IT Support Technician – 2nd/3rd Line Contractor

About the role

The IT Support Technician will provide 2nd and 3rd line ICT support across multiple schools in the UK. Working under the direction of the ICT Network Manager, you will resolve incidents, maintain hardware and network services, and ensure a high level of service for staff and students.

Key responsibilities

• Deliver 2nd and 3rd line support to school staff, students and head‑office users.
• Perform routine maintenance of computer hardware, servers and network equipment to meet availability targets.
• Respond to incidents and service requests via onsite visits and remote tools, adhering to agreed service levels.
• Install and configure approved hardware and licensed software following policy.
• Maintain accurate site documentation, including hardware and software inventories.
• Create, modify and deactivate user accounts in line with security policies.
• Monitor server backups and ensure data protection.
• Monitor physical and network security, reporting risks or incidents to relevant managers.
• Undertake any other reasonable duties as requested.

Required profile

• Exceptional customer service and communication skills, both written and verbal.
• Strong interpersonal abilities to work with colleagues at all organisational levels.
• Self‑motivated with effective time‑management, able to work unsupervised and under pressure.
• Methodical problem‑solving, analytical thinking and good judgement in escalation decisions.
• Experience establishing or improving IT processes and supporting teaching and learning environments.
• Ability to engage effectively with IT service partners and third‑party providers.

Required skills

• Windows Server 2012/2016/2019
• Windows 10
• Active Directory support
• Office 365
• LAN & WAN technologies, VLAN, wireless, DNS, DHCP
• SIMS.net and SOLUS3 support
• Mobile device support (Apple, Windows, Android tablets)
• AV and interactive board/screen support
• Shared printing solutions
• Desktop/Server hardware troubleshooting
• Apple device management