Senior it technician secondary roaming

Summary We are looking for a Senior IT Technician (Secondary Roaming) to oversee the provision of IT Support services and project related activities across all our sites. To cover short term absences and vacancies as a roaming technician, or as an extra pair of hands when required, thus enabling IT to maintain the provision of excellent, ITIL aligned IT Services to our customers. The role will work across the following academies: Harris Boys Academy East Dulwich Harris Girls Academy East Dulwich Harris Academy Peckham Harris Academy Beckenham Harris City Academy Crystal Palace Harris Academy Clapham Harris Clapham Sixth Form Harris Academy Battersea Harris Westminster Sixth Form Harris Academy Bermondsey About Us We are a pioneering education charity, and one of the leading multi-academy trusts in the country. We have a track record of taking on some of the most challenging schools in London, turning them into places where every young person can access a high-quality education and have opportunities to succeed. Educating 1 in 41 young people in London, we now have 52 primary and secondary academies transforming the life chances and opportunities of pupils from disadvantaged backgrounds. The Harris Federation has a track record of accomplishment in achieving success through rapid school improvement and has built an unrivalled reputation for running outstanding academies in London. Our central team comprises a dedicated, driven group of departments working centrally to provide support across the Federation and all of our academies. Across a multitude of key departments, we maintain expertise all integral to supporting central and academies in areas such as Finance, HR, Data, Estates Management, Talent and many more. Main Areas of Responsibility To provide high-quality technical IT support, advice and guidance, in accordance with ITIL and Harris principles, to Head Office staff as well to staff and students at our academies as required. To ensure that all IT Support needs are logged appropriately on the Service Management system. To retain ownership of Academy IT Support tickets and ensure staff are regularly informed of the status of their support ticket. To ensure that IT support tickets are resolved within the target resolution time as dictated by the Service Level Agreement. To re-route or escalate IT support tickets to the appropriate team as necessary and work with 3rd line support, Project Managers and other stakeholders to achieve resolution. To identify, implement and document workarounds for desktop related problems within the Knowledgebase. Identify recurring IT incidents and perform root cause analysis to identify the underlying cause. Notify the key contacts within the Federation and Academies under your care on detection of a major incident affecting the service or our ability to deliver a service Service Support Image, deploy and maintain Windows 10 based PCs, Laptops, Tablets, as well as Apple OS iMacs and iPads. To install, configure and maintain computer peripheral equipment such as multifunctional printers, Interactive whiteboards (IWB’s) and Projectors, 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 VoIP telephones. Work with Technicians where necessary and provide 2nd line support for more complicated issues as and when required. Familiarise yourself with the network infrastructure (cabling, patch panels, switches, etc.) and associated documentation at the Academies in your care. To ensure that the server and network infrastructure at the Academy is regularly checked and maintained in accordance with Harris best practice and procedures. To work with the IT Service Delivery Manager and Infrastructure team to support the on-site infrastructure elements such as physical virtual servers and networking devices to ensure the availability and security of the network, data and applications. To administer Active Directory user login accounts, Distribution and Security groups to ensure that staff receive credentials in a timely fashion and have appropriate access to the data and resources they need. Maintain communication between Federation and Academy IT Support staff, Service Managers and Academy SLT to ensure that all specific Federation and local academy requirements are met. Please download the application pack via our careers website for the full job description and person specification. Qualifications Experience A confident communicator at all levels, with excellent verbal and written communication skills. You must be self-motivated, with a can-do attitude and a strong commitment to delivering results on time and to a high quality in a fast paced, constantly changing environment. Ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving. You must be professionally presented, flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer focussed ICT support role. Good knowledge of Microsoft products, including Office 365 and SharePoint, Apple OS and other desktop related software products. Excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving. Ability to react quickly and effectively to issues and opportunities Experience Significant, recent experience in a similar, ITIL aligned, IT support role, preferably in a school or other educational environment. Current, in depth experience of supporting Windows 10 PCs, laptops and tablets. Recent experience of supporting Apple products, including iMacs and iPads, in an educational environment. Proven experience of supporting Microsoft products, including Office 365, SharePoint, and other desktop related products. Current, proven experience of Active Directory, including the administration of User accounts, Distribution and Security Groups within a Windows Server Active Directory. Proven track record in working to strict timescales and of working with staff at all levels. Experience of delivering small projects, management of scope and customer expectations. Next Steps If you have any questions about this opportunity, please send us an email, or call to arrange a conversation. Before applying, please download the Job Pack for full details on the job responsibilities and person specification. This will be helpful for you when completing your application, and throughout the recruitment process. We encourage you to apply as soon as possible as we may interview and offer to a candidate before the closing date. Please note that we only accept applications submitted before the closing date via our careers website. 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. In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan including access to a virtual GP, electric car scheme, 26 days annual leave (plus bank holidays) for staff who work across the full year, and many other benefits. We offer lifestyle friendly working arrangements including flexible start and end times, and hybrid working with 2 days from home and 3 days either with the team at our office in East Croydon or visiting one of our academies. Learn more about our benefits on our website. Safeguarding Notice The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, and where applicable, a prohibition from teaching check will be completed. Equal Opportunities The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates. We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable and mutually supportive learning and working environment. Job Reference: HF04008