2nd Line IT Support Technician

Job Title: 2nd Line IT Support Technician

Reporting to: IT Manager

Hours: Full-time, 5 days a week (40 hours per week)

Main Duties & Responsibilities

• To implement and manage projects as directed by the IT Manager.
• To act as a supervisor and mentor to the other IT technician staff, assisting their continued professional development.
• For those you supervise, to oversee and monitor the team members’ service delivery – highlighting any areas for improvement and ensuring that their expertise and ability to service is at the highest levels expected by the School
• To provide 2nd / 3rd line support for all school systems and manage the IT helpdesk queue, ensuring SLA’s are met.
• To provide 1st line support when required to meet the school’s needs.
• To identify and feed back ideas for operational improvements to the IT Manager and work with them to implement those deemed worthwhile for the school.
• To assist, as directed by the IT Manager, with the maintenance of all School IT infrastructure and services.
• To ensure system documentation is kept and up to date for all IT systems.
• To design and deliver staff IT training, both written and in person, as directed by the IT Manager.
• To assist with the testing and development of disaster recovery procedures, in co-operation with the IT Manager.
• To track the latest developments in IT for teaching and learning, feed back any of potential note to the IT team and work with wider school management teams to implement those deemed worthwhile for the school.
• To operate in accordance with policies on data protection, e.g. GDPR, DPA, etc. and assist in reviewing and ensuring compliance of school systems with such policies.
• Any other duties that the School might require commensurate with the post.

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