IT Technician - Central Trust Team - Borough Academy

About the role

This is an operational role, working from within Borough Academy, our newest secondary school. You will be responsible for providing day-to-day IT support at the school, whilst supporting other members of the team, including managing the day-to-day IT operations in the absence of the Senior IT technician.

You will be based at Borough Academy however, you may also be required to provide support across our Hatcham cluster schools when required.

Main duties:

•Log all support requests with relevant information on helpdesk

•Update each open call, once every day, unless it is on hold

•Resolve every call within its SLA

•Find and implement solutions to resolve issues

•Support with administration of IT systems and tools

•Basic configuration of network devices

•Technical assistance for both the Service delivery manager and Trust IT Services team

•Escalate calls that are outside of their ability within an hour

•Inform the IT Services Manager of potential issues immediately

•Record defective equipment within the helpdesk, on the day it is discovered

•Replace defective equipment with a spare if the defect will take longer than a day to resolve

•Assist with relocation hardware when required

•Oversee the work of external contractor, ensuring minimal disruption to others

•Update hardware and software inventory

•Ensure all systems, including peripheral equipment, is safe, clean, fully serviceable and complies with relevant Health & Safety regulations whenever installing, carrying out checks and attending calls

•Manage AV/IT services at events and ensure that the services meet the high expectations of the College

•Any other IT support requests that may arise

Regular checks

•All IT suites to be checked and signed off once every week, during term time

•Check stock levels in all stores and IT suites once every week, during term time

•All other classrooms to be checked and signed off once every term

System Development

•To assist with the evaluation, testing and installation of new hardware and software, following Trust procedures ensuring the security of hardware

•To create and maintain a documentation system making sure everything is accurate and kept up to date after changes are made

•To assist in the continued review and development of the IT resources with an emphasis on preventative care

•To develop a high level of liaison with administrative, curricular and support staff across the Trust. In order to maintain a clear understanding of their aims and IT needs

•To assist in the development of systems for the on-going work of the Trust, maintaining an awareness of developments in the world of software, hardware and related IT topics

•To participate in the work of the Trust development working groups

Project and Development Duties

•Identifying IT service improvements

•Supporting the successful delivery of any new projects or developments

•Working with the systems administrator and third party suppliers to obtain ‘on the job’ and handover training for any new developments or changes

•Supporting the Foundation’s systems administrator to install, support and maintain IT hardware and services

•Driving personal continued professional development, in line with the school’s CPD model and IT requirements.

Health and Safety

The primary consideration for all members of the team should be the health and safety of all users of the Trusts IT Systems, including themselves. Therefore, all members of the team are required to:

•Assist in the Trusts program of Portable Appliance Testing

•Complete or assist in completing risk assessments

•Comply with Health and Safety guidance from the Trust and the Health and Safety Executive

•A sizable amount of the Trust’s IT equipment is installed at a high level, including projectors, speakers, and wireless access point. Therefore, members of the team are required to work at height on the appropriate equipment including ladders, towers, scaffolding

•Move equipment and consumables around and between Trust sites

Security/Data

The security of the Trusts data should be the second most important consideration for all members of the team, second only to safety. This includes:

•Ensuring appropriate backups are taken

•Ensuring appropriate security software (Anti-Virus, etc) is in place

•Ensuring systems are safe from external attack, whether via the Internet or via other means

•Ensuring that media containing Trust data (Hard Disk, Memory Pen, Tape, Floppy Disk etc) is secure at all times and disposed of in a manner that ensures data cannot be retrieved

•Ensuring the Trust Data Protection Policy is followed

Professional Development

Our staff are important to us. We know that without great staff, our children will not be as successful. Therefore, professional development is key to our success. We are fortunate to have a wide range of internal and external professional opportunities, where a number of professional development programmes are co-ordinated.