IT Technician - Reed : Job Details

• Job Type: Full-time
• Location: Croydon
• Salary: Competitive

A new exciting permanent IT Support Technician role has become available working with a leading education federation, to provide high-quality technical support and project-related activities across their Croydon office and various academies.

This role involves serving as a roaming technician to cover short-term absences and vacancies, offering an extra pair of hands when needed, and ensuring the continuous delivery of excellent IT services aligned with ITIL standards.

Day-to-Day Responsibilities:

• Provide technical IT support, advice, and guidance in accordance with ITIL 
• Log all IT support needs appropriately on the Service Management system and maintain ownership of Academy IT support tickets.
• Ensure IT support tickets are resolved within the target resolution time as dictated by the SLA.
• Re-route or escalate IT support tickets to the appropriate team as necessary and collaborate with 3rd line support, Project Managers, and other stakeholders for resolution.
• Identify, implement, and document workarounds for desktop-related problems within the Knowledgebase.
• Perform root cause analysis on recurring IT incidents to identify underlying causes.
• Manage and maintain Windows 10 based PCs, Laptops, Tablets, Apple OS iMacs, and iPads.
• Install, configure, and maintain computer peripheral equipment such as printers, interactive whiteboards, and projectors.
• Install and test new software and software updates/upgrades, ensuring compliance with software licensing regulations.
• Administer Active Directory user login accounts, Distribution, and Security groups.

Required Skills & Qualifications:

• Proven experience in IT support or a similar role.
• Familiarity with ITIL frameworks and principles.
• Strong knowledge of Windows and Apple OS, software installation, and peripheral device management.
• Experience with Active Directory and network infrastructure maintenance.
• Excellent problem-solving skills and ability to perform root cause analysis.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Benefits:

• Excellent opportunities for continuous professional development and support to progress your career.
• Annual performance and loyalty bonus.
• Pension scheme with generous employer contribution.
• 25 days annual leave plus bank holidays rising to 26 days after 2 years’ service, and Christmas Eve off for staff who work across the full year.
• Affordable electric car salary sacrifice scheme (up to 40% discount on car lease costs).
• Lifestyle friendly working arrangements and policies.
• Employee Assistance Programme for free and confidential advice.
• Cycle to work salary sacrifice scheme.
• Wide-range of shopping, leisure, and travel discounts, and exclusive to Harris employees, a generous 20% off at Tapi Carpets.
• Interest-free ICT and season ticket loans.

To apply for the IT Support Technician position, please submit your CV to be immediately considered.