have any questions about this opportunity, please contact us via e-mail, or call to arrange a conversation.
Before applying, please download the Job Pack for full details on the job responsibilities and person specification. You will need this when completing your application.
Please note: we may hold interviews as and when applications are received and we reserve the right to offer to a candidate prior to the closing date. We only accept applications submitted online via our careers website and which are completed before the closing deadline. With this in mind, we encourage you to apply as soon as possible and advise you check the job information as per the listing on our careers site.
Professional Development & Benefits
Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level to senior leadership.
We look for talented individuals who share our vision for creating exceptional places of learning, and are committed to ensuring that every child in London has access to the best possible education.
In addition to the opportunities for career progression, training and development, we also offer a competitive rewards and benefits package which includes our Harris Allowance, a Performance and Loyalty Bonus, Pension Scheme….. click apply for full job details