Job Objectives:

·       Achieves and maintains a thorough knowledge and adherence to established Education Development Trust policies and procedures regarding Ed Dev Trust IT operations.

·       Responds to all IT support requests within the stipulated timelines and providing 1st and 2nd Line Support

·       Escalates and follows Service desk requests to other IT staff as need be

·       Manages IT equipment and maintains up to date inventory

·       Manages and monitors IT infrastructure (Power, Servers, LAN and WLAN networks (Meraki), Firewalls, and network equipment) and ensures highest performance

·       Maintains and monitors communication infrastructure (Email server, Email firewall, Internet, Telecommunications)

·       Resolves infrastructure requests escalated from users

·       Liaise with the SSA IT team for the necessary IT support needs

·       Plans for and delivers IT training to TARGET Education Development Trust staff

·       Maintain the current IT environment; principally end user’s hardware and cloud services (Office 365, SharePoint and Freshdesk)

·       Administers and maintains information security including systems access, permissions, and restrictions.

·       Administers and manages the anti-virus system ensuring all systems are up to date

·       Administers and manages user accounts including remote users (Office 365)

·       Resolves system admin requests escalated from the field

• Keep up to date with software and hardware developments to provide a professional service to all

• Install and deploy desktops and Laptops using Ed Dev Trust standard images

• Ensuring workload issues are escalated where necessary to line management

• Monitor security of all technology ensure data/information security is maintained (e.g. through up to date antivirus software) and ensure all hardware is disposed of securely

·       Other IT duties as assigned by Global IT Service Operations

Any other reasonable duty as may be assigned that is consistent with the nature of the job and the safe and effective operation of the organization.

Scope:

• Working hours according to the requirements of the location supported

• Flexible working will also be required including some out of hours work

• Provision of remote/telephone support to international offices to cover annual leave and/or sickness

Job Requirements

Person specification:

Knowledge

Essential:

• A first degree in an IT related discipline

• Excellent knowledge of Office 365

• Good knowledge of Windows Operating Systems, Sharepoint and other common software packages

• Desktop and Laptop hardware familiarity

• Understanding and application of information security protocols and systems

• Desirable:

• An understanding of IT used in education and educational context

• ITIL awareness

• Cisco or MS Networking Professional

• Microsoft Active Directory user administration

• BWO ERP admin

Experience

Essential:

• Minimum of 5 years previous experience working in a customer service environment

• Use of an incident logging system

• Supplier management experience with specific focus on dealing with third party suppliers of Telecoms, Hosting partners and outsourced services

• Experience of working in an IT Support capacity in a medium or large organisation

• Desirable:

• History of working to service level agreement targets

Skills

Essential

• Excellent customer service and telephone skills

• Can think creatively and problem solve

• Good communication skills, including written and verbal interpersonal skills

• Self-motivation, effective time management

• Excellent level of spoken and written English

• Effective time management and organisational skills

• Must be able to use initiative and work under pressure

• Desktop and application troubleshooting

• Desirable:

• Excellent Communication skills at all levels through all platforms

• Ability to work individually or as part of a team

• Ability to train end-users in application and use of software package

  How to apply:

  Please follow the below to apply for the position:-  CLICKHERE