IT Support Technician

Job Description 

We are seeking a dynamic, energetic and knowledgeable IT Technician to join our IT Services Team. The ideal candidate will demonstrate good working knowledge of various IT disciplines and will have a passion for IT and supporting others. The role entails Helpdesk and in-person support to College stakeholders across the breadth of the IT Service offer. This is a hands-on role which is varied and includes supporting large IT capital projects and ensuring stakeholders have access to functioning IT, resolving IT incidents (software and hardware) and supporting staff in their everyday IT use, in order to promote an excellent standard of IT for both teaching and learning and business support functions. A key focus of this position will be assisting the College's IT Services team with a major upgrade project to Windows 11 across both Rochdale and Middleton Campuses. Experience in an IT Support and/or an IT Service Delivery role is essential.

Key Responsibilities

• To provide 1st / 2nd line technical support for all network connected hardware and software including:
• Supporting an infrastructure including: VDI, Desktop PC / Thin Clients, Backups, Wi-Fi, Switches, Routers, Firewalls, Servers and other IT peripherals.
• Deliver an outstanding IT service that is highly customer focused, responding to requests for support in line with department service level agreement.
• To continually improve through self-development; researching existing and new technologies to ensure current and future provision meets the needs of the College.
• Provide a consistent and highly responsive customer centered service to all College IT users, and manage the timely execution of customer requests, taking a systematic approach to achieving department standards and targets.
• Maintain effective communication with customers ensuring their needs are fully understood and they are kept informed of progress when completing tasks.
• Work as a team to provide support to colleagues in IT services and the wider college community, to carry out department objectives and work plans, in particular when providing cover, planning network improvements, maintenance, upgrades and capital projects, in and out of term time.
• Strong commitment to maintaining business continuity and implementing capital projects.
• Under the direction of the Head of IT, maintain network availability to all system users and perform all necessary maintenance.
• Install, configure, and support College IT hardware and software. Manage the hardware and software environment to ensure 24 * 7 *365 availability to both Staff and Students.
• Perform daily management of the College backups and file archives stored on the network to assist with disaster recovery and business continuity.
• Assist in maintaining the operating system and security software utilised on the network, including the addition of new users to the network and establishment of rights and privileges.
• Manage the change control process following College guidelines to minimise downtime to end users.
• Strong and regular commitment to CPD and maintaining up to date technical knowledge and expertise, to effectively deliver the role and meet department and organisational objectives.
• Any other duties of a similar level of responsibility as may be required.

Skills, Knowledge and Expertise

Qualifications

Essential Criteria

Educated to a minimum of a Level 3 qualification.

How Identified: Application

Desirable Criteria

Professional IT related qualification i.e. Cisco, Microsoft, ITIL or PRINCE2

How Identified: Application 

Experience

Essential Criteria

Minimum of 1 years providing 1st / 2nd line support in a large virtualised environment using Microsoft Servers and Windows clients.

How Identified: Application

Specialist Knowledge

Essential Criteria

1 years’ experience of supporting the following technologies at a 1st / 2nd line level:-

Large, complex virtual server infrastructure

Large, complex virtual desktop infrastructure

Enterprise server & storage (SAN) Solutions

Backup and disaster management solutions

Microsoft server infrastructure: - E.g. Active directory, Group policy, re-directed documents

Microsoft Cloud: Exchange, SharePoint, Skype for Business, Teams

Local and wireless network switching, patching and cabling

OS support including Windows desktops / Microsoft Office

How Identified: Application/ interview

Desirable Criteria

1 years’ experience of supporting the following technologies at a 1st / 2nd line level:-

Virtual Server Environment

Virtual Desktop Environment

Thin client deployment

Network Storage Solutions

Enterprise Firewall solutions

Microsoft server infrastructure: - Forefront Identity Manager, SCCM

Cisco LAN switching and programming/DNS/IPv4 and v6, PoE, etc.

Wireless Technology

IP Telephony

How Identified: Application