School Technician

Job Title: IT Technician (Schools Support)

If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.

We are looking for a dedicated IT Technician to join our team and provide valuable technical support to schools in our area. In this role, you will be responsible for maintaining and troubleshooting IT infrastructure, ensuring efficient delivery of IT services, and supporting both hardware and software systems. Your primary focus will be to respond to service requests, resolve technical issues, and offer professional customer service to schools and educational institutions.

Key Responsibilities:

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Regularly attend school and educational sites to complete customer service requests.

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Provide second-line technical support for system software, including operating systems, data management products, office software, and utility software.

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Strive to meet and exceed Service Level Agreement (SLA) performance targets.

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Provide specialist technical support in areas such as networks, servers, data integration, security controls, and web solutions.

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Offer remote or on-site technical support, ensuring the integrity of changes and the protection of customer data.

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Build and maintain positive relationships with school staff, including headteachers, ICT coordinators, and other school leaders.

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Ensure all change control documentation is maintained and up to date.

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Take ownership of service incidents and follow through to resolution, escalating to third-line support when necessary.

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Occasionally assist with first-line support, user account administration, Active Directory support, software usage, compliance with software licences, procurement of ICT products and services, and data recovery.

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Provide statistical reports and relevant information for performance tracking and management.

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Stay up-to-date with evolving technical knowledge and best practices.

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Follow defined procedures to identify, register, and categorise incidents and service requests.

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Conduct first-line investigations, diagnose issues, and allocate unresolved incidents to the appropriate teams.

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Maintain accurate records of hardware/software items installed, changed, or removed in the configuration management system.

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Contribute to the creation of support documentation and user guides.

Key Skills and Experience:

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A BSc in a relevant discipline, or equivalent industry experience.

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Previous experience in schools-based IT support is desirable.

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Strong understanding of IT/IS infrastructure, operating systems, and service processes.

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Proficient in using incident management tools to track and resolve issues.

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Knowledge of Service Level Agreements (SLAs) and the relationship between SLAs, Operational Level Agreements (OLAs), and contracts.

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Familiarity with risk management methods, business impact analysis, and IT service continuity planning.

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Awareness of industry standards, regulations, compliance, and best practices.

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Strong customer service skills with the ability to manage relationships effectively.

Working Environment:

This role will be carried out in an agile working environment, with flexibility to work remotely or on-site, depending on the needs of the schools and the team.

Personal Characteristics:

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Strong communication and interpersonal skills.

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A proactive approach to problem-solving.

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Ability to work independently and as part of a team.

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Enthusiasm for continuous learning and professional development.

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Strong organisational and time management skills.

If you are passionate about IT support and want to make a difference in the education sector, we’d love to hear from you. Apply now to become part of a forward-thinking team dedicated to delivering high-quality IT services