IT Support Technician

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: Bournemouth Collegiate School,. Bosworth School in Northampton, St Michael’s School in Llanelli, Worthgate School in Canterbury, CATS College, Cambridge, Guildhouse School in London; CATS Academy in Boston; Cambridge School of Visual and Performing Arts (CSVPA), Stafford House English language schools and Stafford House 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, you’ll be part of a two-person team where the primary objective of this role is to deliver a high-quality support service to the school and the CATS Global Schools community. Therefore, excellent interpersonal skills and a focus on quality customer service are essential. IT Technicians will typically operate as part of the larger team and will be expected to operate independently for level 1 and 2 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.

While the role will be mainly based at your designated site, occasional travel to provide cover/technical support to other sites around the UK should be expected.

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 be responsible for the IT functions at their school. Taking responsibility to ensure both pro-active and re-active work is scheduled and delivered within SLAs.
Technicians will need to care about their work, care about the school and its users, both 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 the IT Operations Manager. At this 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.
Be able to own or escalate difficult or intractable problems to more senior staff for resolution. Where possible they should also be taking the lead to solve more complex support requests and expanding their overall IT knowledge.
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 daily checks such as comms room status checks, printer operations and other 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.
Be part of a rota to provide 24/7 out of hours IT support to the business. Usually this falls around one week in eight.
Support Technicians are the link between their school and the IT Team, so regular meetings with their school’s Senior Leadership Team members are expected in order to create and maintain effective working relationships.

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.

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

Benefits of working with us at CATS Global Schools:

• Free meals when on shift in the school canteen
• Contributory pension
• Tech Scheme
• Wagestream – Flexible payment programme
• Tusker Car Scheme
• Cycle to work scheme.
• Income Protection
• Death in Service
• Health Assist Programme
• Anniversary Recognition
• Enhance Maternity / Paternity

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. Shortlisted candidates will be subject to online checks which may include social media.

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