School Technician

Full-time / Orpington / Doncaster

Business Background

AdEPT Technology Group is a multi -award winning company, listed on the London Stock Exchange and one of the UK’s top 25 quoted managed service technology companies.

AdEPT is a highly customer-focused and forward-thinking business with significant annual growth year on year – growth that is creating opportunities for the right individuals to develop excellent careers within the ICT industry. 

The Role

The role of Field Service Technician is a fast paced and exciting role. Based close to our clients, this role will require making scheduled site visits to schools acting as an inhouse IT Technician, as well as attending client sites with short notice at multiple locations when issues cannot be resolved remotely. You will be exposed to many different IT environments so an ability to troubleshoot and use your own initiative are a key part of this rewarding role.

There are positions available immediately in both our Orpington and Doncaster offices. 

The responsibilities fall into the following areas;

  • Supporting the Customer – Attending site on a scheduled or non scheduled basis to act as the in-house IT technician, addressing the clients IT needs and address issues raised by client whilst at site, and or working on issues previously raised by clients via the support desk.  Understanding the different business / operational needs of the customers is crucial in providing relevant advice as to the options available. Where there is no field support work required, the Field Service Technician will be allocated to either project or support work items.
  • Customer Satisfaction – Owning issues from the point of allocation and keeping the clients informed as to all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers including Directors. Whilst at site you will be expected to evidence that the issues/work item has been completed or provide next steps to enable the work item to be complete
  • Documentation – Adherence to company & client processes to deliver an outstanding experience is a must for the role. Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, e mails, and updating of system to aid the support process and allows other parts of the business to effectively manage the end to end process.  It is essential that data is accurate recording in Support System to ensure AdEPT can accurately report on services provided, ticket status, and activities undertaken

Key Responsibilities

This is not an exhaustive list of tasks the post holder, and they will be expected to carry out such other reasonable duties which may be required from time to time.

  • Provide effective and efficient communication across all levels of the business.
  • Provide 1st & 2nd line support to all users of technology.
  • Following up with customers to ensure full resolution of issues.
  • Remotely accessing hardware or software to make changes and fix problems.
  • Writing, editing, and revising training manuals for new and updated software and hardware.
  • Set up, deploy and re-image desktops and hardware.
  • To ensure anti-virus updates and Microsoft Security updates are kept current on schools’ networks.
  • To install software as directed and in accordance with licensing legislation.
  • To perform installations of peripheral devices.
  • To provide general maintenance, troubleshooting and technical housekeeping of networks and peripheral devices.
  • Diagnosing system errors and other issues.
  • Set up of printer hardware.
  • Liaise with external IT on server issues to ascertain fixes.
  • Running monthly reports to aid in giving customers a better experience.
  • Producing bespoke customer reports.
  • Maintain an up-to-date inventory and asset register of IT equipment.
  • To maintain network user accounts, profiles, permissions and the addition and deletion of users.
  • To provide support and assistance, to teaching staff when using IT equipment.
  • To carry out other duties that are in line with the purpose and grade of the job.
  • Maintain each school’s network, including management of daily backups, anti-virus tools and software licenses.
  • Handle file, application and hardware maintenance plus related support tasks as required by the school’s policies and as instructed by local staff.
  • Manage and maintain the school’s LGfL 2.0 WAN connection, and act as a Nominated Contact for the school.
  • Act as a liaison between the senior management team of the school and AdEPT.

Skills / Interests Required

  • Good verbal and written communication skills – Ability to read and assimilate a wide range of information
  • Good organisational skills.  An ability to manage time effectively and prioritise workloads appropriately
  • Ability to identify hardware/operating system problems and provide a simple report
  • Knowledge of some software deployed and its uses
  • Demonstrate a working knowledge of Windows based software
  • Mobile technology (tablets & smartphones using Android & IOS)
  • A demonstrable knowledge and experience of PC and Server technical support
  • MS Office experience (with MS Access preferred)
  • Networking and Communications Troubleshooting experience
  • Active Directory, Group Policy and Server builds and configurations management
  • Microsoft Windows operating systems and their use in a local area network environment
  • Cisco and D-Link networking technology
  • Networking fundamentals (LAN, WAN, Switches, DHCP & DNS)
  • An ability to work closely as part of a wider team and communicate effectively with senior professionals

Essential Skills

  • Strong background within schools IT support industry
  • Troubleshooting experience
  • MS Office experience (with MS Access preferred)
  • Mobile technology (tablets & smartphones using Android & IOS)
  • Networking fundamentals (LAN, WAN, Switches, DHCP & DNS)
  • Active Directory Management

Advantageous Skills

  • Windows Server 2012-16 Administration experience
  • SQL Server Maintenance – Triggers/Stored Procedures
  • Experience with Cisco Meraki and WatchGuard products
  • VMware or Hyper-V
  • Veeam – Backup
  • Strong background within the IT support industry
  • Networking fundamentals (LAN, WAN, Switches, DHCP & DNS)
  • Experience supporting Microsoft Windows Server 2003, 2008 and 2012, Windows 7 and Windows 8 Professional, Apple and IOS operating systems
  • Full UK Driving Licence
  • Advanced DBS certified

Salary: £TBC (dependent upon experience and expertise)

Please send your CV to