Job Description
The IT Technician will provide a reliable, responsive and secure IT service across Sutton & District Training (SDT), supporting the organisation's staff, learners and wider operational requirements.
The postholder will be responsible for the day-to-day management and maintenance of SDT's IT systems and infrastructure, providing first-line and second-line technical support, managing the NET Support system, supporting staff with hardware and software issues, setting up and maintaining new technology, and ensuring that IT systems remain secure, effective and fit for purpose.
A key responsibility of the role will be supporting SDT's ongoing cyber security and Cyber Essentials requirements, including maintaining appropriate technical controls, evidence and documentation and working with management to address identified risks.
The IT Technician will also oversee the technical and operational aspects of the SDT website, working with management and relevant staff to ensure that website content, functionality, accessibility and security remain appropriate and up to date.
The postholder will work closely with the Operations Manager, Senior Leadership Team, Quality Team, tutors and support staff to ensure that technology effectively supports teaching, learning, safeguarding, administration and organisational operations.
The postholder will contribute to the review and development of IT-related policies and procedures where appropriate.
Key Responsibilities
A. IT Support
- Provide timely and professional first-line and second-line IT support to all SDT staff.
- Respond to IT issues raised through the NET Support system, ensuring requests are logged, prioritised, progressed and closed appropriately.
- Diagnose and resolve hardware, software, connectivity, account and system issues.
- Provide technical assistance to staff experiencing problems with computers, laptops, monitors, printers, projectors, interactive equipment and other IT equipment.
- Support staff with Microsoft 365 and other organisational software and systems.
- Assist users with passwords, account access, permissions and basic system configuration.
- Escalate complex or specialist issues to external IT providers where required.
- Maintain clear records of incidents, resolutions and recurring problems.
- Identify recurring technical issues and recommend improvements to reduce disruption.
- Provide appropriate guidance to staff to improve their confidence and competence in using IT systems.
B. NET Support System
The IT Technician will have responsibility for the effective operation and oversight of the NET Support system, including:
- Monitoring incoming support requests.
- Prioritising requests according to urgency and organisational impact.
- Allocating and tracking support tickets.
- Ensuring staff receive appropriate updates regarding outstanding issues.
- Maintaining accurate records of resolutions.
- Monitoring outstanding and overdue tickets.
- Identifying trends and recurring technical problems.
- Producing management information where required.
- Ensuring the system remains an effective mechanism for reporting and managing IT issues.
- Developing guidance for staff on how and when to raise IT support requests.
Cyber Security & Cyber Essentials
The IT Technician will play a central role in maintaining SDT's cyber security arrangements and supporting the organisation to achieve and maintain Cyber Essentials certification.
Responsibilities will include:
- Supporting SDT's Cyber Essentials assessment and certification process.
- Maintaining evidence required for Cyber Essentials compliance.
- Ensuring devices and systems are appropriately configured in line with security requirements.
- Supporting the implementation of appropriate password and authentication controls.
- Monitoring software updates, operating system updates and security patches.
- Supporting anti-virus/endpoint protection arrangements.
- Maintaining appropriate user access and permissions.
- Supporting secure configuration of devices and systems.
- Identifying and reporting potential cyber security vulnerabilities.
- Supporting management in addressing identified cyber security risks.
- Maintaining appropriate IT security documentation and records.
- Supporting staff awareness of cyber security risks, phishing, password security and safe use of technology.
- Assisting with cyber security incidents and ensuring they are escalated appropriately.
- Supporting compliance with SDT's IT, Information Security, GDPR and Data Protection requirements.
- Working with external IT/cyber security providers where specialist expertise is required.
The postholder will not be expected to act as SDT's sole data protection or cyber security lead unless separately designated to do so. They will, however, have a significant operational responsibility for the technical controls underpinning cyber security.
Hardware & Technology
The IT Technician will oversee the installation, configuration and maintenance of SDT's technology estate.
This will include:
- Setting up new computers, laptops and other devices.
- Preparing devices for new staff and learners where required.
- Installing and configuring approved software.
- Setting up monitors, printers, projectors, interactive displays and other peripherals.
- Supporting classroom and teaching technology.
- Maintaining an accurate record of IT equipment.
- Supporting the replacement and disposal of obsolete equipment.
- Ensuring equipment is securely configured before being issued.
- Supporting the procurement of new IT equipment and technology.
- Advising management on appropriate technology purchases.
- Testing new equipment before deployment.
- Ensuring new technology is compatible with existing SDT systems.
- Supporting the introduction of new digital systems and technology across SDT.
- Maintaining appropriate asset and equipment records.
Staff IT Support & Training
The IT Technician will provide practical support to staff across SDT.
This will include:
- Assisting staff with day-to-day IT issues.
- Providing one-to-one support where appropriate.
- Developing simple IT guidance documents and user instructions.
- Supporting staff with new systems and technology.
- Providing basic training where required.
- Supporting staff to use Microsoft 365 and other approved applications effectively.
- Advising staff on appropriate and secure use of technology.
- Supporting staff with remote working and access to organisational systems.
- Promoting good IT security practice across the organisation.
The postholder should provide support in a patient, professional and non-technical manner, recognising that staff will have different levels of IT confidence.
Website Management
The IT Technician will have operational responsibility for overseeing SDT's website.
This will include:
- Maintaining the technical functionality of the SDT website.
- Liaising with website developers, hosting providers and external suppliers where necessary.
- Monitoring website availability and reporting technical problems.
- Managing appropriate website access and administrator permissions.
- Supporting the publication and updating of website content.
- Ensuring website content is appropriately formatted and accessible.
- Supporting management and relevant staff with website updates.
- Ensuring outdated or inaccurate information is identified and reported.
- Supporting website security and appropriate technical safeguards.
- Monitoring website performance and functionality.
- Supporting compliance with relevant accessibility and data protection requirements.
- Ensuring appropriate backups and recovery arrangements are maintained with relevant providers.
- Supporting the development of new website functionality when required.
The IT Technician will work with the relevant member of management or communications/marketing staff regarding content approval. The IT Technician will not have sole responsibility for determining organisational, curriculum or marketing content.
Systems & User Management
- Create, amend and deactivate user accounts in accordance with SDT procedures.
- Support appropriate allocation of system permissions.
- Ensure leavers' access is removed promptly following notification.
- Support onboarding of new staff from an IT perspective.
- Support the IT elements of staff induction.
- Maintain appropriate records of user access and permissions.
- Assist with Microsoft 365 administration where authorised.
- Support management of shared drives, cloud storage and organisational systems.
- Ensure access to systems is provided on a need-to-know basis.
- Report inappropriate or potentially unauthorised access immediately.
IT Infrastructure & Business Continuity
- Support the day-to-day reliability of SDT's IT infrastructure.
- Monitor network connectivity and report faults.
- Liaise with internet, telecommunications and IT service providers.
- Support backup and recovery arrangements.
- Assist with disaster recovery and business continuity planning from an IT perspective.
- Ensure critical IT systems and equipment are appropriately maintained.
- Respond promptly to significant IT outages.
- Assist with contingency arrangements where technology failure affects teaching or business operations.
Procurement & External Suppliers
- Provide technical advice when SDT is considering purchasing IT equipment or software.
- Obtain appropriate quotations where required.
- Liaise with external IT support companies and technology suppliers.
- Monitor supplier performance and report concerns to management.
- Assist with installation and implementation of externally supplied systems.
- Maintain records of warranties, licences and service agreements.
- Ensure new technology meets SDT's operational, security and accessibility requirements.
Knowledge & Understanding
The successful candidate will demonstrate knowledge of:
- IT hardware and software.
- Windows operating systems.
- Microsoft 365.
- Basic networking and connectivity.
- User account management.
- Cyber security principles.
- Password and authentication security.
- Software updates and patch management.
- Data protection and confidentiality.
- GDPR principles.
- Online safety.
- Cyber Essentials requirements.
- IT asset management.
- Helpdesk/ticketing systems.
- Website administration and content management.
An understanding of the particular IT and safeguarding requirements of a post-16 provider supporting young people with SEND and EHCPs would be highly desirable.
Skills & Abilities
The successful candidate will be able to:
- Diagnose technical problems logically and efficiently.
- Explain technical information clearly to non-technical staff.
- Prioritise competing IT support requests.
- Work independently and use initiative.
- Escalate issues appropriately.
- Maintain accurate records.
- Manage confidential information securely.
- Work calmly under pressure.
- Communicate professionally with staff, learners and external suppliers.
- Identify potential IT and cyber security risks.
- Implement practical solutions.
- Manage multiple projects and priorities.
- Demonstrate excellent attention to detail.
- Adapt to changing technology and organisational requirements.
Personal Qualities
The successful candidate will be:
- Reliable and approachable.
- Patient and supportive.
- Technically curious and willing to learn.
- Proactive rather than purely reactive.
- Security-conscious.
- Highly organised.
- Professional and trustworthy.
- Able to work independently.
- A strong team player.
- Able to maintain confidentiality.
- Committed to safeguarding and the wellbeing of learners.
- Comfortable working in a busy education and training environment.
Safeguarding & Safer Recruitment
SDT is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.
The successful applicant will be required to:
- Complete appropriate pre-employment checks.
- Provide satisfactory references.
- Complete an appropriate DBS check in accordance with the requirements of the role.
- Complete safeguarding and Prevent training.
- Comply with SDT's safeguarding procedures and Code of Conduct.
- Demonstrate an understanding of professional boundaries and confidentiality.
The IT Technician may have access to confidential learner and staff information and therefore must demonstrate a high level of integrity, discretion and professional judgement.
Role Boundaries
The IT Technician is responsible for the technical operation and support of SDT's IT environment, but does not replace the responsibilities of other designated roles.
The role should operate alongside, and in collaboration with:
- Operations Manager – operational oversight, resources, contracts and organisational priorities..
- Designated Safeguarding Lead (DSL) – safeguarding decisions, referrals and safeguarding governance.
- SENCo – SEND provision and learner support requirements.
- Study Programme Manager – quality assurance, compliance and quality improvement.
- Curriculum/Tutoring Teams – effective use of technology to support teaching and learning.
The IT Technician should escalate matters outside their technical authority rather than making decisions that belong to these designated roles.
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company pension
Application question(s):
- Do you hold a full clean driving licence?
- Do you own a road worthy motor vehicle?
Work Location: In person
