We’re hiring! Outsourced ICT Technician, Appleford School, Shrewton!

Post: Outsourced ICT Technician
Department: Managed Services
Line Manager: Head of Managed Services
Employment Status: Full Time, Permanent
Salary: Circa £20-£24K.

Base: Appleford School, Shrewton, Salisbury, Wiltshire, SP3 4HL

The post holder will be required to work at other off-site locations as required.

Medhurst’s Managed Services Department provides all levels of IT telephone, remote and on-site support services to our client base of schools.  This includes on-site technician support, an assigned Virtual Network Manager carrying out regular visits, remote support which includes monitoring, account management, IT strategy and planning. Success is achieved by building relationships with our clients, and providing an outstanding level of service.

Purpose of the Role:
• To provide 1st and 2nd line on-site support to the school
• To ensure the ICT needs of the schools are met in relation to teaching, learning and administration
• To provide a professional and courteous service at all times
• To provide regular reports to the Service Manager
• The role is backed-up by the Helpdesk Team at Medhurst

Key Accountabilities 

Technical

• To provide technical support to the school’s ICT systems
• Ensure equipment is installed and ready for use by staff and pupils such as PCs, Laptops, Projectors, AV Equipment, Digital Signage, Printers, devices in correct VLANs etc
• Ensure IT related services and security systems are working, up to date and ready for use by staff and pupils for example, school applications, Parent Portals, CCTV, User Permissions and Access, Filtering, Anti-Virus alerts, Websites/Intranet, BYOD, MDM, Back-Ups etc
• Troubleshoot, resolve or escalate on-site issues with all relevant information
• Reimaging devices, finding missing or updated drivers where required
• Restoring Data as required
• Hardware repair and replacement – component level to complete device
• Review monitoring alerts and liaise with the Helpdesk to ensure all tickets are actioned
• Liaise with third party software and service providers where required

Administration

• Utilise the Helpdesk System provided to manage all tickets and requests: respond to all tickets within SLA,  ensure all reported incidents and requests are logged, add time entries and updates to record what work has taken place, ensure customers/users are updated regularly and provide detailed information on a ticket before escalating
• Communicate with School Staff and Trust IT Manager
• Maintain customer IT records to include: Asset Management/Inventory (Hardware and Software), Password Records, Configuration information, Stock Control,  Change Control Records, Active Directory User Accounts, Door Entry/Signing In System User Records, E-mail Account provision and Third Party contacts information

General

• Manage priorities and working time effectively
• Where necessary clarify priority with Line Manager
• Communicate regularly with the Service Manager to ensure they are aware of all IT-related activities and planning
• Attend School Health and Safety, Safeguarding and Security training and adhere to procedures. This will be provided as part of the Induction process, and subsequently at school-specific intervals. Report anything that is cause for concern to School contact and Medhurst Line Manager
• Perform Regular Tasks as assigned
• Attend regular meeting with Service Manager ensuring any information required is prepared and ready
• Reporting any issues (technical and otherwise) to Line Manager
• Be polite and courteous to all clients at all times and present positive image
• Be ready to start work at your allotted time
• Be dressed and groomed according to environment. (Specifics will be advised)
• Adhere to all company policies including Health and Safety, Quality Management and Information Security
• Adhere to all company procedures
• Hold full driving license with own transport

Skills
Essential

• Microsoft Desktop Operating Systems
• Microsoft Office 365
• Active Directory & Group Policy: Adding/Removing users from groups and Setting default printers
• SCCM: Reimaging Devices, Identify/Find missing drivers, Adding devices to collections
• Email: Provisioning mailboxes, Adding/Removing users from groups, Sharing Calendars
• Backup/Restore: Restoring files/folders
• Internet filtering: Unblocking/Blocking sites and Reporting on usage
• AV: Setup for assemblies/events, Cleaning projectors, Troubleshooting display issues, Digital Signage (Hardware, Not content)
• Networking: BYOD (Connectivity & certificates only)
• MIS/Parent Portals: Software updates, Creating/removing users
• Misc: Review anti-virus alerts, Minor hardware installation (HDDs, Wireless, RAM, PSU), Liaising with 3rd parties for support, Managing Quotas (File space, Printing), Enrolling devices into MDM, Door entry/visitor signing in systems (managing users)
• Troubleshooting
• Excellent communicator
• Ability to work as part of a team

Desirable

• Experience in an educational environment
• iOS device deployment
• Educational Software
• Virtualisation (Hyper-V)
• Networking experience

General
From time to time you may be required to perform duties outside of the Outsourced ICT Technician role. You must portray a professional image and be dressed appropriately. Your line manager will provide any specific details where required or requested by you.

If you think you have the right skills and experience to join the Medhurst team, please send a covering letter and CV to hr@medhurst-IT.com

NOTE:
Medhurst provide services into the education sector and as such are committed to safeguarding and protecting the welfare of children and young people. We expect all staff to share this commitment. We will carry out an enhanced DBS check on all staff and continued employment with Medhurst could be affected by the results of the DBS check. You may also be required to attend Safeguarding Training should the company decide this is necessary at any point. The post holder must carry out all duties and responsibilities with reasonable care for health and safety of yourself and any other persons who may be affected by your acts and omissions at work, and to cooperate fully with Medhurst Communications Ltd in health and safety matters.