Job purpose
The Managed Services Department provides a complete outsourced IT support solution for schools and trusts: on-site technician support, an assigned Technical Account Manager (TAM) carrying out regular visits, remote support with monitoring, a Service Delivery Manager (SDM), and IT strategy and planning. Success is achieved by building relationships with our clients and providing an outstanding level of service. The post holder may be required to work at off-site locations as required.
- Provide 1st, 2nd and initial 3rd line onsite technical support to a designated school or trust
- Act as the senior onsite technical resource, supporting and mentoring Level 1 technicians and apprentices
- Act as the senior onsite point of contact for school staff
- Lead onsite delivery of small-value local projects and approved changes under the direction of the TAM
- Maintain accurate site documentation, asset registers and change records to a high standard
Covering letter and CV
Send a covering letter and CV to hr@medhurst-it.com with “Local IT Lead” in the subject line.
Working in education
We provide services into the education sector and are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment. We carry out right-to-work checks and an enhanced DBS check on all staff, and continued employment could be affected by the results.
What the role owns
Day-to-day technical support
- Provide 1st, 2nd and initial 3rd line onsite technical support across all ICT systems
- Perform daily ticket triage and own the assignment of onsite work for the school
- Triage and resolve more complex onsite incidents, escalating to the TAM or support team when required
- Provide daily classroom audio visual (AV) and hardware support, ensuring teaching spaces are operational at the start of each school day
- Investigate RMM monitoring alerts and proactively address issues before they impact users
- Troubleshoot physical and network infrastructure issues, including cabling, patching, switches and Wi-Fi
- Liaise with third-party software and service providers as directed
Tickets and administration
- Use the Service Desk system to manage all cases, responding within agreed service level agreement (SLA) and logging incidents and requests promptly with detailed information
- Keep customers and users informed of progress and provide detailed information before any escalation
- Maintain accurate site IT records: asset management and inventory, password records and user accounts, stock control, change control records including door entry and signing-in systems, and mailbox and user administration
Projects, change and onboarding
- Execute approved changes at the school as directed by the TAM, including more technically complex change activity
- Lead post-change testing and complete change documentation
- Identify and log change requests arising from onsite activity, providing technical assessment input where appropriate
- Lead delivery of small-value onsite local projects, within contract, under TAM direction
- Contribute to technical audits, standardisation work and documentation for the customer
- Audit and update site documentation and asset registers as required
Mentorship and team support
- Mentor and support Level 1 technicians and apprentices on site, providing day-to-day guidance and technical knowledge transfer
- Act as the senior technical lead onsite
- Attend regular meetings with the SDM, TAM and main customer contact, with information prepared in advance
Essential
- Solid 1st and 2nd line technical experience, with exposure to 3rd line work
- Microsoft Server and Client operating systems (Windows Server, Windows 10/11)
- Microsoft 365 administration (Exchange Online, SharePoint, Teams)
- Active Directory, Group Policy and security fundamentals
- Networking: wired and wireless configuration and troubleshooting (switches, VLANs, Wi-Fi)
- Backup and restore (Veeam or similar): operational knowledge
- Hardware troubleshooting and component-level repair
- Imaging and deployment (SCCM, MDT, Intune)
- Strong communication skills with technical and non-technical audiences
- Ability to work autonomously and lead onsite delivery
Desirable
- Mentoring or supervisory experience
- Experience working in an education environment
- Microsoft Intune and mobile device management (MDM)
- Hyper-V or VMware fundamentals
- Internet filtering and safeguarding monitoring platforms
- ITIL Foundation
- iOS and Apple device management
The role also requires fluent English, a good working knowledge of MS Office, willingness to travel to other Medhurst client sites when required, enhanced DBS clearance or willingness to obtain it, attendance at the school's health and safety, safeguarding and security training, and a professional standard of dress and conduct appropriate to a school environment.
An equal opportunities employer
We are determined that no job applicant or employee receives less favourable treatment on the grounds of sex, gender reassignment, sexual orientation, religion or belief, marriage or civil partnership, age, race or disability. All information remains confidential to Medhurst and is handled in accordance with the Data Protection Act and UK GDPR.
Apply for this role
Send a covering letter and CV to hr@medhurst-it.com with the role title in the subject line.