JOB DESCRIPTION

Job Title:Technical Support Engineer

Salary Range:£13,000 to £18,000

Reports to:Technical Design Architect, Technical Operations and Deployment Officer or Technical Operations and Procurement Officer depending on which team you are placed in.

Purpose of Job:

To be a member of a team responsible for development, delivery and support of the ICT server, network andend user ICT environment in schools.

Principal Responsibilities

£13,000

  1. To be part of a team of ICT professionals who provide and contribute to the effective and efficient delivery of all server, network and end user hardware, software and associated services, from installation through to disposal.

  1. As part of the team, help to ensure that service objectives are achieved in-line with agreed standards, project management methodologies, budgetary constraints and timescales.

  1. To assist the Technical Design Architect, Technical Operations and Deployment Officer or Technical Operations and Procurement Officer in providing schools with effective ICT Support.

  1. To ensure that all redundant equipment is identified and disposed of in an appropriate
manner in-line with the disposal policy.
  1. To work on small scale ICT projects or assisting with and making a contribution to large scale/ major ICT projects with supervision and assistance.

  1. To provide advice and guidance to schools on all server, network and end user related matters, including testing procedures with supervision and assistance if needed.

  1. To comply with agreed standards in the timely and effective use of the ICT Helpdesk system to aid in the smooth management of incidents and problems across the ICT service for the benefit of its customers.

  1. To comply with security, change control and audit trail procedures for systems, software, licensing, integration and interfaces in accordance with information security policies and guidelines.

  1. To respond to ICT problems within schools with guidance.

  1. To support and maintain effective liaison with users ensuring that a customer focused approach is embedded in all activities.

  1. To maintain the efficient operation and support of the school networks with guidance
from senior team members.
  1. Follow procedures for managing user and computer accounts in Active Directory / Open Directory / Office 365 and any other account stores

  1. Ensure servers in schools you are responsible for are backed up in accordance with One IT’s Offsite Backup Policy

  1. Ensure Anti-Virus software is configured and working on all devices in schools.

  1. Encourage customers to keep hardware up to date with an emphasis on using business class hardware from a list of approved vendors

  1. Deploy Apps from App Store and use MDM software with guidance as well as advise school on use of volume purchasing of apps

  1. Block and unblock websites where appropriate in Smoothwall, according to e-safety with guidance from senior team members

£16,000:

All of the above plus the following:

  1. To respond to ICT problems within schools with minimal guidance

  1. To develop solutions to problems outside the normal scope of the system by applying more detailed analytical thinking as well as technological solutions where appropriate with minimal guidance.

  1. Demonstrably capable of planning and performing upgrades to end user devices with minimal supervision

  1. To maintain the efficient operation and support of the school networks under your control with minimal guidance from senior team members.

  1. To be responsible for keeping abreast of developments in IT including Networks, Servers and End User Devices.

  1. To support and maintain effective liaison and communication with users at all levels ensuring that a customer focused approach is embedded in all activities.

  1. To work on small scale ICT projects withdirection or assistance or assisting with and making contribution to large scale/major IT projects with some direction and assistance from more senior team members.

  1. To be proficient in building a new server for a school with guidance.

  1. Ensure customers are advised ahead of time when large items e.g. servers / switches need to be budgeted for replacement and work with senior colleagues to provide a prioritised plan for equipment refresh

£18,000:

All of the above plus the following:

  1. To respond independently to ICT problems within schools with little or no guidance

  1. Demonstrably capable of planning and performing upgrades to server and networks with guidance from senior team members

  1. Demonstrably capable of planning and performing upgrades to end user devices without supervision

  1. To maintain the efficient operation and support of the school networks under your control with little guidance from senior team members.

  1. To work alongside senior management to design and implement systems in order to improve the service.

  1. To work on small scale ICT projects without direction or to work with other colleagues on large scale/major IT projects with some direction and assistance from more senior team members.

  1. To be demonstrably capable of installing a replacement server in a school we currently support with little or no guidance.

  1. Create end user documentation and provide guidance to individual customers on an ad-hoc basis.

  1. Be able to create MSI packages and deploy them with minimal guidance.

  1. To be proficient in building a new server from notes with no guidance.

  1. Build and update central Apple Mac Images withguidance.

Limits of Authority:

  • Undertake tasks and duties in line with any specific criteria as agreed with One IT senior management.
  • To adhere to the agreed business unit and organisation culture, policies and objectives.

This job profile is subject to change.

Date: September 2015

PERSON SPECIFICATION

Job Title:Technical Support Engineer

Salary:£13,000 to £18,000

Reports to: Technical Design Architect, Technical Operations and Deployment Officer or Technical Operations and Procurement Officer depending on which team you are placed in.

Qualifications

EssentialCapacity for independent travel

£13,000: GCSE (A-C) or equivalent to include English Language and Mathematics.

£16,000:as above but with 6 months relevant work experience

£18,000: as above with one year relevant work experience

Skills and Abilities

EssentialAll levels

Excellent interpersonal skills

Ability to interpret management information / reports

Ability to work as part of a team as well as on own initiative

Good oral and written communications skills

Good analytical and troubleshooting skills

Capacity to deal effectively with customers, third party companies and external suppliers

Adopt a flexible approach to working hours to meet the needs of the service

A personable nature and able to deal with multi-task requirements and show evidence of using their own initiative

A good telephone manner, listening skills and demonstrate excellent organisational skills

£13,000 Short term planning of own work

£16,000 Short term planning of own work as well as planning medium term projects with colleagues

£18,000 Long term planning of own work and that of junior staff, allocating tasks to junior staff and checking their work.

DesirableKnowledge of Projectors, Touch Displays or Interactive whiteboards

Knowledge of MDM solutions such as Meraki / Casper

Knowledge of Hardware components in end user devices

Experience with Microsoft Office Suite

Experience

Essential£18,500 & £21,000: Minimum of 2 years experience in the implementation development and support of server, networks and end user devices.

£23,500 & £26,000: Minimum of 3 years experience in the implementation development and support of server, networks and end user devices.

£28,500 & £30,000: Minimum of 4 years experience in the implementation development and support of server, networks and end user devices.

.

All levels

General knowledge of Microsoft & Apple Operating Systems and products

Experience in the use of ICT applications and associated hardware to enhance learning in a school/collegeor teaching and learning environment.

Experience in working in a customer focused environment.

DesirableExperience of running IT Systems in an educational setting or mid to large business environment

Experience with cloud storage / email systems (Office 365)

Experience in Microsoft or VMWare Virtualisation Technologies

Experience working with networking components such as switches