IT Officer

This role is responsible for assisting the Head of IT & Data in the effective and efficient day-to-day functioning of the IT systems across the trust's schools, which may include VMware/Hyper V servers, Windows/Mac workstations, Google OS laptops and mobile devices, up to 2000 Chromebooks, Google for Education, and various online resources. Effective management of these resources is necessary to enable staff to deliver high-quality teaching. The role involves providing timely and effective technical support, both on-site and remotely, with a focus on complex issues and network infrastructure. The ideal candidate will have a strong understanding of hardware, software, and networking principles, particularly within a Google Workspace and Windows environment. Initiative and the ability to solve problems independently, including more complex IT issues, will be key. While primarily based at a specific school site, the post holder will be expected to provide remote IT support, acting as an initial line of support via the Trust IT helpdesk system including ticketing, phone and in-person, to other schools within the Trust as needed. Additionally, site visits to other Trust schools or providing on-site cover may also be required when identified.,

• Hardware and Software Troubleshooting: Diagnose and resolve any hardware and software issues across a wider range of devices, including interactive whiteboards and other smart technologies. This includes assisting end-users with printing issues, such as printing release jobs.
• User Account Management: Assist with user managing user logins, creating accounts and overseeing user quotas, drive access, email and security groups in a Google and Windows environment.
• Network Management: Assist in managing the Windows Server physical and virtual network and Wi-Fi systems. Assist in maintaining a reliable network, consisting of advanced switches and wireless technologies, including VLAN configurations and wireless SSIDS. Troubleshoot network connectivity issues for reliable access to online resources. Maintain, repair, and extend network infrastructure cabling as necessary. Assist in managing the school's MS Windows and Google Apps for Education domains.
• Server Management: Assist with the virtual and physical hardware running Windows Server and other technologies and ensure server storage is used effectively and backups are maintained.
• Helpdesk and Logging: Take phone calls and walk-ins from end-users and log tickets into the Trust IT helpdesk system, actioning through IT tickets or escalating when necessary.
• Vendor Liaison: Work with external vendors to resolve technical issues and coordinate repairs or installations, ensuring projects are completed on time and meet the standards set out during procurement phases.
• End-User Support and Training: Provide basic advice and best practices to support staff and students, promoting effective use of technology and resources online and in the learning environment. Support staff and students with the use of Google Workspace for Education and Microsoft Office.
• Audio-Visual Support: Set up, maintain, and troubleshoot audio-visual equipment.
• Asset Management: Maintain an accurate and up-to-date inventory of all the school's ICT assets.
• Application Management: Assist in managing application installation for domain clients and Google Workspace managed devices. Maintain software licenses and maintain records as required.
• Projects: Work with Trust IT staff and vendors on IT projects and large jobs to ensure they are completed on time and to a high standard. Undertake one-off projects as defined by the Head of IT & Data.
• Documentation: Update network documentation and databases, and record any changes to school infrastructure.
• Escalation: Act as the initial line of support for staff and students' IT issues and escalation for IT colleagues, sharing knowledge and experience with other IT staff.
• Security: Help maintain the Trust's high level of cyber and network security, including regular review of anti-virus software and OS updates across all IT systems.
• Disaster Recovery: Assist with the activation and implementation of the school's disaster and contingency plan., To work in accordance with the values of the Trust, particularly with regard to promoting positive attitudes towards tolerance and respect for other people.
• To work in accordance with Trust and school policies and procedures as identified in the staff handbook and policy folders.
• To undertake any appropriate training, including recognised professional qualifications, considered necessary to fulfil the role.
• To demonstrate a flexible approach in the delivery of work, and consequently, may be required to perform work not specifically identified in the job description, but which is in line with the general level of responsibility of the post
  
  The schools use a variety of educational software and IT platforms, which include Bromcom, Google Classroom, Office 365, Windows Server and Cisco Meraki infrastructure. This is a full-time, on-site role based primarily in one of the Trust schools (Redden Court, RM3 0TS), where you will be providing support across various departments and at times other schools in and around Havering, both remotely and on-site.
Successful candidates will have:
• Proven experience in an IT Support or similar role, preferably within an educational setting.
• Proven IT skills to include hardware and software installation, upgrade and maintenance of both Windows and Mac.
• Strong understanding of hardware and software troubleshooting, particularly within a Google Workspace, Windows desktop and Chromebook environment.
• Proven hands-on hardware and software troubleshooting experience, including conferencing and AV equipment.
• The ability to work as part of a team and be proactive.
• High level of team, interpersonal and communication skills.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts
clearly to non-technical staff and students.
• A logical, calm, organised approach to problem-solving.
• Excellent problem-solving skills and the ability to use initiative to find solutions
independently for some IT issues, ranging in complexity.
• The ability to manage time effectively, multitasking and working to tight deadlines.
• Ability to prioritise tasks, manage time effectively, and work under pressure.
• A high level of initiative, enthusiasm and willingness to work collaboratively.
• A strong customer service orientation, with the ability to build positive relationships with staff and students.
• Experience with classroom technical equipment such as whiteboards and other smart technologies is a plus.
• A valid Full UK driving licence and access to your own vehicle for travel between school settings is desirable.
• A strong understanding of GDPR, cybersecurity and confidentiality principles and requirements when handling sensitive data.
Desirable Qualifications: Relevant IT certifications, such as CompTIA A+ or Google Workspace are a plus. School is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. This post is subject to an Enhanced Disclosure and Barring Service (DBS) check (with children's barred list check),
• Between 2 and 5 years' experience in IT support or similar function. (Desirable)
• Proven experience as an IT Technician or similar role, preferably within an educational setting. (Desirable)
• Strong understanding of hardware and software troubleshooting, particularly within a Google Workspace and Windows environment. (Essential)
• Evidence of willingness and motivation to develop own skills and abilities through continuing professional development.
• Relevant IT certifications, such as CompTIA A+, Network+, or Google Workspace certifications, are a plus.
• Experience with interactive whiteboards and other smart technologies is a plus.
• Understanding of GDPR, cybersecurity principles, and confidentiality requirements when handling sensitive and personal information. (Essential)
Skills and Abilities:
• Ability to organise one's own work, to prioritise tasks and keep to deadlines.
• Ability to be flexible and respond effectively to the 'unexpected'.
• Ability to communicate and interact effectively with adults, children and young people.
• Ability to write effectively for a variety of different audiences across different platforms.
• The ability to identify training needs in a rapidly changing environment.
• The ability to assess disaster recovery policy and procedures and maintain continuity of a quality service.
Knowledge:
• An understanding of IT-specific health, safety and security issues in schools.
• An understanding of the application of IT to teaching and learning.
• Know-how to monitor the statutory IT-related responsibilities in an educational environment.
  
  As an employee, you will be covered by our excellent well-being support and medical cover programmes provided through the Spark and Medicash organisations. This includes access 24 hours a day to a GP helpline, physiotherapy, optical support, dental treatment, and access to a counselling service.