IT Support Engineer

Purpose of the position

The Senior Technician will be the first point of contact for IT Support incident escalation and problem management within the school and should be able to manage expectations when faced with unidentified faults and be able to clearly communicate how faults are being managed. The Senior Technician should take pride in responding quickly and effectively to all support requirements and take an open approach to helping everyone get the best out of the school IT Systems. As well as day to day support the whole team is also required to monitor all critical systems, such as anti-virus, networking equipment, server hardware systems, and respond to alerts generated by these systems appropriately.

Scope

Incident Response, Management and Escalation to ITSM All incidents (as defined in ITIL terminology) are every member of the IT Support team's responsibility and every member of the team should be prepared to respond to any type of incident. Incidents will for the most part be logged by email through the Eduplex helpdesk system, though they may be reported by phone and in passing. Where possible all incidents should be logged and investigated as soon as is practical.

• · Responsible for ensuring the incident workload is monitored and delegated appropriately.
• · Ensure the ITSM is kept informed of ongoing or serious incidents, as well as identifying underlying patterns. Where appropriate incidents can and should be escalated to the ITSM along with; detailed information regarding steps taken up to the point of escalation, planned or suggested further remedial steps and the impact of the incident. Problem Identification Diagnosis and Escalation Problems (as defined in ITIL terminology) will arise from time to time, it is important that all members of the support team are able to identify potential problems and take steps to verify the nature of a problem.
• · Create problem records and plan for verifying the nature of the problem set out.
• · Responsible for ensuring incidents relating to the problem record are flagged and that the Junior Technician is aware of the nature of the problem and any steps that might need to be taken to mitigate the impact of the problem.
• · Keep the ITSM informed of the progress of the problem resolution, and where appropriate, work with the ITSM on technical solutions to the problem. Mentoring Junior Technician The Senior Technician should have a broad technical knowledge and understanding of the School's IT Systems and is responsible for developing the knowledge of the Junior Technician.
• · Create opportunities for the Junior Technician to shadow the Senior Technician when responding to incidents outside the Junior Technicians scope of knowledge.

 · Manage these opportunities to pass on understanding and give exposure to the technical skills required to resolve incidents as well as the soft skills required to manage expectations.

• · Provide feedback to the ITSM on the training and development needs of the Junior Technician as part of the performance management process. Training School Staff The school makes use of many software packages and systems. From time to time it may be necessary to run training or induction sessions on these systems for new and/or existing staff.
• · Help identify training needs
• · Work with the IT Support team to put together "How To" guides, training materials
• · Deliver small, focussed training sessions, to help address skills shortages. User Account Creation and Management and User Permission Management The task of creating user accounts for students and staff will be shared across the IT support team.
• · Responsible for ensuring the day to day account creation needs are met and that appropriate security rights are maintained as required.
• · Understand and evaluate appropriate group membership requirements and the different rights each membership carries.
• · Work with the ITSM to assess the most effective method for bulk account creation
• · Assist in ensuring sufficient testing is undertaken to make sure the accounts work as required.
• · Effectively manage folder permissions ensuring sensitive information is only accessible by people who require access. Hardware Repair and Maintenance The IT Support team are responsible for deployment, maintenance and repair of all IT systems within the school. The team may also, from time to time, be asked to assist with maintenance on technical systems outside the IT Support team's direct remit, such as Door Access and CCTV systems.
• · Be able to take appropriate steps to diagnose hardware faults and as appropriate repair or maintain physical systems in a safe, ordered manner. General Systems monitoring There are a wide range of systems in place across the schools many of which provide alerts and notifications as to their state. The notifications generated by these systems are in place to provide early warnings of possible issues and to allow the IT Support team to proactively respond to possible systems issues.
• · Responsible for tracking these alerts
• · Work closely with the ITSM to identify fault patterns.
• · Support the Junior Technician in understanding the alerts and their potential impact Page 3 Documentation Documentation is one of the most important elements of the Senior Technician's role. Effective documentation of processes and systems will ensure there is knowledge available to share within the IT Support team and Staff and Students.
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