Junior IT Technician Canterbury, England
Job description
ABOUT CATS GLOBAL SCHOOLS
CATS Colleges 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 several 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. 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 rotating within the schools 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
- To support the onsite Senior/IT Support Technician to deliver IT support function to staff and students.
- 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 their peers and line 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 to improve their experience and develop their skills.
- Provide high quality technical support to CATS Colleges 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
- As part of the apprenticeship, they would be expected to spend 20% of their time on their apprentice portfolio and to study for their apprentice exams.
- 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
OUR COMMITMENT TO INCLUSION AND DIVERSITY
We are committed to diversity, inclusion and belonging. Building on our core values – Pioneering, Persevering, People – we pledge to deliver a series of events, guest speakers and focus groups to make CATS Global Schools an employer of choice for all.
AND FINALLY
CATS Colleges 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.
