IT Support Technician

To support One Education's customers by providing high-quality technical support at 1st line level. Work as part of a core team of IT Support Technicians, based predominantly in the field, but supporting our customer facing service desk where required.

Main Duties:

1. Provide 1st line technical support to customers, predominantly in the field, assisting them with a range of requests by phone, email, and in person. To escalate queries to the relevant team member or external support provider for resolution where necessary.
2. To ensure that support calls are logged on the service desk platform and resolved in a timely fashion in accordance with IT service and operational level agreements (SLA/OLAs).
3. Know and understand the measurable service delivery targets (KPIs) relating to the support services offered to our customers and be proactive in ensuring that these are achieved.
4. Liaise effectively with key stakeholders whilst conducting site visits/technical support.
5. Monitor customer server estates utilising remote monitoring and management tools to pro-actively identify faults.
6. Monitor customer network backup services utilising a cloud-based management platform.
7. Perform proactive maintenance including the routine checks of IT services to ensure normal operation.
8. Work as part of a core team of predominantly field-based IT Support Technicians.
9. To provide support and guidance to the first line support staff across the IT team.
10. Provide ad-hoc on-site support to customers as required by the IT Support Manager.
11. Create and maintain customer documentation.
12. To be responsible for your own performance and encourage best practice across the wider team.
13. Identify and report service improvement opportunities.
14. Provide over-the-shoulder training to customers and colleagues to facilitate autonomous working.
15. Actively promote the company and its services including identifying and reporting sales leads.

General Responsibilities:

1. To take responsibility for your own personal development and update knowledge and skills, with support from One Education, to perform the role at an effective level. To undertake such training as is deemed necessary to improve personal performance and knowledge.
2. To implement positively and ensure compliance with One Education's policies, procedures, codes of practice and initiatives relating to Equality and Diversity, Customer Care, Health and Safety, Data protection and confidentiality of information and financial regulations.
3. To respond to complaints positively and professionally and refer them to the appropriate person for acknowledgement and resolution.
4. To perform duties not specifically identified in the job description but which are in line with the general responsibilities of the post.
5. The IT Support Technician may, on occasion, be required to work flexibly. Examples of the type of work requiring flexible working are (a) software or upgrade installation, testing, and (b) dealing with emergencies such as virus removal, IT system failure, or disaster recovery. This is occasional only.

Person Specification:

- Excellent communication (strong written and verbal skills)
- Excellent customer service skills (willing to go the extra mile)
- Excellent time management
- Have an interest in learning about current, new and future technologies
- Ability to take ownership of a task or project to see it through to completion
- Ability to work under own initiative and as part of a small team
- Strong problem-solving skills
- Ability to manage and prioritise workloads
- Ability to meet deadlines and prioritise conflicting demands
- Ability to work under pressure
- Attention to detail

Essential Requirements:

- Demonstrable experience working in a technical support role
- Proficient in Microsoft Active Directory and Group Policy
- Proficient in Microsoft Windows operating systems up to and including Windows 11
- Practical application of server virtualisation (HyperV and/or vmWare)
- Practical application of Microsoft Server operating systems up to and including Server 2022
- Fundamental understanding of networking principles
- Fundamental understanding of backup principles
- Fundamental understanding of DNS and DHCP