Description
The Role
As an IT Services Technician your primary responsibility will be to support the College's IT helpdesk systems, responding to and resolving first line issues for our staff and students.
Overall, we welcome applications from candidates who are passionate about IT Services and understand how they can use this to support student and staff success.
Key Responsibilities
- To provide Technical Support for the resolution of First Line issues.
- To provide Technical Support and assistance to 2nd and 3rd line support staff.
- Triage calls to the IT Helpdesk and assign tickets appropriately.
- To facilitate the smooth running and maintenance of the College's IT Helpdesk.
- To assist in maintaining and updating the Helpdesk database.
- Ensuring that copyright and data protection laws are upheld.
- To maintain stock, software licenses, anti-virus and servicing records.
- Assist in the production of documentation for hardware and software.
- To work and ensure equipment is within guidelines set out within the College's Health and Safety Policy.
- To carry out the duties of the post in line with the College policies on Equal Opportunities, and to ensure that staff within the service are fully conversant and act within these policies.
- To carry out any other relevant and appropriate duties within the framework of a post of this grade that may arise from time to time, and at a location to be determined by the needs of the service.
Skills, Knowledge and Expertise
Key Skills:
- Have the skills necessary to assist end users with hardware and software related issues.
- Demonstrate and understanding of computer hardware and software.
- Demonstrate a knowledge of cloud, email and office applications.
- Create and maintain records of equipment, software installs and updates.
- Generate software update roadmaps, schedule and complete updates according to college decreed timescales.
- Help to ensure through good working practices that the objectives, values and aims of IT Services and equipment and
- To contribute fully to the mission and values statement of the College Group ensuring its effective implementation in all aspects of college life.
- To take proactive responsibility for Health & Safety to ensure that a safe working environment and safe working practices are always maintained.
- To comply with the General Data Protection Regulations (GDPR).
- To support cross college activities as required, such as organizing events or assisting with enrolment.
- To understand roles and responsibilities around safeguarding all learners and contribute to maintaining a safe learning environment.
Essential criteria:
- Experience of working with colleagues to set quality standards and service standards to ensure effective operation of cross Group systems and initiatives.
- Experience installing and configuring Microsoft based operating systems and associated applications/services on Desktop equipment at enterprise levels.
- Technical knowledge of network related protocols and infrastructures specifically TCP/IP.
- Hands-on experience troubleshooting IT issues at point of contact and triaging issues in the first instance.
- Effective interpersonal and communication skills, both written and verbal.
Desirable criteria:
- Experience of supporting complex enterprise level IT systems in a medium to large organisation.
- An understanding of Information security management and standards.
- Experience of maintaining vendor partnerships, ensuring that service provision is met, and value is delivered.
- Experience of working with VMWare Horizons in the configuration and management of a virtualised environment.
- Experience of hosting Microsoft Office 365.
- Experience of administering and configuring backup systems to ensure business continuity via on premise or cloud-based solutions.
- Appropriate level and context level 4 qualification suited to this role.
- A good technical knowledge of network equipment and infrastructures.
- Some knowledge of the Aruba (or similar) Wi-Fi controller.
- Good working knowledge of Legislative & Regulatory requirements.
- A qualification or knowledge of the ITIL standards for IT governance.
Benefits
We really care about our people. As a member of College staff, you will have access to a wide range of benefits, wellbeing services and opportunities for professional development.
These include:
- Generous annual leave - We offer the highest holiday entitlement in the City Region
- Competitive salary - Our salaries are the highest within FE in the City Region
- Access to our Employee Benefits Platform, offering hundreds of discounts and savings
- Wellbeing support - Access to a free, independent and confidential 24 hour counselling support, as well as general wellbeing and lifestyle support through our platform and app
- Pension Scheme - Excellent pension provision, with memberships of Local Government Scheme, Teachers Pension Scheme and Aviva, depending on the role.