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IT Support Technician

Job Description

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.

OVERVIEW OF THE JOB

We are looking for a 1st/2nd line support person to work as part of a two person team at out site at CATS Cambridge. Working full time on site, they will be expected to support the school, our head office in Cambridge and the wider community, for example our sales teams in China and Hong Kong. This is a typical IT support role where customer service skills are a key part of the role. We’re looking for someone who cares about their work and who wants to make a difference within a teaching environment. While we do use remote connection software to troubleshoot issues further afield we are looking for someone with a more personal, face to face approach to their IT support. This role would be ideal for someone already working in a 1st or 2nd line support environment who’s looking for a new challenge. This is a one year fixed term contract to cover a secondment within the team with the possibility of a permanent role in the future.

As part of the IT Services department, the primary objective of this role is to deliver a high-quality support service to the CATS Global Schools community. This is principally a customer facing role working within the local school as well as the wider community and Head Office (based in Cambridge). Therefore, excellent interpersonal skills and a focus on quality customer service are essential. Technicians will typically operate as part of the larger team and will be expected to operate independently for level 1 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.

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 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 stage 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
• Escalate difficult or intractable problems to more senior staff for resolution. Where possible they should also be involved in resolution activities for more difficult problems in order to improve their experience and develop their skills.
• 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 checks such as backups and status checks, printer operations, and other reactive or proactive 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

=ERSON 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

What we can offer you

• Competitive Salary
• Income Protection
• Death in Service Benefit
• All Meals while on Duty in schools
• Contributory Pension
• Health Assist Programme
• Health Cash Plan
• Long Service Award - additional days holiday for each year of service
• Cycle to Work Scheme
• Tech Scheme
• Professional and Personal Development through accredited courses and our training partner Linked In Learning
• A fun and supportive workplace

OUR COMMITMENT TO INCLUSION AND DIVERSITY

We are committed to diversity, inclusion and belonging. Building on our core values – Pioneering, Persevering, People – we pledge to deliver a series of events, guest speakers and focus groups to make CATS Global Schools an employer of choice for all.

AND FINALLY

CATS Global Schools are committed to safeguarding and promoting the welfare or our students and expect everyone connected with the organisation to share this commitment. All positions are subject to safer recruitment pre-employment checks in line with KCSIE guidelines

Job Types: Permanent, Fixed term contract
Contract length: 12 months

Salary: £25,000.00-£27,000.00 per year

Benefits:

• Canteen
• Discounted or free food
• Employee discount
• Referral programme
• Sick pay
• Wellness programme

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Cambridge: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Cambridge

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