Senior IT Technician

Main Areas of Responsibility

Your responsibilities will include:

• Providing high-quality technical IT support, advice and guidance to staff and students
• Ensuring that all IT Support needs are logged appropriately
• Retaining ownership of Academy IT Support tickets and ensure staff are regularly updating on their status
• Ensuring that IT support tickets are resolved within the target resolution time
• Rerouting and escalating support tickets as appropriate
• Identifying, implementing and documenting workarounds for desktop related problems
• Identifying recurring IT incidents and performing root cause analysis
• Notifying key contacts on detection of a major incident affecting the service or our ability to deliver a service

Skills

We would like to hear from you if you have:

• Excellent verbal and written communication skills, with the confidence to communicate well at all levels
• Sel motivation, a can-do attitude and a strong commitment to delivering results on time and to a high quality
• The ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving.
• Flexibility, adaptability and the capability to handle 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
• The ability to react quickly and effectively to issues and opportunities
• 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
• Experience of delivering small projects, management of scope and customer expectations

For full job description and person specification, please download the job pack.

Benefits

If you would like to discuss the opportunity further, or if you have any questions, please contact us via email to arrange a conversation.

Before applying please ensure you download the job pack from our careers website, this will help with completing your application. Please note that we only accept applications submitted online before the closing date.

When applying, you will have the option to import your CV or use a LinkedIn profile which will auto populate the online application.

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