Senior IT Technician Secondary Roaming

We are a pioneering education charity, and one of the leading multi-academy trusts in the country. We have a track record of taking on some of the most challenging schools in London, turning them into places where every young person can access a high-quality education and have opportunities to succeed.

Educating 1 in 41 young people in London, we now have 54 primary and secondary academies transforming the life chances and opportunities of pupils from disadvantaged backgrounds.

The Harris Federation has a track record of accomplishment in achieving success through rapid school improvement and has built an unrivalled reputation for running outstanding academies in London.

Our central team comprises a dedicated, driven group of departments working centrally to provide support across the Federation and all of our academies. Across a multitude of key departments, we maintain expertise all integral to supporting central and academies in areas such as Finance, HR, Data, Estates Management, Talent and many more.

Your responsibilities will include:

• Providing high-quality technical IT support, advice and guidance to students and to staff at academies and head office
• Ensuring all IT Support needs are logged appropriately
• Retaining ownership of Academy IT Support tickets and ensuring staff are regularly updated on status, and that these are resolved within the target resolution time
• Re-routing or escalating  IT support tickets to the appropriate team as necessary and working to achieve resolution
• Identifying, implementing and documenting workarounds for desktop related problems
• Identifying recurring IT incidents and performing root cause analysis to identify the underlying cause, notifying the key contacts within the Federation and Academies under your care on detection of a major incident
• Imaging, maintaining and deploying Windows 10 based PCs, Laptops, Tablets, as well as Apple OS iMacs and iPads
• Installing configuring and maintaining computer peripheral equipment
• Installing and testing new software and software updates
• Installing, configuring and maintaining VoIP telephones
• Working with Technicians where necessary and providing 2nd line support for more complicated issues
• Familiarising yourself with network infrastructure and associated documentation
• Ensuring the server and network infrastructure at the Academy is regularly checked and maintained
• Working with the IT Service Delivery Manager and Infrastructure team to support the on-site infrastructure elements to ensure the availability and security of the network, data and applications
• Administering Active Directory user login accounts, Distribution and Security groups
• Maintaining communication between Federation and Academy IT Support staff, Service Managers and Academy SLT

Please download the application pack via our careers website for the full job description and person specification.

We would like to hear from you if you:

• Are a confident communicator at all levels, with excellent verbal and written
  communication skills.
• Are self-motivated, with a can-do attitude and a strong commitment to delivering results on time and to a high quality in a fast paced, constantly changing environment
• Have the ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving
• Are professionally presented, flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer focussed ICT support role
• Have good knowledge of Microsoft products, including Office 365 and SharePoint, Apple OS and other desktop related software products
• Have excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving
• Have the ability to react quickly and effectively to issues and opportunities
• Hold significant, recent experience in a similar, ITIL aligned, IT support role, preferably in a school or other educational environment
• Have current, in depth experience of supporting Windows 10 PCs, laptops and tablets
• Have recent experience of supporting Apple products, including iMacs and iPads, in an educational environment
• Can prove experience of supporting Microsoft products, including Office 365, SharePoint, and other desktop related products
• Have current, proven experience of Active Directory, including the administration of User accounts, Distribution and Security Groups within a Windows Server Active Directory
• Have a proven track record in working to strict timescales and of working with staff at all levels

Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level.

In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan, electric car scheme, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits.

Learn more about our benefits on our website.