Location
London, based at the Croydon office with travel to various Harris Federation Academies as required.

Hours
Full Time (hours not specified)

Salary
Negotiable

About the Role
We are seeking an ICT Technician to join our central IT team to provide high-quality IT support services and assist with project-related activities. You will work primarily from our Croydon office and support various Harris Federation Academies, covering short-term absences and vacancies as a roaming technician or providing additional support when needed. Your role is essential in enabling Group ICT to maintain excellent, ITIL-aligned IT services for our customers. Responsibilities include logging and managing IT support tickets, ensuring timely resolution in line with SLA targets, escalating issues appropriately, and collaborating with 3rd line support, project managers, and other stakeholders. You will also identify recurring incidents, perform root cause analysis, document workarounds in the Knowledgebase, and notify key contacts of major incidents affecting service delivery. The role requires a proactive, customer-focused approach to delivering IT support in a fast-paced, dynamic environment.

About Us
The Harris Federation is a leading multi-academy trust in England, operating 51 primary and secondary academies across London and Essex. With over 4,000 staff and 38,000 students, we are committed to providing outstanding education and improving life chances for young people. Our people are central to our success, and we foster a culture of collaboration, professional development, and career progression.

Rewards & Benefits
We offer a competitive rewards package including a Performance and Loyalty Bonus, Pension Scheme, Wellbeing Cash Plan, and extensive training and development opportunities. Our culture supports coaching, mentoring, and career planning at all levels, with a focus on creating exceptional learning environments and ensuring every child receives the best education possible.

Safeguarding Notice
The Harris Federation is committed to safeguarding and promoting the welfare of children. All employment offers are subject to an Enhanced DBS check and relevant safeguarding checks.

Equal Opportunities
We are an equal opportunities employer and value diversity among our staff and students. We are committed to providing a fair, equitable, and supportive working environment.

Experience
- Significant, recent experience in an ITIL-aligned IT support role, preferably within a school or educational environment.
- Proven experience supporting Windows 10 PCs, laptops, tablets, and Apple products including iMacs and iPads.
- Strong knowledge of Microsoft products including Office 365, Office 2016, and SharePoint.
- Experience administering Active Directory user accounts, distribution and security groups.
- Proven track record of working to strict timescales and collaborating with staff at all levels.
- Experience delivering small projects and managing scope and customer expectations.

About You
- Confident communicator with excellent verbal and written skills.
- Self-motivated with a can-do attitude and commitment to delivering high-quality results.
- Ability to self-manage, organise, prioritise tasks, and work effectively under pressure.
- Professionally presented, flexible, adaptable, and customer-focused.
- Analytical approach to troubleshooting and problem solving with excellent resolution skills.
- Ability to react quickly and effectively to issues and opportunities.

Qualifications
- While specific qualifications are not detailed, the role requires strong technical knowledge and relevant recent experience in IT support aligned with ITIL principles.