IT Support Officer at Broadoaks British School

JOB PURPOSE

• To ensure the smooth functioning, security, and maintenance of all school IT infrastructure including the server room, CCTV systems, and IT support across the school. The IT Support Officer plays a key role in safeguarding digital systems and supporting the school’s technology needs.

OVERVIEW OF THE ROLE

• The IT Support Officer provides hands-on technical support across the school and is responsible for managing server infrastructure, maintaining CCTV operations, and resolving staff IT issues. This role directly contributes to the efficiency of daily operations, safeguarding systems, and the school’s digital learning environment.

RELATIONSHIPS

• The IT Support Officer is selected by the Director of Schools in consultation with the HOS and HR. They report directly to the DHOS/HOS. In the absence of the DHOS/HOS, the officer reports to the DOS. They work closely with the IT team, school staff, management, external IT service providers and regulatory bodies where required.

KEY RESPONSIBILITIES

• Provide first-line IT support to all staff and escalate unresolved issues appropriately.
• Monitor, maintain, and troubleshoot all server room hardware and network infrastructure.
• Ensure full functionality and monitoring of CCTV cameras and video surveillance systems.
• Manage user access, device configuration, and IT security protocols across the school.
• Support installation, setup, and upgrades of software and hardware across the school.
• Oversee backup procedures and disaster recovery readiness, ensuring data integrity.
• Maintain clear records of incidents, configurations, and IT equipment inventory.
• Collaborate with vendors for IT procurement, repairs, and technical support.
• Ensure systems are compliant with safeguarding and data protection protocols.
• Maintain proper ventilation, cooling, and power supply for server equipment.
• Support digital safeguarding through firewall monitoring and antivirus maintenance.
• Participate in planning and implementation of school-wide IT projects and upgrades.
• Perform routine checks and maintenance of computers and shared IT resources.
• provide technical support during school events, training and presentations.
• Assist in onboarding new staff by setting up user accounts, email addresses and providing IT orientation.
• Support the integration of educational technology across the school.
• Monitor internet usage and ensure compliance with the school’s acceptable use and safeguarding

SAFEGUARDING

Broadoaks British School is committed to safeguarding and promoting the welfare of all children and young people. As an IT Support Officer, you must ensure all digital systems, surveillance equipment, and data handling practices uphold the highest safeguarding standards.

KEY PERFORMANCE INDICATORS (KPIs)

• Resolution of 95% of IT support tickets within defined response time.
• 99% uptime of server room and network infrastructure.
• Full CCTV coverage and 24/7 operational status with no more than 1% downtime monthly.
• Timely execution of software and security updates (within 48 hours of release).
• Up-to-date documentation of systems, incidents, and asset inventory.
• No unresolved safeguarding or data protection violations.

QUALIFICATION & EXPERIENCE

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 3 years of experience in IT infrastructure management
• Certifications such as CompTIA Server+, Cisco CCNA, or Microsoft Certified: Windows Server Administration are a plus
• Strong understanding of network protocols, virtualization, and cloud computing
• Experience with backup and disaster recovery solutions
• Familiarity with IT service management frameworks (e.g., ITIL)
• Strong problem-solving and troubleshooting skills
• Excellent communication and teamwork abilities
• Knowledge of cybersecurity best practices
• Experience in an educational institution is a plus