3rd Line Technician

As a 3rd Line Technician, my key tasks will include: 1. ICT Support Service On-Site: - Under the guidance of the Network Manager, I will provide specialist ICT support to establish and maintain high-quality learning facilities. - I will act as the "second in command" to the Network Manager and potentially lead a satellite site, showcasing my ability to work independently. - Using my specialist skills and experience, I will support staff and pupils' ICT needs, maintain specialist equipment, and demonstrate its safe and effective use. - I will effectively communicate technical information, implement agreed work programs under senior guidance, manage stock within budget, and mentor junior colleagues. - I will comply with policies relating to child protection, health, safety, security, and confidentiality. 2. Technical Expertise: - Monitor the onsite helpdesk to ensure ticket resolution meets quality and quantity within SLA. - Resolve support tickets at all levels, set up and maintain complex physical and virtual Windows server environments, and troubleshoot network and switch management. - I will install hardware and software, manage Mobile Device Management in Apple environments, perform maintenance tasks for user accounts, and develop network monitoring reports. 3. Processes: - Follow acceptance test procedures for new ICT equipment, update records of installed hardware/software, and transfer IT equipment as needed. - Adhere to disaster recovery and maintenance plans, implement backup and virus protection processes, and accurately record diagnostic information. 4. Checks: - Conduct regular checks on client systems including disk space, backups, event logs, and storage. 5. Collaboration and Time Management: - I will monitor the educational environment for emerging technical risks and opportunities while managing my time effectively between reactive support and proactive projects. - Deliver open-door IT leadership and develop relevant health and safety procedures.