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The Anthem IT Technician will provide first line support to Anthem schools within the Thames Valley region, and largely based at Oakbank School. They will work closely with the National IT Team and the school to ensure the IT Service is being delivered according to the Service Level Agreement.

Reporting to the Service Desk Manager, the post holder will take an active role in supporting all central and local systems, ensuring compliance with the technical design standards across the estate.

Main duties and responsibilities

Desktop & Application Support

• To ensure that all incidents and requests are logged appropriately on the service management system
• To ensure that incidents and requests are resolved within the target resolution time and are documented within the system
• Notify school staff through the service desk of the status of any incidents and maintain regular communications until incident resolution
• Monitor progress of all incidents and requests against service level targets and respond promptly to staff requests for updates or resolution as appropriate
• Escalate any incidents to the Trust’s ICT team including 2nd and 3rd line support, project managers and other stakeholders to resolution
• To ensure any calls escalated to the National IT Team have sufficient information to allow them to resolve tickets escalated to them
• To ensure end user devices are imaged, updated, patched, secured, locked down as appropriate utilising the appropriate central system. Also, to ensure all applications are delivered automatically as well as ensuring up to date anti-virus/malware is run on all end user devices
• To ensure all devices are fit for purpose and up to date with relevant software.

Server, System & Network Support

• Where asked by the Infrastructure team, provide support for LAN, WAN, server and other centrally managed infrastructure issues within the academies
• Support the use of Office 365 and Azure tenant with the users
• Work with the wider team on IT projects as required
• Manage antivirus, software updates/patches to ensure that the network is up to date and secure
• Ensure all locally installed software or locally used cloud based systems are licensed appropriately.

Health & Safety

• Carry out risk assessments for Health and Safety for IT to ensure safety standards are met
• Follow relevant Health and Safety procedures and raise awareness among staff, pupils, and other users.

Configuration & Installation

• Ensure all compliance checks are being carried out in schools including Acceptable Use procedures and records of installed hardware and software within the software library
• Support other ICT colleagues in the installation and repair of hardware
• Ensure that new deployments and repairs are being fully tested.

Continuity, Maintenance & Security

• Ensure schools are keep up to date with their maintenance schedule; manage efficient implementation of backup, virus protection and security procedures, including Data Protection policies.

Service and Support Request Management

• Manage and resolve all requests for support where possible, and if required escalate the ticket to 2nd line in a timely manner
• Carry out all necessary and expected investigations and document these investigations in the ticket before escalating to 2nd line
• Make sure all requests for new projects or purchases are reported to the Head of IT
• Be proactive and investigate requests for support. Ensure steps are taken to find permanent solutions to problems.

Internal Support Arrangements & External Contracts

• Liaise with other Anthem ICT staff and external contractors to facilitate the resolution of service requests.

Personal ICT Development

• Attend and support staff training sessions, to increase personal understanding of how ICT is used in specific contexts
• Read academy policy documents, schemes of work and curriculum plans; attend relevant meetings
• Read online and published materials about the educational use of ICT; attend relevant meetings
• Regularly access key ICT education websites to keep abreast of changes and developments
• Maintain and extend personal expertise in specific areas of ICT to provide appropriate advice and support.

Safeguarding children and young people

• Anthem is committed to safeguarding and promoting the welfare of children and young people. We expect all staff to share this commitment and to undergo appropriate checks, including an enhanced DBS check
• Ensure that any safeguarding software is up to date, running and student accounts are correctly configured for their use.

Documentation

• Ensure that all appropriate documentation is kept up to date and stored appropriately
• Ensure that ICT asset registers remain up to date and are checked regularly.

These duties and responsibilities should be regarded as neither exhaustive nor exclusive as the post holder may be required to undertake other reasonably determined duties and responsibilities commensurate with the grading of the post.

Benefits

Our rewards and benefits package includes:

• Membership of Teachers Pension scheme.
• Access to Employee Assistance Programme offering free confidential support on a range of issues such as work, wellbeing, money, health, and legal advice.
• Cycle to work scheme.
• Access to Health Shield Health Cash Plan, optional scheme to pay a weekly or monthly premium to claim money back on everyday health care needs such as dentist, optical and physical needs.

The Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment.