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Job description

ABOUT CATS GLOBAL SCHOOLS
CATS Global Schools (CGS) is a leading provider of pre-university academic courses and English language courses in the UK. We provide programmes including A Level, IB and University Foundation, as well as English Language Study, to a growing number of international students seeking to win places at UK universities.

We operate a number of different educational brands: CATS Colleges in Cambridge, Canterbury and London; CATS Academy in Boston; Cambridge School of Visual and Performing Arts (CSVPA) and Stafford House English language schools and study holidays. On top of this we have 3 independent schools, St Mike's in Llanelli, Wales, Bosworth Independent College, Northampton and Bournemouth Collegiate School, Bournemouth. We benefit from being part of a global team focused on teaching and learning.

OVERVIEW OF THE JOB
As part of the IT Services department, the primary objective of this role is to deliver a high-quality support service to the CATS Global Schools community. This is principally a customer facing role working within the local school as well as the wider community and Head Office (based in Cambridge). Therefore, excellent interpersonal skills and a focus on quality customer service are essential. Technicians will typically operate as part of the larger team and will be expected to operate independently for level 1 support calls and BAU activities within the support service. The expected working hours will be defined in the contract, however, for guidance it will be between 8am-5.30pm for example, 8am to 4.30pm or 9am 5.30pm.

REPORTS TO
You will be directly responsible to the IT Operations Manager.

MAIN RESPONSIBILITIES OF THE JOB

Support Functions

• Technicians will be technically self-sufficient with a broad base level of knowledge across many technology fields and provide 1st and some 2nd line support functions for routine support issues.
• To actively develop skills and receive development advice, training and mentoring from more senior staff.
• To be responsible for developing their technical skills in each area of technology, under the guidance of the IT Operations Manager. At this stage level technical specialism is not required, although Technicians will be encouraged to identify prospective areas of interest where their development should be focussed.
• Monitor, prioritise and resolve the incoming support calls from staff, liaising with IT colleagues and other staff as required
• Escalate difficult or intractable problems to more senior staff for resolution. Where possible they should also be involved in resolution activities for more difficult problems in order to improve their experience and develop their skills.
• Provide high quality technical support to CGS employees across a broad range of technologies
• Periodic out of hours working and provision of remote support will be required to meet the needs of a rapidly growing international organisation spread across multiple time zones
• Complete regular IT “Business as usual” (BAU) operations and checks such as backups and status checks, printer operations, and other reactive or proactive support and maintenance tasks necessary to ensure stability, security and performance of the infrastructure
• Ensure all documentation is maintained to the highest standard
• Ensure the digital security and safety of staff, students, systems and data at all times

Project Activities

• Report to CGS Project Management function on all aspects of project progress and delivery
• Report to CATS Colleges Senior Technical on all technical aspects of project delivery
• Where appropriate deliver the implementation of a particular work package or project activity
• Work under supervision or independently as required
• Technicians will, when working on projects, typically be responsible for a completing the rollout or implementation of a work package, or activity under the technical guidance of a Systems Administrator or Technician.
• Project implementation work must be completed to tight schedules and the highest levels of accuracy.
• The technology base is the Microsoft platform so knowledge of Windows 10, Office 365 along with good hardware knowledge and troubleshooting skills are essential.
• For reference Infrastructure technologies are also Microsoft Server Technologies (Server, IIS, MS SQL Server, Exchange, 365 and Teams), along with the supporting systems (AD, DHCP and DNS) and desktop technologies.
• Network systems include Citrix services, NetScaler, virtualisation, cloud computing and Meru wireless networks.

Technical Development and Leadership

• Develop and maintain a broad range of technical skills across CGS IT infrastructure
• Participate in the appropriate IT technology group(s) within Group IT, to develop skills and share best practice
• Focus at all times on technical excellence and attention to detail
• Ensure skills and information dissemination across IT teams

PERSON SPECIFICATION

• A keen interest in IT with a willingness to learn.
• Ability to consult and communicate effectively with both written and verbal skills
• Excellent people skills
• Pragmatic and flexible in approach
• Attention to detail
• Honest, open and inclusive personal style
• Professional, mentally resilient and calm under pressure
• Takes ownership
• Looks for a solution
• Goes the extra mile
• Follows-up & follows through
• Reliable
• ‘Can-do’ Attitude

AND FINALLY
CATS Global Schools are committed to safeguarding and promoting the welfare of our students and expect everyone connected with the organisation to share this commitment. All positions are subject to the satisfactory completion of safer recruitment pre-employment checks in line with KCSIE guidelines.

Job Type: Full-time

Salary: £22,000.00-£24,000.00 per year

Benefits:

• Canteen
• Company pension
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• On-site parking
• Referral programme
• Relocation assistance
• Sick pay

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Work Location: In person