IT Technician

General: Mary Hare educates 168 profoundly deaf children at its residential school in Berkshire and we pride ourselves on our pupils' achievements at GCSE, A Level as well as B Tech and Vocational Courses. We offer the opportunity to teach highly motivated children, in small classes, where you can make a real difference at this national centre of excellence for deaf education. No knowledge of sign language is required, as we follow an auditory/oral philosophy. The Role: The IT Help Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Technician is to provide first and second line support for all staff and students at Mary Hare. Based at Arlington Manor, the IT Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service. Part of the role is to provide On-Call weekend support, which is shared with other team members to ensure that the school has support during the weekend for its boarders and or other events. The on-call support is to assist with any issues with Internet connectivity, network, or telephony failures. Resolutions of these will mainly be completely remote but on rare occasions may require a site visit. The payment for the support is in addition to salary. Main Duties and Responsibilities:

• To manage and maintain the IT Helpdesk System
• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all our users with any logged IT related incident when called upon. To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible.
• To accurately record, update and document requests using the IT Helpdesk system.
• To install and configure new ICT equipment, including but not limited to PCs; Telephones; Interactive Panels; Printers and Projectors.
• To resolve incidents and upgrade different types of software and hardware.
• To administer Microsoft 365; Exchange; Teams, SharePoint and Identity.
• To carry out user account management using Active Directory Users.
• To resolve incidents with printers, copiers, and scanners.
• To proactively monitor the Sophos Administration Console, ensure that virus definitions are up-to-date, and disinfect PCs as required.
• To deploy applications, and operating systems; and apply updates using Microsoft System Centre Configuration Manager (SCCM).
• To manage the corporate Avaya telephone system, resolving issues either directly or with assistance from our support company.
• To pro-actively monitor the Ruckus Managed Wireless Console, resolving issues with endpoints and user's connectivity.
• To carry out staff inductions on the IT Systems and train end users as required.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
• To create, maintain and publish relevant support documentation to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Person Specification Education Attainment
• General Secondary Education or equivalent (English and Maths essential)
• Professional Qualifications (Desirable)
• Microsoft 365: Teams Administrator Associate
• ITIL V4 Foundation
Knowledge and Experience Essential
• Minimum of two years' experience in a 1st, 2nd Line IT Support role
• Working knowledge of Microsoft Windows (desktop and server) and MAC client software.
• In-depth knowledge of Microsoft Office
• Excellent IT skills and computer literacy
• Previous experience in a customer service role
Desirable
• Experience of the following:
• Microsoft Office 365
• Microsoft System Centre Configuration Manager
• Sophos Enterprise Console
• Capita SIMS
• Avaya IP Office Telephone System
• Previous experience working with students or within an educational environment
Skills and Personal Qualities
• Excellent communication skills to enable effective dialogue with colleagues, staff, visitors and where applicable, students
• Organised and self-motivated, with a proven record of meeting targets and deadlines
• Able to perform well and remain professional whilst under pressure
• Dedicated team player, who strives for excellence and leads by example
• Tactful and discreet, whilst mindful of observing Safeguarding and professional standards
• Displays a smart and professional appearance, representing the school in a positive manner
• Well-developed problem-solving skills
• Enthusiastic, with an eagerness to learn new skills and a commitment to personal continuous development
• High level of accuracy and attention to detail
• Self-motivated and able to work alone without direction
Benefits: As well as an inclusive and supportive work environment, and a stunning location benefits also include: School holidays / term time only working, a generous pension scheme, heavily subsidised canteen, free on-site parking, and a 24/7 Employee Assistance Program. Please note that Mary Hare adheres to Safer Recruitment Standards and as such all applications must be made via the Mary Hare website and using the Mary Hare Application Form. Applications will only be considered via a completed Application Form; CV's cannot be accepted. Mary Hare | Arlington Manor | Snelsmore Common | Newbury | Berkshire | RG14 3BQ This School is committed to safeguarding children and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment. All shortlisted candidates will be asked to complete a criminal records self-disclosure form and successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks. We are committed to securing genuine equality of opportunity in all aspects of our activities as an employer and education provider. The role you are applying for is 'exempt' from the Rehabilitation of Offenders Act 1974


• General Secondary Education or equivalent (English and Maths essential)
• Professional Qualifications (Desirable)
• Microsoft 365: Teams Administrator Associate
• ITIL V4 Foundation
Knowledge and Experience Essential
• Minimum of two years' experience in a 1st, 2nd Line IT Support role
• Working knowledge of Microsoft Windows (desktop and server) and MAC client software.
• In-depth knowledge of Microsoft Office
• Excellent IT skills and computer literacy
• Previous experience in a customer service role
Desirable
• Experience of the following:
• Microsoft Office 365
• Microsoft System Centre Configuration Manager
• Sophos Enterprise Console
• Capita SIMS
• Avaya IP Office Telephone System
• Previous experience working with students or within an educational environment
Skills and Personal Qualities
• Excellent communication skills to enable effective dialogue with colleagues, staff, visitors and where applicable, students
• Organised and self-motivated, with a proven record of meeting targets and deadlines
• Able to perform well and remain professional whilst under pressure
• Dedicated team player, who strives for excellence and leads by example
• Tactful and discreet, whilst mindful of observing Safeguarding and professional standards
• Displays a smart and professional appearance, representing the school in a positive manner
• Well-developed problem-solving skills
• Enthusiastic, with an eagerness to learn new skills and a commitment to personal continuous development
• High level of accuracy and attention to detail
• Self-motivated and able to work alone without direction
  
  Mary Hare educates 168 profoundly deaf children at its residential school in Berkshire and we pride ourselves on our pupils' achievements at GCSE, A Level as well as B Tech and Vocational Courses. We offer the opportunity to teach highly motivated children, in small classes, where you can make a real difference at this national centre of excellence for deaf education. No knowledge of sign language is required, as we follow an auditory/oral philosophy.
  
  As well as an inclusive and supportive work environment, and a stunning location benefits also include:
School holidays / term time only working, a generous pension scheme, heavily subsidised canteen, free on-site parking, and a 24/7 Employee Assistance Program.