IT Technician

Role Overview:

The IT Technician will provide high-quality first-line technical support to staff and students, ensuring the reliable operation of IT systems that support teaching, learning, and administration.

Working as part of a wider London IT Service team, the role includes supporting classroom technology, maintaining IT infrastructure, and contributing to a secure, efficient, and modern digital learning environment.

The role will be based at Marylebone Academy, London W2, with potential, occasional support across other academies within the West London cluster.

Key Responsibilities

1 Service Delivery & Support

1.1 Provide first-line technical support via the helpdesk, resolving incidents and service requests in line with agreed service levels

1.2 Ensure minimal disruption to teaching and learning by prioritising classroom-impacting issues

1.3 Accurately log, update, and resolve incidents using the IT service management system

1.4 Escalate complex issues to senior technicians or third-line support where required

1.5 Contribute to knowledge base articles and documentation to improve service efficiency

2 Classroom & End-user Support

2.1 Support classroom technology including interactive displays, AV equipment and presentation systems

2.2 Assist teaching staff with the use of IT systems and digital learning platforms (e.g. Microsoft 365)

2.3 Provide on-the-spot support during lessons where required

3 IT Infrastructure & Systems

3.1 Install, configure, and maintain desktops, laptops, printers, and peripherals

3.2 Manage user accounts and permissions in Active Directory / Entra ID and Microsoft 365

3.3 Support core network services (e.g. DHCP, DNS, Wi-Fi connectivity) under direction

3.4 Assist in maintaining network hardware such as switches and wireless access points

3.5 Support device builds and deployment using standardised processes

4 Cloud & Modern Workplace Technologies

4.1 Support Microsoft 365 services including email, OneDrive, Teams, and SharePoint

4.2 Assist with device management platforms (e.g. Intune or equivalent)

4.3 Support hybrid IT environments (on-premises and cloud-based systems)

5 Security, Safeguarding & Compliance

5.1 Support and maintain endpoint protection, antivirus, and patching processes

5.2 Assist in maintaining web filtering and monitoring systems in line with safeguarding requirements

5.3 Assist with the implementation and maintenance of Trust Digital Standards

5.4 Ensure compliance with GDPR and handling of sensitive school data

5.5 Be vigilant to safeguarding concerns identified through IT usage and report appropriately

5.6 Support cyber security best practices, including awareness of phishing and MFA

6 Asset & Lifecycle Management

6.1 Maintain accurate records of ICT assets, including hardware and software licensing

6.2 Assist with procurement, deployment and disposal of IT equipment

6.3 Ensure all devices meet Trust standards and are fit for purpose

7 Monitoring & Maintenance

7.1 Monitor system performance and proactively identify issues

7.2 Support routine system monitoring

7.3 Contribute to routine maintenance and scheduled updates Collaboration & Communication

7.4 Build effective working relationships with staff, students, and third-party suppliers

7.5 Communicate technical information clearly to non-technical users

7.6 Work collaboratively with the wider IT team across multiple sites