JOB DESCRIPTION. 3/4/5, NJC Points (progression to Scale 5 (points 22-25) will be dependent upon knowledge, skills and expertise.

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1 JOB DESCRIPTION Job Title: Unit: Grade: ICT Support Technician Technical Support 3/4/5, NJC Points (progression to Scale 5 (points 22-25) will be dependent upon knowledge, skills and expertise.) Overall Job Purpose As a team member in the Technical Support Unit, the post holder will play a key role in supporting the use of ICT in schools across North Wales. The post holder will initially be responsible for supporting a group of primary schools across the region, but may be given the opportunity, at some point, to support a group of secondary schools, if able to demonstrate sufficient knowledge, expertise and capability. A salary progression bar will be applied at point 21, until such time as the post holder will be given responsibility for supporting a group of secondary schools. The post holder reports directly to the Technical Support / Service Manager, but will take responsibility and accountability for their own performance against expectations and targets allocated to them by the line manager. In addition, they are responsible for developing knowledge and expertise in a range of technologies utilised in schools, which includes Windows client operating systems (Windows 7 & 10), server operating systems (Server 2008 & 2012), Active Directory management, Apple client operating systems (OSX), deployment of i-pads and Chromebooks, MDMs &VPP administration, TCP/IP, network troubleshooting and backup principles & data recovery methods. The role involves a high degree of direct contact with school staff, and staff within external organisations. This means that it is essential that the post holder builds a trusted and valued relationship with staff within the Councils and schools. Excellent communication skills are essential. The post holder will be expected to work on a range of tasks - both individually and as part of a team, and will contribute to the development, support, and implementation of high quality, cost effective IT solutions to meet a range of requirements in schools across North Wales. Principal Duties and Responsibilities The post holder will provide a comprehensive range of ICT support service to schools by undertaking the following tasks and duties : Primary Secondary Schools Schools Advise schools and clients on ICT developments, hardware refreshes and replacement Pre-configure equipment prior to delivery Enrol schools with online services as part of product purchases

2 Deliver, install and configure computers purchased by schools Deliver, install and configure peripheral equipment Deliver, install and configure servers Re-image and re-deploy equipment Configure computers, tablets and laptops to connect to online services Repair and maintain computers and peripherals Resolve physical network problems on site Resolve configuration based network/wi-fi problems on-site or remotely x Configure additional network equipment as part of purchase or repair x Resolve web filtering software problems x Resolve web application problems x Implement settings and configurations to enforce security standards Resolve server problems with : Windows Server 2003, 2008R2 and 2012R2 Microsoft Hyper-V X MS Exchange X WebDAV RD Gateway X IIS X Load Balancers X 3 rd party applications Smoothwall Web Filter x Configure applications and servers in accordance with client/3 rd party requirements x Provision virtual servers as required x Deploy software and associated settings Consult with schools to plan projects/disruptive works Install updates to a variety of software and hardware Perform weekly backup checks and restore as necessary Monitor server health using CYNNAL Server Monitor System Assist the cabling/networking installation team as required Manage users across a variety of systems e.g. Gweithio Gartref Join computers to domains Position in the organisation Reports to : Responsibility for staff : Financial resources : Physical resources : responsibility Information systems : Technical Support / Services Manager None No direct responsibility All hardware while in transit for delivery, responsible for van No direct responsibility

3 Physical Demands The post is partly office based (10%) - involving sitting at a computer desk, partly workshop based (10%), but mostly (80%) working in schools across North Wales, and at other locations, where driving for extended periods is required. The post holder will frequently be required to lift and carry equipment to and from the vehicle, and to work in awkward positions when removing and repairing PCs, printers, screens, network equipment etc. The post holder must attend Manual Handling, Working at Height training, Asbestos Awareness and other Health and Safety courses as arranged. Much of the work will be undertaken in school classrooms, with background noise and distractions. The post entails a high level of IT usage, which is over 3 hrs per day. The post holder will occasionally work in server rooms, which is an environment with humming noise (c. 84dB) which can be either warm or cool. When incidents or failures occur, the post holder can spend several hours within server rooms, which may generate heat or may have forced cooling. Mental Demands The post holder will be allocated a number of tasks for the coming day by a line manager. He/she has responsibility and accountability for their own performance in relation to undertaking these tasks, within the expectations outlined by the line manager. The post holder has the freedom to decide how to resolve most of the problems and tasks encountered on a daily basis in line with established ICT guidance and standard operating procedures. The post holder has a duty to manage their own performance against demanding targets, ensuring continuous improvement in their performance. They will be required to provide detailed feedback to their line managers on the completion / progress of incidents and allocated tasks (either at the end of the working day, or the beginning of the next day.) Interruptions to the planned work schedule will occur occasionally, and the post holder will be expected to react to ensure a speedy resolution of incidents. From time to time, the post holder will be faced with conflicting priorities, and will be expected to demonstrate an ability to prioritise how best to respond to the demands on his/her time, according to the severity and criticality of the task(s) presented. The post holder will have significant knowledge across a range of technologies used in schools and will be expected to resolve the vast majority of tasks/issues. Many of these issues will be presented without prior warning (i.e. whilst on site) and a decision will have to be made whether to record/log the task or attempt to resolve it immediately. Consideration will have to be given to the remainder of the work allocated for that day, and the consequence of responding / not responding immediately. Providing honest and comprehensive feedback about the progress of work is paramount. The post holder will regularly make recommendations to change existing procedures particularly in relation to the resolution of incidents methods of working. Existing procedures may be amended following the post holder s recommendations affecting work processes and/or the functionality of client systems. The post holder is required to rigorously adapt their own performance to achieve targets and drive processes towards continuous improvement.

4 ICT is an area of work which is continually subject to changes in technology and demands for increased functionality and performance of the systems. The pace of change is ever increasing leading to a greater potential for complex issues. The post holder is required to engage in a continuous personal professional development and is expected to provide solutions to problems encountered on a daily basis. The post holder will be required on occasion to work unsociable hours (i.e. before 9.00am and after 5.00pm), to accommodate project timescales, to implement system upgrades or introduce change that requires the work to be undertaken outside of normal service hours to minimise service disruption. Emotional Demands CYNNAL s Technical Help Desk is a facility for schools to log and escalate service and ICT issues, and staff are likely to encounter criticism of the provision and challenge to priorities or failure to resolve calls. This, when combined with limited resources and deadlines, can frequently create a highly charged and stressful environment. The post holder will need to make frequent and regular decisions relating to help desk and call activity, and consequently, his/her overall performance is directly attributable to those decisions. The post requires prioritisation of competing demands and high level of sensitivity and professionalism to develop effective working relationships. The post will also require resilience and problem solving skills The post holder must have excellent ICT, communication and interpersonal skills to work with people. The post involves direct contact (either in person or by telephone) with staff in schools, within the Councils and within CYNNAL. This interaction requires a high degree of courtesy, tact, clear articulation of instructions and authoritative application. The post holder must be able to take responsibility for their own area of work, and work with discretion and initiative over a very broad area. Language Requirements: The ability to communicate effectively through the medium of both English and Welsh. Working Arrangements and Conditions: Working week: Contracted hours: Spread: Identified work base: Monday-Friday 37 hours per week Flexible working hours : 7.30am 6.00pm Schools across North Wales Normal work location: Penrallt, Ffordd Pafiliwn, CAERNARFON, Gwynedd LL55 1BN Background checks : DBS / CRB checks are not currently required

5 Driving licence : Holidays : Transport : A full and valid driving licence is essential days per annum, depended on salary scale and continuous service A company vehicle will be provided, which can be used for home-work journeys. Personal use is prohibited. Exposure to disagreeable working conditions: Environmental : Aggressive / difficult clients: Work Flexibilities / Restrictions: Politically Restricted Post: Home / Mobile Phone provided: Protective Clothing provided: Normal office / schools environment. Periods of time may be spent in warm or cool, noisy server rooms. No Physically fit, to carry and deliver equipment to and from vehicle No Mobile phone for company use PPE as and when required Flexibility Your attention is drawn to the fact that in some cases particular duties and responsibilities are difficult to define, and may vary / evolve from time to time without changing the general nature of the post and level of responsibilities entailed. In addition, it is a requirement of all employees that they accept elements of flexibility in duties and responsibilities, and when necessary, interchange with other staff within the organisation - which will meet the needs and demands of the service. Such a requirement will enable the particular expertise of the post holder to be developed and maximised to the mutual benefit of both employer and employee. CYNNAL CYNNAL was established in 1996 by Cyngor Gwynedd and Ynys Môn County Council to provide educational support services for schools. By today, CYNNAL s main objective is to provide ICT support services delivered by a team of SIMS support staff, web designers, ICT technicians and networking technicians to schools across Anglesey, Gwynedd, Conwy and Denbighshire. The company employs 32 members of staff, and is divided into three distinct units : 1. The Technical Support Unit is responsible for procuring, delivering, installing, repairing and maintaining IT related equipment in schools. Support is based on service level agreements with each school, outlining the range and level of services that are offered. These will include: Sales and installation of equipment Repair and maintenance of equipment Fileserver support Network installation and support Training and workshops

6 Advice on the selection and purchasing of equipment Client officer role on behalf of the school Consultation service on the use of ICT in schools 2. The SIMS/ MIS Support Unit provide advice and support to schools and Local Authorities to fully utilize their Management Information Systems. This includes advising on the application of the software and the information it contains to support the management of whole school effectiveness, for example, assessments, attendance, finance, behaviour, timetabling etc. 3. The Web Design and Online Systems Unit develops digital educational resources, with expertise spanning web applications, websites, interactive activities, ibooks, video, graphic design, Moodle administration and creating Moodle courses. Date of preparation of this job description document : June 2016

7 Person Specification 1. Education and Training (The minimum educational requirements/professional or vocational qualifications for the post.) 1.1 Essential Educated to at least A Level (or equivalent), or a minimum of 2 years experience of delivering ICT support services. 1.2 Desirable Evidence of continued professional development in ICT. Have attended certified Cisco training courses Have attended certified Microsoft training courses Other recognised qualifications in ICT 2. Key Competence Requirements (Job related knowledge critical for effective performance) 2.1 Essential Ability to demonstrate an understanding of basic networking principles, client operating systems and mobile devices. Ability to demonstrate effective planning and organising skills. Excellent customer services skills, and a high degree of customer focus, ensuring that services are delivered which meet both current and future customer needs. Ability to produce quality documentation appropriate to relevant tasks such as, installation guides, technical documentation, etc. Ability to participate and contribute to projects. Clear understanding of the importance of high quality customer care, understanding the impact of issues faced by the customers. 2.2 Desirable Experience of working in a technical environment covering a wide range of ICT technologies Operate within a culture of effective performance management within their team, and rigorously manage their own performance, with a constant drive towards continuous improvement. Will have experience of involvement in IT projects. Experience of providing technical advice, guidance and support. Experience in undertaking research and development activities as designated by a team manager. 3. Personal Attributes (Personal values and characteristics which should be demonstrated in performing the duties of the post.)

8 3.1 Essential Committed to finding solutions to complex technical problems. Able to communicate issues and ideas in a concise and clear manner, both face to face and in writing Good interpersonal skills, with the ability to communicate effectively in both English and Welsh Self-motivated and able to act on own initiative Ability to maintain effective working relationships with team members, customers, suppliers, and colleagues in other public sector organisations. Capable of achieving targets under pressure and against tight deadlines 4. Personal Circumstances (Job demands which, if not met, could constrain effective performance in post.) 4.1 Essential Ability to drive to schools across North Wales, (valid full driving licence) A flexible approach to working hours Physically fit to carry equipment