Sufi S

IT Technician

Jan 2025 - Mar 2026 • 1 yr 2 mos

Delivers the on-site IT Support Service, meeting internal Service Level Agreements; Act on allocated helpdesk calls and ensures closure or appropriate escalation; Act as first contact for staff and students, providing 1st line support and ensuring issues are logged and taken forward appropriately; Provide 2nd line support in agreed areas, independently trouble-shooting and escalating logged ICT issues to the Senior IT Engineer/IT Manager; Provide 2nd line support in the absence of the senior IT Engineer and independently trouble-shooting and escalating logged ICT issues to the Senior IT Engineer/IT Manager; Service, repair and rebuild IT devices using MDT and SCCM as appropriate; experienced with Microsoft 365 Admin Center Give technical advice and support to teachers, students and other staff, supporting their effective and creative use of IT and digital technologies; Set up IT equipment at school exams, events, meetings and support initiatives that require IT applications; Contributes to the IT team’s overall workload; Follow all team procedures and protocols, including those for tracking, record keeping and asset management; Carry out duties of other team members in their absence and other duties as might reasonably be required to ensure the smooth delivery of the IT Service and the effectiveness of the technician team.

Junior IT Technician

Mar 2023 - Nov 2024 • 1 yr 8 mos

Provide high quality ICT service to the academy’s staff and students through the installation and configuration of equipment and desktop/remote ICT support for users I maintain regular communication with the Help Desk to ensure all ICT incidents configuration and changes are recorded, reported on and controlled within the agreed processes. I provide support to the IT department with relevant support functions, including IT Asset tagging and IT Asset Register Audits. I act as lead person managing the Student Laptop Loan throughout the school year I support the academy events such as school open days, parents evening and other similar activities. Provide 1st line IT support to staff & students. Provide IT support to users contacting our helpdesk. Ensure all jobs are logged within the Helpdesk. Ensure that the IT equipment is fully functioning and perform regular maintenance on ICT equipment. Setting up new machines, swapping faulty devices carry out fault finding; escalate to Senior ICT Engineer for repairs where necessary. Help to ensure the smooth running of all computer equipment within the school and responding to urgent IT issues. Escalate IT support issues to Senior ICT Engineer. Supporting the school’s audio-visual systems and solving projector, interactive televisions and whiteboard issues, including all school events such as open and parent evenings. Support project rollout across the school, as directed. Work as part of a team and adopt flexible working practices.