Mission freelance IT Support Technician

IT Support Technician

Purpose

The role of IT Support Technician will lead and manage all day-to-day ICT 2 and 3 line support activities for multiple schools as directed by the ICT Network Manager and/or ICT Schools Manager.

The Support Technician will liaise with Head Office and School staff, the IT Service Desk and other 3 line support teams to identify, prioritise, own and resolve all IT support and service requests. 

Key Responsibilities

• Provide 2 and 3 line support to UK staff, schools staff and students


• Carry out routine maintenance of all computer hardware and network services to maintain agreed availability.


• Respond to and resolve IT faults and requests through onsite visits and remote support tools to agreed service levels.


• Install and configure approved computer hardware and licensed software, following agreed policies and procedures.


• Maintain site documentation, including hardware and software inventories, to ensure accuracy of information, legal and financial compliance.


• Manage staff and student user accounts following agreed policies and procedures.


• Monitor and maintain server back-ups to ensure system and user data is protected and secure.


• Monitor IT (physical and network) security and report any risks or incidents to School Head teachers, Network Manager or Schools IT Manager


• Any other reasonably requested duties

Person Specification

• Exceptional customer service and communication skills, including written and verbal.


• Excellent interpersonal skills including communicating effectively and professionally with people at all levels of the organization.


• Effective communication skills in a technical respect with other IT professionals, and in non-technical terms with other colleagues 


• Self-motivation, effective time management and the ability to work unsupervised.


• Must be able to use initiative and work under pressure, consistently employing a customer centric approach to resolving all IT issues.


• Demonstrable methodical problem solving, excellent analytical skills and creative thinking.


• Able to demonstrate good judgement and decision-making skills in resolving issues in challenging situations, knowing when to sign post, escalate and resolve issues.


• Experience in establishing new processes and procedures as well as following those already in place and always looking for improvements.


• A desire to, and demonstrable experience of supporting teaching and learning


• Effective engagement with IT service partners and 3rd parties 

Technical Skills

• Windows Server 2012/2016/2019


• Windows 10

• Active Directory support


• Office365


• LAN & WAN technologies and protocols, including VLAN, wireless, DNS and DHCP.


• SIMS.net and SOLUS3 support


• Mobile device support including Apple, Windows, and Android tablets


• AV and interactive boards and screens


• Shared printing solutions


• Desktop/Server Hardware support and troubleshooting


• Apple device management and support

Experience

• Flexible working, travel to support multiple sites/offices.


• Experience of working in a Service Desk environment (2nd or 3rd line support role)


• Experience of working in the education or similar sector is preferable.


• ITIL preferred but not essential.
  

  Key Competencies

  
  

  Role Specific

  
  

• Work Planning and Scheduling


• Time Management


• Listening and Organisation


• Training, Mentoring and Delegating


• Problem Identification and Solution


• Process Improvement
  

   

  
  

  Safeguarding Responsibilities

  
  
  
  
  • To comply with safeguarding policies, procedures and code of conduct
  
  
  • To demonstrate a personal commitment to safeguarding and student/colleague wellbeing
  
  
  • To ensure that any safeguarding concerns or incidents are reported appropriately in line with policy.
  
  
  • To engage in safeguarding training when required
  
  
  
  

This will be a 2 to 3 months contract initially.

The position will be in North London.

Please do send your CV to us in Word format along with your daily rate and availability.