Job Description

The role of First Line IT Support Technician entails high quality first response support for IT issues for staff and pupils. In this role, you would be part of a small and efficient team, working right at the core of School operations.

Duties & responsibilities

a. First line technical support
• Monitor support tickets and provide first response troubleshooting services for staff and pupils
• Act as a first line point of communication for all IT queries
• Escalate issues as appropriate
• Provide an excellent level of customer service
• Respond to issues promptly and within the timeframes set out in the IT department’s SLAs
• Arrange warranty replacements and engineer visits as required
• Any other general IT support related tasks as required
b. Provide basic Q&A support for the school Information Management System (iSAMS)
c. Help with the development and maintenance of network infrastructure as required
d. Help with the configuration, installation and deployment of IT equipment as required
e. Regular maintenance and care of all school IT equipment including desktops, laptops, mobile devices, projectors, interactive displays and printers

f. Performing hardware repairs and upgrades as required
g. Identifying and diagnosing hardware and software issues (pro-actively and re-actively) and recommending appropriate solutions
h. Maintaining an appropriate working software environment on IT client equipment
i. Delivering staff IT skills training as required
j. Creating and distributing written and video help guides as required
k. Identifying and feeding back staff skill gaps to the IT team based on first line support experiences.
l. Provide cover for other colleagues in the IT support team when required
m. Occasional out of hours event support as required by the school.

The closing date for receipt of applications is Tuesday 11 January, and interviews are likely to be held the following week.