IT Technician

Job Description:       IT Technician

Responsible to:         IT Support – Team Leader

Grade of post:           Support Scale 4, SCP 16-18

Hours of work:          37 Hours per week

Remuneration:            £21.15 per hour

Work location:           Based at either Wellington Road or Paget Road Campus, but will be

responsible for the service across all sites and therefore will be required to work across all sites

Job Purpose:             To deliver excellent learning experiences and opportunities for our students over a range of programmes on our premises or as requested by the Employer.  To lead on the recruitment, retention and achievement of students and contribute towards the pastoral care of students.  To contribute to the added value via enrichment activities.

Key Responsibilities

Act as the routine contact point, receiving and handling requests for support. Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provide first line investigation and diagnosis and promptly allocate unresolved issues as appropriate. Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues. Contribute to creation of support documentation.

Provide first line investigation and gather information to enable incident resolution and allocate incidents. Advise relevant people of actions taken.

Investigate problems in systems, processes, and services. Assist with the implementation of agreed remedies and preventative measures.

Install or remove system components using supplied installation instructions and tools. Conduct standard tests and contribute to investigations of problems and faults. Confirm the correct working of installations. Document results in accordance with agreed procedures.

Assist in investigation and resolution of network problems. Assist with specified maintenance procedures.

Use agreed procedures to create and maintain an accurate register of assets. Perform activities related to administration of assets. Produce routine reports to assist asset management activities and decision making.

Identify and resolve issues with applications, following agreed procedures. Use application management software and tools to collect agreed performance statistics. Carry out agreed applications maintenance tasks.

Use the tools and techniques for specific areas of release and deployment activities. Administer the recording of activities, logging of results and document technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

Receive and respond to routine requests for security support. Maintain records and advise relevant persons of actions taken. Assist in the investigation and resolution of issues relating to access controls and security systems.

Monitor operational systems for resource usage and failure rates, to inform and facilitate system software tuning. Install and test new versions of system software. Contribute to preparation of software implementation procedures with fall back contingency plans.

Other Duties and Responsibilities

To carry out all duties in accordance with the College’s Health and Safety policies and procedures.

To carry out any other duties as directed by your Line Manager.

Safeguarding

The College is committed to safeguarding and protecting the welfare of learners and expects all who work with or on behalf of the College to share this commitment.  All roles within the College therefore are subject to DBS regulations.

The College considers that the jobholder for this role should have a DBS Enhanced CHILD disclosure.

PERSON SPECIFICATION

Education/Qualifications

Essential:

S/L

I

A

• GCSE or equivalent in English and Maths.

X

Desirable:

• Recognised qualification in IT or related discipline.
• ITIL Foundation.

X

X

Technical Skills

Essential:

S/L

I

A

• Demonstrate understanding of the operation and maintenance of IT equipment.
• Demonstrate a standard of computer literacy.

X

X

X

X

Desirable:

• Ability to diagnose basic issues in IT equipment.
• Experience of using Windows 10/11
• Experience of using Microsoft Office
• Experience of using Microsoft 365

X

X

X

X

X

X

X

Personal/Behavioral Attributes

Essential:

S/L

I

A

• Excellent communication skills.
• High standards of customer care.

X

X

Desirable:

• Flexible, responsive, and cooperative approach to work.

X

Other Requirements

Essential:

S/L

I

A

• Willingness to learn and undertake training to support the role.
• Desire to be part of a team.
• Able to work flexibly including on occasion some evenings and weekends.
• Able to travel independently between college sites and other external venues.

X

X

X

X

X

X

X

X

Desirable:

Safety Critical Role

Subject to Enhanced DBS

IND/LET