Job Title: Support Technician 

Reporting to: Technical Manager and Senior Technician 

Department: Technical 

Working hours: Monday – Friday 08:30 – 17:00

Location: Stockport (with weekly travel to our Head Office based in Bromborough)

Salary: £20,000.00 – £24,000.00

 

 

Overall Purpose 

The role of the Support Technician is to provide first line support to hi-impact customers across various sites, whilst updating the office management team on any customer or technical changes.  The Support Technician is responsible for resolving technical issues, meeting customer expectations and service delivery demands.  The Support Technician will support customers over the phone, through email / tech tickets and on the customer premises.  

Main Activities

  • The IT Support Technician will be responsible for numerous primary schools in the Stockport area with weekly travel to the Bromborough office.

 

  • Prioritise work load whilst on customer sites, ensuring tech tickets are resolved in a timely manner, reviewing backups and maintaining positive rapport

 

  • Remain resourceful when recommending IT software products, liaising with the hi-impact office manager providing detailed and accurate technical specifications to organise cost effective quotes

 

  • Assist with or complete install, maintain, administrate and update Windows server and work station software 

 

  • Assist with or complete install, maintain and update mobile devices in the schools such as iPad and android tablets  

 

  • Assist with or complete install, maintain and administrate the infrastructure including switches, wireless systems and routers

 

  • Install and maintain printers, scanners and other peripherals 

 

  • Liaise with the curriculum team to ensure all equipment and software as requested is prepared for prior to the session going ahead

 

  • Being available for schools to use a Technician Teaching Assistant, supporting with green screen, creating podcasts, after school clubs whilst liaising with the curriculum team advising of days used 

 

  • Write detailed reports and process head office paperwork including AROG’s (acknowledgement receipt of goods) after each customer visit and send to Technical Manager or specified recipients
  • Keep head office management team up to date with customer issues, outstanding jobs ensuring urgent tasks get escalated as a priority 
  • Ensure all school information is regularly kept up to date including passwords, internet providers and IT systems, allowing technicians to gain access in the absence of sickness or holidays 

 

  • Audit existing and new framework of new schools, providing accurate reports to Technical Manager

 

  • Utilise scheduled DES for Development and Emergency Support, assist the tech team with internal or external IT issues, covering colleagues during annual leave or sickness
  • Knowledgeable in operating systems including; Windows server, Active Directory, Windows 7/10,  Microsoft Office 
  • Understand DHCP, DNS, Group Policy and wireless infrastructure 

This is not necessarily an exhaustive list of all responsibilities and duties associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. 

General Responsibility 

  • Maintain company kit bag
  • Positively promote and work in line with GDPR company requirements and Work in line with the Health and Safety at Work Act 1974 and all other relevant United Kingdom and European Community Directives and Statutory Regulations
  • Be familiar with Safeguarding requirements as outlined in the Safeguarding Policy and comply with its requirements to safeguard and protect the welfare of children, young people and vulnerable adults

How to apply

Before applying to this role please ensure you add a short cover letter above your CV. In your cover letter, please ensure you have covered the following:

  • Why are you applying for this role
  • What you will bring to the role
  • What you hope to gain from your experience with hi-impact

Send application to [email protected]