IT Technician

About Us

The founder and sponsor of the Harris Federation, Lord Harris of Peckham, opened our first school in 1990. We have, over the past thirty years, implemented ideas and initiatives that have transformed the opportunities of pupils from working class and disadvantaged backgrounds. Harris academies are widely recognised as a force for social mobility. We are immensely proud of the role that our alumni are now beginning to play in the world and of what we believe our current generation of pupils will go on to achieve.

We now have over 50 schools educating more than 40,000 young people across London and Essex, and employ over 5,000 staff across our academies and head office. With the majority of our academies located in areas of high socioeconomic disadvantage, a high-quality education is key to the futures of the pupils we serve.

As a provider of employment and education, we value the diversity of our staff and students, and all our staff are equally valued and respected. We are committed to providing a fair, equitable and mutually supportive learning and working environment for our students and staff.

Our work will impact many generations to come, and our staff come from all backgrounds and walks of life, coming together to inspire young minds. We promote an inclusive culture that embraces the valuable and enriching contribution that all of our community make. We continue to be proactive in uplifting and supporting all voices at Harris.

Main Areas of Responsibility

Your responsibilities will include:

• Providing high-quality technical IT support, advice and guidance
• Ensuring that all IT support needs are logged appropriately
• Retaining ownership of support tickets and keeping staff updated on their status
• Ensuring that IT support tickets are resolved within the target resolution time
• Rerouting or escalating IT support tickets where necessary
• Identifying, implementing and documenting workarounds for desktop related problems within the Knowledgebase
• Identifying recurring IT incidents and performing root cause analysis
• Notifying key contacts on detection of a major incident
• Imaging, deploying and maintaining Windows 10 based PCs, laptops and tablets, as well as Apple OS iMacs and iPads
• Installing, configuring and maintaining computer peripheral equipment
• Installing and testing new software and software updates/upgrades
• Installing, configuring and maintaining VoIP telephones
• Working with local academy Technicians where necessary and provide 2nd line support for more complicated issues as and when required
• Familiarising yourself with the network infrastructure (cabling, patch panels, switches, etc.) and associated documentation at the Academies in your care
• Ensuring that the server and network infrastructure at the Academy is regularly checked and maintained in accordance with HarrisNET best practice and procedures
• Working with the IT Service Manager and Infrastructure team to support on-site infrastructure elements
• Administering Active Directory user login accounts, Distribution and Security groups
• Maintaining communication between Federation and Academy IT Support staff, Service Managers and Academy SLT to ensure that all specific Federation and local academy requirements are met

Qualifications & Experience

We would like to hear from you if you have:

• Excellent verbal and written communication skills
• Self motivation and a can-do attitude
• The ability to self-manage, organise, and prioritise tasks and work under pressure
• The capability to handle the various pressures and demands associated with this highly customer focused ICT support role
• Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint, Apple OS and other desktop related software products
• Excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving
• The ability to react quickly and effectively to issues and opportunities
• Significant, recent experience in a similar, ITIL aligned, IT support role, preferably in a school or other educational environment
• Current, in depth experience of supporting Windows 10 PCs, laptops and tablets
• Recent experience of supporting Apple products, including iMacs and iPads, in an educational environment
• Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products
• Current, proven experience of Active Directory, including the administration of User accounts, Distribution and Security Groups within a Windows Server Active Directory
• Proven track record in working to strict timescales and of working with staff at all levels
• Experience of delivering small projects, management of scope and customer expectations