IT Support Technician

Purpose of the post: To provide first line technical support to staff and students across schools within contract with EduNet ICT.

To act as a first line of communication with school staff via telephone and email to collect information to assist in the investigation and resolution of any and all ICT issues. You will also visit customer sites around Dagenham and surrounding areas on a weekly basis to resolve on-site issues and pro-actively maintain hardware, logging any issues on the ICT Helpdesk. You will be expected to use initiative to investigate and seek to resolve ICT issues, prioritising according to the customer’s SLA and asking for help when required. Such issues may involve any one of the following: Computers, Printers, AV, Apple/Android devices, Managed WiFi, Microsoft 365, Google Classroom and VoIP telephony.

Core Duties

· Provide “day to day” technical support to staff and students in the use of their IT facilities.

· Utilise the ICT Helpdesk to effectively manage support calls and communicate with school staff to investigate and resolve issues.

· Prioritising issues according to severity and complying with the school’s SLA, escalating calls and asking for assistance as required.

· Assisting with the updating and maintenance of servers and network hardware.

· Creation of new user accounts across various services and systems including Active Directory, Microsoft 365 and Google Classroom, as well as supporting existing users with password resets etc.

· Visiting customer sites on a weekly basis to resolve issues logged on the ICT Helpdesk, ensuring to the best of your ability that all school’s ICT facilities are operational and available for use.

· Deployment of new hardware and software.

· Identify damaged equipment and report appropriately.

· Undertake general maintenance of ICT equipment so that any issues are identified and resolved.

· Check and ensure that all ICT equipment and/or related cables and trunking do not pose a Health & Safety risk to staff and students e.g. exposed, damaged cables, broken devices and open cabinets.

· Assist the school in keeping their Asset Register up to date by recording devices that are due to be disposed of and passing on to the relevant member of school staff.

· Carry out all tasks in compliance with Health & Safety procedures.

· Good general education up to at least GCSE Grade C/4 or equivalent in Maths and English

· Experience and/or training in the management of Windows Server and desktop operating systems

· Experience working and communicating with customers in a professional manner

· Excellent verbal and written communication skills

· Have a strong passion for ICT

· Ability to work alone and as part of a team to complete tasks

· Good self-management skills, including the ability to plan one’s time effectively

· Enjoy working in new and challenging situations

· Commitment to updating professional skills

· Access to own vehicle for business use

Desirable qualities and skills

· Undertaken qualifications/training relevant to the post

· Experience working in an educational environment

· Experience working with ICT Helpdesk software

· Experience working with and assisting non-technical end users

Job Type: Full-time

Pay: From £30,000.00 per year

Ability to commute/relocate:

• Dagenham, Greater London: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Technical support: 1 year (required)

Licence/Certification:

• Driving Licence (required)