This role is based at Cardinal Vaughan Memorial School, Holland Park, London. The role is to work with Capita, the school and any feeder schools or schools looking to join the CVMS Trust to deliver ICT Service Excellence to the staff and pupils of the school/Trust.

Working with wider teams within Capita and the Junior on-site ICT Technician, this role is about providing day to day management of the school’s/Trust’s ICT systems to ensure a robust and stable platform for the delivery of teaching and learning and the growth of the school into a sustainable Trust.

Priorities and tasks will be managed in partnership with the school/trust Senior Leadership Team with escalation into Capita teams for more complex issues/advice, as needed.

Objectives:

• To be accountable for the on-site daily management of the ICT Systems and Services of the client, ensuring that Service Level Agreements are attained
• To provide excellent technical support and first-class customer service with a high degree of customer satisfaction, delivered with honesty, transparency and respectfulness, in line with Capita values.
• Responsible for the management of Incident requests ensuring that all aspects of Capita Quality assurance and Best Practice are adhered to, in accordance with ITIL principles
• Work pro-actively to continually improve the ICT environment, to meet or exceed the school’s/Trust’s educational and administrative requirements, via continual service improvement programmes
• Work in partnership with the School/trust leadership team to support the expansion of the Trust into additional schools/locations, focusing on the existing ICT systems and the associated Change processes
• To be the prime point of contact for the management of service availability for students and staff to meet the school’s/Trust’s requirements for Teaching and Learning

Key Tasks:

Organising and delivering 1st and 2nd line customer facing and remote technical support, in a reliable, friendly and open manner. Working effectively under pressure to provide an excellent level of service, with a proven track record in a management position within an onsite education support environment.

The Senior Onsite ICT technician will be responsible for the delivery and maintenance of the following core tasks:

• Ensure all Onsite Service Levels and Key Performance Indicators are met
• Follow Incident, Problem and Change Management processes and be able to demonstrate their effectiveness, as defined by ITIL.
• Provide mentoring and guidance to the junior ICT support technician/s based within the School’s/Trust
• Maintain relationships with 3rd party suppliers working in collaboration with educational Facilities Management teams and the school/trust SLT
• Ensuring preventative maintenance of all contractual ICT Managed Service assets is performed and documented
• Pro-active monitoring of all elements of ICT infrastructure to enable the successful operation of the School/Trust’s ICT systems/services
• ICT Asset Management – ensuring the movement of contractual ICT assets are controlled and centralised asset registers are updated accordingly. 
• Ensuring adequate levels of hot swap stock, consumables and spares are maintained and requirements are communicated to the School’s/Trust’s Finance function.
• Ensure the School’s/Trust’s standard Windows image is current and supported.
• Delivering a timely client reimaging process in conjunction with SLAs
• Plan and deliver a pre-term ICT infrastructure review to ensure that service availability and security is at the highest level attainable prior to school term commencement
• ICT Equipment Disposal – ensuring that disposal of educational ICT equipment is controlled and performed in conjunction with approved 3rd parties and amendments made to the ICT Asset Register, as prescribed by the School’s/Trust’s SLT.
• Accountable for the updating and maintenance of the Onsite Engineering Knowledge Base toolset to ensure that known errors are available to assist in future reduction of Incident resolution times
• Key Stakeholder Meetings – work with educational key stakeholders to ensure that their ICT requirements are being met and enhanced. Progress improvements by assisting the Service Delivery Manager with Continual Service Improvement Plans
• Work in conjunction with the school/trust to support end user training sessions, update of desktop and website FAQ’s and User ICT reference material
• Working with the educational key stakeholders to maintain the availability of ICT equipment during critical curriculum periods
• Work with the School/Trust and wider Capita educational teams to manage and develop all aspects of the ICT system and to jointly develop an ICT strategy for the school/Trust

People Managerial Responsibility:

Mentoring and guidance of junior on-site ICT technician and any other junior ICT staff which may join the service

Escalation of any issues/concerns in relation to any Capita personnel to relevant line management

Qualifications, work experience:

Essential

• 3 Years+ customer facing onsite support experience in an Education IT support role
• Detailed knowledge of Microsoft Operating Systems including, Windows 10 and Windows Server 2012/2016/2019 (including virtual & physical server applications) products.  Administration & support experience of Microsoft applications including Office, Microsoft 365 (OneDrive, SharePoint, Teams, etc), Google Classroom, SCCM/MDT and DPM
• Detailed working knowledge of backup technologies and recovery processes
• An understanding of LAN/WLAN topologies

Desirable

• Experience of Internet Filtering
• Knowledge of Apple Mac support in a network environment
• Understanding of educational MIS products
• Awareness of associated non-ICT education specific applications, such as access-control, CCTV, visitor management systems, user-provisioning tools, etc.

Knowledge (Language, IT Skills, etc):

Essential

• Active Directory support & administration
• Group Policy support & administration
• Windows Server 2019 (and previous versions)
• Hyper-V / VMWare
• Microsoft 365 / Azure Active Directory / SharePoint / Teams / OneDrive
• Antivirus Management (Sophos)
• TCP/IP, DNS, DHCP, WSUS, MECM (SCCM)
• Physical Network Infrastructure
• Certificate Infrastructure
• HP/Dell Server Hardware Support
• Print Management applications and support
• The ability to compile incident reports
• The ability to compile service status reports
• Able to manage incidents against SLA, including timely escalation of calls
• Awareness of basic security principles and GDPR and the implications for educational establishments

Desirable

• Awareness of the UK Government’s Keeping Children Safe in Education agenda
• Proactive network monitoring and alerting tools
• Card based systems E-Registration / Cashless Catering / Access Control
• Encryption products (TPM/BitLocker)
• SIMS
• Wireless network management
• Basic commercial awareness

Behaviours:

• Self-motivated and able to motivate others, a team player, leader, resourceful and enthusiastic individual
• To develop and maintain excellent working relationships with our customers and to always maintain a professional corporate image
• Be willing to assist in training workshops and to provide customer feedback to System Support and Service Desk teams
• Attention to detail
• Excellent organisational and communication skills are required, up to senior leadership level
• Have the desire to improve and develop technical skills and career progression 
• Experience in incident logging, handling, requests of all types and faults in an accurate and professional manner
• Must have strong customer service skills, someone who can work under pressure to deliver a high standard of service at all times
• Able to adapt to a changing environment
• Aptitude for imparting knowledge to others
• Able to provide positive customer service through clear, concise communication
• Ability to tailor communication to non-technical staff
• Set realistic customer expectations and ensure you are able to deliver on them.
• Demonstrate resilience and be firm in their convictions
• Empathy for staff/teachers
• Works in accordance with Capita Values

About us

At Capita IT Services, we’re connecting people to the services they need the most, from application and service management, to data-centre and cloud capabilities. We’re delivering innovative digital and managed services to customers across the UK, including the NHS, DVSA and BAE Systems. Our teams are helping the West Midlands Police to deal with more than 2,000 calls a day and securing data for Energia customers in Ireland. Join us and discover better ways to support the digital and IT needs of the future.