IT Technician

Salary: £35,000 - 40,000 per year

Requirements

• We require knowledge of IT hardware and software, Windows operating systems, Microsoft 365, basic networking and connectivity, user account management, cyber security principles, password and authentication security, software updates and patch management, data protection and confidentiality, GDPR principles, online safety, Cyber Essentials requirements, IT asset management, helpdesk/ticketing systems, and website administration and content management.
• We strongly prefer understanding of the IT and safeguarding requirements of a post-16 provider supporting young people with SEND and EHCPs.
• We require the ability to diagnose technical problems logically and efficiently.
• We require the ability to explain technical information clearly to non-technical staff.
• We require the ability to prioritise competing IT support requests.
• We require the ability to work independently and use initiative.
• We require the ability to escalate issues appropriately.
• We require the ability to maintain accurate records.
• We require the ability to manage confidential information securely.
• We require the ability to work calmly under pressure.
• We require the ability to communicate professionally with staff, learners and external suppliers.
• We require the ability to identify potential IT and cyber security risks.
• We require the ability to implement practical solutions.
• We require the ability to manage multiple projects and priorities.
• We require excellent attention to detail.
• We require the ability to adapt to changing technology and organisational requirements.
• We require the candidate to be reliable, approachable, patient, supportive, technically curious, willing to learn, proactive, security-conscious, highly organised, professional, trustworthy, able to work independently, a strong team player, able to maintain confidentiality, committed to safeguarding and the wellbeing of learners, and comfortable working in a busy education and training environment.
• We require appropriate pre-employment checks, satisfactory references, an appropriate DBS check, safeguarding and Prevent training, and compliance with our safeguarding procedures and Code of Conduct.
• We require an understanding of professional boundaries and confidentiality.
• We require the ability to demonstrate high integrity, discretion and professional judgement.
• We require a full clean driving licence.
• We require access to a road-worthy motor vehicle.

Responsibilities

• We provide timely and professional first-line and second-line IT support to all staff.
• We respond to IT issues raised through the NET Support system, ensuring requests are logged, prioritised, progressed and closed appropriately.
• We diagnose and resolve hardware, software, connectivity, account and system issues.
• We provide technical assistance with computers, laptops, monitors, printers, projectors, interactive equipment and other IT equipment.
• We support staff with Microsoft 365 and other organisational software and systems.
• We assist users with passwords, account access, permissions and basic system configuration.
• We escalate complex or specialist issues to external IT providers where required.
• We maintain clear records of incidents, resolutions and recurring problems.
• We identify recurring technical issues and recommend improvements to reduce disruption.
• We provide guidance to staff to improve their confidence and competence in using IT systems.
• We monitor incoming support requests and allocate and track support tickets.
• We ensure staff receive appropriate updates regarding outstanding issues.
• We monitor outstanding and overdue tickets and produce management information where required.
• We support our cyber security arrangements and our Cyber Essentials certification process.
• We maintain evidence, documentation and technical controls required for Cyber Essentials compliance.
• We ensure devices and systems are appropriately configured in line with security requirements.
• We support password and authentication controls, software updates, operating system updates and security patches.
• We support anti-virus and endpoint protection arrangements.
• We maintain user access and permissions and support secure configuration of devices and systems.
• We identify and report potential cyber security vulnerabilities and support management in addressing risks.
• We support staff awareness of cyber security risks, phishing, password security and safe use of technology.
• We assist with cyber security incidents and ensure they are escalated appropriately.
• We support compliance with IT, Information Security, GDPR and Data Protection requirements.
• We work with external IT and cyber security providers where specialist expertise is required.
• We set up new computers, laptops and other devices and prepare devices for new staff and learners where required.
• We install and configure approved software and set up monitors, printers, projectors, interactive displays and other peripherals.
• We support classroom and teaching technology and maintain accurate records of IT equipment.
• We support the replacement and disposal of obsolete equipment and the procurement of new IT equipment and technology.
• We advise management on appropriate technology purchases and test new equipment before deployment.
• We support the introduction of new digital systems and technology across our organisation.
• We assist staff with day-to-day IT issues, provide one-to-one support where appropriate, develop simple guidance documents and user instructions, and provide basic training where required.
• We support staff with new systems and technology, remote working and access to organisational systems, and promote good IT security practice.
• We oversee our website, maintaining technical functionality, monitoring availability, managing access and administrator permissions, and supporting publication and updating of content.
• We ensure website content is appropriately formatted and accessible, monitor performance and functionality, and identify outdated or inaccurate information.
• We liaise with website developers, hosting providers and external suppliers where necessary and support website security and backups.
• We support compliance with accessibility and data protection requirements and the development of new website functionality when required.
• We create, amend and deactivate user accounts in accordance with our procedures and support onboarding of new staff from an IT perspective.
• We support the IT elements of staff induction and maintain records of user access and permissions.
• We assist with Microsoft 365 administration where authorised and support management of shared drives, cloud storage and organisational systems.
• We support the day-to-day reliability of our IT infrastructure, monitor network connectivity and report faults, and liaise with internet, telecommunications and IT service providers.
• We support backup and recovery arrangements, assist with disaster recovery and business continuity planning from an IT perspective, and respond promptly to significant IT outages.
• We provide technical advice when we are considering purchasing IT equipment or software, obtain quotations where required, liaise with external suppliers, and monitor supplier performance.
• We assist with installation and implementation of externally supplied systems and maintain records of warranties, licences and service agreements.
• We contribute to the review and development of IT-related policies and procedures where appropriate.

Technologies

• Cloud
• Hardware
• Support
• Microsoft 365
• Network
• Security
• Windows
• Office 365
• ASP.NET
• Marketing

More

We are Sutton & District Training (SDT), and this is an in-person IT Technician role supporting our staff, learners and wider operations. The role sits closely with our Operations Manager, Senior Leadership Team, Quality Tea