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Job description

About us

Drift IT Services was founded in 2005 and since then we have been committed to providing support to schools. The founders of Drift IT Services come from an education background starting their careers working in or with schools for many years prior to starting the company.

We started Drift IT Services because we recognise the importance of education and believe in making sure that schools get best value and service. Our goal is simple: To be there to help as many schools as we can by underpinning teaching and learning, allowing schools/teachers to get on with educating.

We have always strived to make sure our team is made up of people who understand and value the importance of education and enjoy building relationships.

Main Duties & Responsibilities will include:

• All tasks set within the realms of IT at both a Client’s location and internally within the Company.
• Maintaining the highest standards of service and conduct with Clients and visitors.
• Complete all regular scheduled tasks set in any Clients Service Level Agreement.
• Upholding and developing professional relationships with Clients.
• Seeking solutions in relation to IT problems faced on a day-to-day basis.
• Assisting and advising Clients on plans for their future IT requirements utilising the IT guide created and reviewed annually by the Company.
• To thoroughly complete all administration tasks set by management for both operational and HR purposes.
• Liaise with third party contractors as appropriate.
• Provide training and support in the use of new equipment and software to staff and apprentices.
• Ensure the successful backup and restoration of data and information.
• Identify internet security and virus infection risks and repair as necessary.
• Ensure that the Data Protection Act is supported in all areas of IT.
• Fully support the Managing Director and line manager with the implementation and continuing of daily routines and procedures.
• To assist Clients employed network administrators, coordinators and apprentices with the overall upkeep and monitoring of the school infrastructure.
• Perform maintenance tasks and troubleshooting on any Audio-Visual equipment.
• Oversee warranties; including taking responsibility for registering, returning and checking, any warranty repairs.
• Assist with IT management on all sites with the installation/reimaging of new and existing equipment.
• Work within the parameters of the level of access permitted by the Company or Client (this may include limited access to the site domain controller – Server/Cloud services).
• Ensure Client contact and network information is always up to date using the Company Management Information System (MIS).
• Raise, check, address and complete support tickets using the MIS.
• Raise and check quote and purchasing requests using the Company MIS/emailing system.

Customer conduct, responsibility and remote support:

• Promote positive and professional relationships with Clients.
• Care about the outcomes of the support you and the Company provide.
• Empathy with students and sympathetic to their needs.
• Proven literacy and numeracy skills.
• Good communication skills and ability to clarify and explain instructions clearly.
• Good organisational ability.
• Ability to apply knowledge skills from training (e.g. behaviour management, manual handling, safeguarding) in context and, where necessary, spread techniques and expertise to other staff and apprentices.
• Ability to establish and maintain good relationships and rapport with other colleagues in the school and external contacts with the school (e.g. parents, education psychologists, speech therapists).
• Ability to work independently and with initiative.
• Professionally discreet and able to respect confidentiality on particular issues.

Apprentice\Training Responsibility

• Mentor IT apprentices in Client locations, positively imparting knowledge and skills.
• Support apprentices by encouraging good communication and development of professional relationships with Clients.

General requirements of the post:

• To provide positive and consistent customer service to customers.
• To be able to organise your work and support other Helpdesk colleagues.
• To have a wide variety of IT support knowledge, including remote access, specialist school software, and to be willing to investigate and resolve uncommon IT problems.
• Ensuring effective time management.
• Adhering to all Health & Safety policies as set in the Company Health & Safety manual
• Adhering to all the Company policies and procedures as set in the handbook.
• To uphold professional standards, with particular regard to confidentiality, and respect for the feelings of students, parents and families.
• To perform any other duties commensurate with the level of responsibility of the post.
• Attend regular staff meetings as required by the Company.
• Attend and successfully complete mandatory training as required by the Company.
• Maintain a clean DBS security record.
• Maintain a clean driving license.
• Provide cover support for colleagues for sickness and holidays (includes onsite support).
• Promote positive teamwork and good communication within the Company.

Job Types: Full-time, Permanent

Salary: £23,000.00-£26,000.00 per year

Benefits:

• Company car
• Company events
• Company pension
• Free or subsidised travel
• Free parking

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• HAVANT: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• IT support: 2 years (required)

Work Location: In person

Expected start date: 01/07/2023