Senior ICT Technician - Customer site based, Managed Services

European Electronique
11 Feb 2018
16 Mar 2018
Contract Type
Full Time

This is an exciting opportunity to join our national ICT Managed Services team.

Working on site at a school customer’s site, the team’s function is to provide staff and student support for all aspects of the ICT infrastructure, including Servers, Storage, Networking, Wireless, Telephony, Client Devices and Software.

The role is to contribute to the provision of customer focused, cost effective ICT support services. The applicant will be responsible for maintaining effective service delivery standards and will provide hardware and software support to ensure a high standard of availability and service to students and staff.

Applicants will have excellent interpersonal, communication and technical skills, together with the ability to work accurately under pressure, independently or as part of a team, as well as ability to mentor and junior staff.

manage the day-to-day operation of the ICT environment within one of our college customers, leading a team of two existing ICT Technicians in delivering excellent, customer focussed, support.

Key Responsibilities:


  • To provide a professional first and second line technical advisory, diagnostic and repair support service to the organisation within a Service Desk environment, via telephone, email and face-to-face.

  • To be technically responsible for the support delivered to the School and where necessary advise the Network Manager or Service Delivery Manager of any required improvements.

  • To manage all incidents assigned to second line support within the agreed SLA and escalate all incidents that fall out of that criteria. Where necessary, attend desk-side to resolve support issues and assist with the technical development of the School’s ICT environment.

  • To report and manage any incident that requires the services of a third party organisation.

  • To ensure all problems identified whilst performing Service Desk duties are recorded on the Service Management Systems (SMS), and is kept fully up-to-date with the status of each ongoing problem and are resolved within the customers Service Level Agreement.

  • To ensure that the Network Manager is fully updated on the status of all ongoing problems and escalations.

  • To assist in the duties during busy incident logging periods to answer first line calls and record details in the SMS.

  • To action any asset changes in compliance with the Change Control Procedure.

  • To ensure compliance with the defined security requirements regarding access to the System

  • Support Centre area and any systems therein are fully satisfied at all times.

  • To provide an effective communications interface between the School and the various groups within the company.

  • To monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed SLA’s.

  • To complete additional ad-hoc project work, as required.

  • To assist the Network Manager by carrying out reasonable requests for additional duties as and when required.

  • To make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.

  • To keep the working area safe, clean & tidy at all times.

Technical Requirements:

  • A good working knowledge of Microsoft Desktop Operating Systems and applications is

  • Sound working knowledge of Active Directory and Group Policies

  • Good understanding of TCP/IP, DNS, DHCP and VLANs.

  • Experience of using a call management system and working to SLAs.

  • At least two years’ experience within the education sector.

Interpersonal and Communications Skills

  • Excellent verbal and written communication skills.

  • Pro-active approach to work.

  • Ability to communicate complex technical issues to non-technical staff and pupils.

  • Ability to communicate across wide range of ages, experience and abilities.

  • Excellent customer relations skills.

  • Ability and willingness to share knowledge across the team and with customers to aid learning and proficiency.

  • Be able to work, unsupervised, on own initiative.

  • Willingness and enthusiasm to keep abreast of new developments in software and hardware

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