ICT Technician

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To provide high-quality technical support, advice and guidance to the staff, students and trainee teachers at both locations.Client DetailsAn educational institution in LondonDescriptionThe key helpdesk responsibilities & duties are:* To provide high-quality technical support, advice and guidance to the staff, students and trainee

teachers at both locations.

* To ensure that all incidents and service requests are logged appropriately on the Service Management

system.

* To retain ownership of all incident and service request tickets and ensure staff are regularly informed of

the status of their support ticket.

* To re-route or escalate support tickets to the appropriate team as necessary and work with the IT Service

Managers, 3rd line support, Project Managers and other stakeholders to achieve resolution.

* To identify, implement and document Known Issues and workarounds for desktop related issues within

the Knowledge Base.

* To ensure that Academy incidents and service requests are resolved within the target resolution time

and that the solutions are documented within the system.Profile A minimum of two years' experience of carrying out a similar, client facing role in either the primary or secondary education sector. Recent experience of working in an on-site IT based, Customer Service environment. Proven experience of supporting Microsoft products, including Office 365 and Office 2016, SharePoint, and other desktop related products. Proven experience of managing Active Directory user accounts including the administration of Distribution and Security Groups within a Windows Server 2012 Active Directory. Recent experience of supporting Apple products, specifically iMacs and iPads in an educational or corporate environment. Recent experience of supporting Windows 10 PCs, laptops and tablets.Please find below the key skills, knowledge and experience which are essential requirements for this post. * To image, deploy and maintain Windows 10 based PCs, Laptops and tablets, as well as Apple OS iMacs

and iPads.

* To install, configure and maintain computer peripheral equipment such as multi-functional printers and

Interactive whiteboards, ensuring that this hardware is regularly tested and ready for use when required.

* To install and test new software and software updates / upgrades, ensuring compliance with software

licensing regulations at all times.

* To install, configure and maintain the VoIP telephones.

* To familiarise yourself with the network infrastructure (Server room, cabling, patch panels, routers,

switches) and associated documentation at the Academy.

* To ensure that the server and network infrastructure at both locations are regularly checked and

maintained in accordance with HarrisNET best practice and procedures.

* To work with the IT Service Manager and Infrastructure team to support the on-site infrastructure

elements such as physical & virtual servers, UPS's and other networked devices to ensure the availability

and security of the network, data and applications.

* To administer Active Directory user login accounts, ensuring that new staff, students and trainee

teachers receive credentials in a timely fashion.

* To manage Active Directory Distribution and Security groups within the Academy to ensure that staff,

students and trainee teachers have appropriate access to the data and resources they need.

* With the assistance of the Federation IT Service Manager, ensure that all Academy systems

documentation is maintained and updated as required.Job OfferAn ongoing contract (inside IR35) paying a daily rate of £120-£150 a day. Office location based in London.Enhanced DBS certificate is ESSENTIAL