IT Technician - 5418

• Assist with first and second-line support when required, ensuring that urgent issues are addressed quickly and effectively
• Provide on-site and remote support to users, helping them resolve both simple and advanced technical issues related to IT systems, devices, and applications
• Escalate complex or unresolved challenges to senior members of the department or third-party vendors, following a structured troubleshooting approach
• Ensure that service levels are maintained by responding to and resolving issues in line with established helpdesk procedures and priorities
• Conduct proactive reviews, identifying and logging potential issues before they escalate. This includes regular on-site checks of equipment across all Trust locations
• Conduct user training sessions when necessary to help users become more self-sufficient in resolving basic IT issues
• Maintain the department's asset inventory, ensuring all IT equipment is logged, tracked, and maintained in accordance with the Trust's asset management policies
• Create and maintain accurate documentation, including user guides and service manuals
• Support the IT Service Manager in identifying and implementing improvements to IT services and client devices across the Trust
• Assist with the coordination and administration of IT project and liaising with suppliers and on-site engineers
• Identify and flag potential IT development or project requirements based on incoming service requests, ensuring that the IT Systems Manager and IT Service Manager are informed
• Assist the IT Systems Team with the installation, support, and maintenance of IT hardware and systems, ensuring smooth handovers and training as necessary
• Provide out-of-hours support for scheduled maintenance and emergency scenarios when required

• A commitment to the paramount importance of safeguarding and wellbeing of pupils
• Proven experience providing first and second-line technical support in a fast-paced environment
• Experience supporting Windows and macOS operating systems, as well as a wide range of applications and IT systems
• Strong background in troubleshooting and resolving hardware, software, and network-related issues
• An understanding of Active Directory management
• Proficient in diagnosing and resolving hardware issues, including PCs, laptops, printers, and mobile devices

You must be eligible to have an enhanced DBS check for this role.