Project /Programme Professioanl

School Technician IT
Camden
Contract
£20 per hour PAYE

Our client is looking for an experienced School Technician IT. The role of the Schools Technician (SDE Post) Level 3, Zone 1) is to support the provision of IT infrastructure in Camden Schools, respond to customer requests, problem resolution and service request operation that meets the needs of the Schools IT Support Service customer base and the wider Council; having a strong customer service ethos.

Responsibilities:

1. Routinely attend school and council sites for the purpose of completing customer requests.
2. Provide technical support (also known as second line support) in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.
3. Strive to meet and exceed SLA performance targets.
4. Assist in the provision of more technical support involving specialist areas such as networks, servers, information integration, information security controls and web solutions.
5. Provide technical services remotely or on customer site ensuring the integrity of changes and the protection of customer data.
6. Manage customer relationships, liaising with Head Teachers, Heads of traded services, and ICT coordinators.
7. Maintain change control documentation.
8. Take ownership of service incidents until resolved escalating where necessary to third-line support staff and suppliers.
9. Assist occasionally in the provision of first-line support, user account administration, Active Directory support, the use of software, compliance of software licenses, the procurement of ICT products and services & data recovery.
10. Provide statistics and associated information for performance reports and management information.
11. Keep up-to-date with changing technical knowledge.
12. Identify, register and categorise incidents following agreed procedures.
13. Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
14. Provide first line investigation and diagnosis and promptly allocate unresolved incidents and problems as appropriate.
15. Maintain the configuration management system, documenting details of all hardware/software items that have been installed, removed or changed so that configuration management records are fully updated and accurate.
16. Contribute to the creation of support documentation.

Technical Knowledge and Experience:

1. BSc in relevant discipline, or equivalent industry experience.
2. Schools based IT support experience is desirable.
3. Proficient in understanding the IT/ IS infrastructure, operating systems, configurations and the IT applications and service processes used within the organisation.
4. Familiar with the use and application of incident management tools.
5. Aware of the purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA and an underpinning contract for the supply of services.
6. Aware of methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the serious disruption of IT services.
7. Aware of corporate, industry and professional standards, policies, regulations, compliance and codes of conduct associated with the role.

PLEASE ONLY apply if you have the necessary skills, experience and expertise. The first part of our recruitment process is to send your CV. Should you be shortlisted, Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer.