IT Support Technician *Job Type: Full-time
*Location: Croydon
*Salary: Competitive
A new exciting permanent IT Support Technician role has become available working with a leading education federation, to provide high-quality technical support and project-related activities across their Croydon office and various academies.
This role involves serving as a roaming technician to cover short-term absences and vacancies, offering an extra pair of hands when needed, and ensuring the continuous delivery of excellent IT services aligned with ITIL standards.
Day-to-Day Responsibilities:
*Provide technical IT support, advice, and guidance in accordance with ITIL 
*Log all IT support needs appropriately on the Service Management system and maintain ownership of Academy IT support tickets.
*Ensure IT support tickets are resolved within the target resolution time as dictated by the SLA.
*Re-route or escalate IT support tickets to the appropriate team as necessary and collaborate with 3rd line support, Project Managers, and other stakeholders for resolution.
*Identify, implement, and document workarounds for desktop-related problems within the Knowledgebase.
*Perform root cause analysis on recurring IT incidents to identify underlying causes.
*Manage and maintain Windows 10 based PCs, Laptops, Tablets, Apple OS iMacs, and iPads.
*Install, configure, and maintain computer peripheral equipment such as printers, interactive whiteboards, and projectors.
*Install and test new software and software updates/upgrades, ensuring compliance with software licensing regulations.
*Administer Active Directory user login accounts, Distribution, and Security groups.
Required Skills & Qualifications:
*Proven experience in IT support or a similar role.
*Familiarity with ITIL frameworks and principles.
*Strong knowledge of Windows and Apple OS, software installation, and peripheral device management.
*Experience with Active Directory and network infrastructure maintenance.
*Excellent problem-solving skills and ability to perform root cause analysis.
*Strong communication and interpersonal skills.
*Ability to work independently and as part of a team.
Benefits:
*Excellent opportunities for continuous professional development and support to progress your career.
*Annual performance and loyalty bonus.
*Pension scheme with generous employer contribution.
*25 days annual leave plus bank holidays rising to 26 days after 2 years’ service, and Christmas Eve off for staff who work across the full year.
*Affordable electric car salary sacrifice scheme (up to 40% discount on car lease costs).
*Lifestyle friendly working arrangements and policies.
*Employee Assistance Programme for free and confidential advice.
*Cycle to work salary sacrifice scheme.
*Wide-range of shopping, leisure, and travel discounts, and exclusive to Harris employees, a generous 20% off at Tapi Carpets.
*Interest-free ICT and season ticket loans.
To apply for the IT Support Technician position, please submit your CV to be immediately considered.