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

• Service Delivery & Support
  • Provide first‑line technical support via the helpdesk, resolving incidents and service requests in line with agreed service levels.
  • Ensure minimal disruption to teaching and learning by prioritising classroom‑impacting issues.
  • Accurately log, update, and resolve incidents using the IT service management system.
  • Escalate complex issues to senior technicians or third‑line support where required.
  • Contribute to knowledge base articles and documentation to improve service efficiency.
• Classroom & End‑user Support
  • Support classroom technology including interactive displays, AV equipment and presentation systems.
  • Assist teaching staff with the use of IT systems and digital learning platforms (e.g. Microsoft 365).
  • Provide on‑the‑spot support during lessons where required.
• IT Infrastructure & Systems
  • Install, configure, and maintain desktops, laptops, printers, and peripherals.
  • Manage user accounts and permissions in Active Directory / Entra ID and Microsoft 365.
  • Support core network services (e.g. DHCP, DNS, Wi‑Fi connectivity) under direction.
  • Assist in maintaining network hardware such as switches and wireless access points.
  • Support device builds and deployment using standardised processes.
• Cloud & Modern Workplace Technologies
  • Support Microsoft 365 services including email, OneDrive, Teams, and SharePoint.
  • Assist with device management platforms (e.g. Intune or equivalent).
  • Support hybrid IT environments (on‑premises and cloud‑based systems).
• Security, Safeguarding & Compliance
  • Support and maintain endpoint protection, antivirus, and patching processes.
  • Assist in maintaining web filtering and monitoring systems in line with safeguarding requirements.
  • Assist with the implementation and maintenance of Trust Digital Standards.
  • Ensure compliance with GDPR and handling of sensitive school data.
  • Be vigilant to safeguarding concerns identified through IT usage and report appropriately.
  • Support cyber security best practices, including awareness of phishing and MFA.
• Asset & Lifecycle Management
  • Maintain accurate records of ICT assets, including hardware and software licensing.
  • Assist with procurement, deployment and disposal of IT equipment.
  • Ensure all devices meet Trust standards and are fit for purpose.
• Monitoring & Maintenance
  • Monitor system performance and proactively identify issues.
  • Support routine system monitoring.
  • Contribute to routine maintenance and scheduled updates.
• Collaboration & Communication
  • Build effective working relationships with staff, students, and third‑party suppliers.
  • Communicate technical information clearly to non‑technical users.
  • Work collaboratively with the wider IT team across multiple sites.

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