Based at: MV16 (2 days) and Toot Hill School (3 days)
Department: School-Based Support Staff (IT)
Post: First Line IT Support Engineer
Reporting to: Director of IT
Salary: Scale 4 (£20,092 to £21,748 per annum)
Contract: Permanent, full-time, all year round
Closing date: Monday 24th January 2022 at 9am
Key Responsibilities
- Being the first point of contact for all incoming support calls, emails, and sessions for all stakeholders
- Ensuring all forms of support call are logged in the system and the client is kept updated
- Manage incident and request tickets ensuring established SLA’s are met
Role Responsibilities
- Providing support to all stakeholders (including parents)
- Assist both internal and external IT Support with continued business improvements
- Communicate daily to stakeholders with open tickets
- Managing the stakeholder’s expectations with ongoing tickets
- Ensure all stakeholder related problems are logged accurately, and with sufficient details of the problem, attempted resolutions, and final resolution
- Provide diagnostic support for 2<sup>nd</sup> line and above technicians when required
- Inform the Director of IT of any tickets requiring escalations
- Working with the schools 3<sup>rd</sup> party suppliers and vendors when appropriate
- Adhere to all company policies and procedures
- Ensuring that all role related KPI’s are met
- Logging, managing, and resolving client IT issues
- Maintain the school’s IT asset register (including hardware and software) and configuration documentation
- Follow the trusts change & problem management processes
- Provide damage reports to the school leadership each term
- Undertake any other reasonable duties as required to meet the needs of the business
Please see the attached for more information.
We positively welcome applications from all sections of the community. We are committed to safeguarding and promoting the welfare of young people and expect all staff to share this commitment. Full DBS disclosure will be required.
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