IT Support Technician

Role: IT Support Technician
Department: IT and Infrastructure
Reports to: IT Operations Lead / Infrastructure Manager
Location: Dinnington, Sheffield (On-site)
Salary: £28,000 – £32,000 (dependent on experience)
About EDClass Ltd
Headquartered in Dinnington, Sheffield, EDClass Ltd is an established, DfE-accredited provider of online education and alternative provision. We have partnered with schools, multi-academy trusts (MATs), and local authorities across the UK to ensure every child has access to high-quality, continuous education, regardless of their circumstances.
Our platform combines structured virtual classrooms with live teaching delivered by qualified UK teachers. We support learners requiring alternative provision, including those experiencing emotionally-based school avoidance (EBSA), medical illness, internal exclusion/isolation, or waiting on SEND/EHCP placements.
Safeguarding is at the core of everything we do. Through integrated monitoring, active web-filtering, live alert systems, and dedicated pastoral teams, EDClass provides a secure, audit-proof digital environment that upholds statutory Keeping Children Safe in Education (KCSIE) standards while helping young people rebuild confidence, attendance, and academic attainment.
Role Overview
The IT Support Technician provides essential 1st and 2nd line hardware, software, network, and audio-visual support across the organisation. This includes maintaining on-site IT equipment, supporting virtual teaching booths, troubleshooting platform connectivity issues for staff and off-site learners, and upholding robust security standards in line with Keeping Children Safe in Education (KCSIE) and cyber security best practices.
Key Duties and Responsibilities
1st and 2nd Line Desktop Support:
* Provide prompt, helpful technical assistance to internal staff (teachers, safeguarding, administration) via ticketing system, phone, and in-person.
* Diagnose and resolve hardware, OS, and standard software faults across Windows, macOS, and mobile devices.
* Manage user accounts, role-based access, and mailboxes via Microsoft 365 / and Google Workspace.
Virtual Teaching Booths and Audio-Visual Support:
* Set up, configure, and maintain live teaching hardware: visualisers, webcams, headsets, dual-monitor arrays, and interactive displays.
* Troubleshoot streaming latency, microphone audio balance, and browser compatibility issues impacting live lessons.
System Administration and Maintenance:
* Image, configure, deploy, and asset-tag new laptops, PCs, peripherals, and network devices.
* Perform routine software updates, operating system patches, and security scans.
* Support internal software suites and CRM/communication tools (e.g., Zoho suite).
Network and Platform Connectivity:
* Monitor office local area networks (LAN), Wi-Fi access points, switches, and broadband failover connections.
* Assist customer-facing teams in diagnosing basic connectivity, firewall, or permission issues experienced by commissioning schools or remote learners accessing online portals.
Safeguarding, Data Protection and Cyber Security:
* Ensure all endpoints comply with GDPR/Data Protection Act 2018 guidelines and internal information security policies.
* Monitor web filtering, antivirus definitions, and endpoint threat alerts, escalating any potential data or safeguarding risks immediately to the DSL and IT Leadership.
* Maintain precise records of hardware inventory, software licenses, and incident logs.
General Responsibilities:
* Carry out other duties commensurate with the role to support business operations and technical development.
Safeguarding Commitment:
* EDClass is committed to safeguarding and promoting the welfare of children and young people. To be successful in this role, you must undergo statutory safer recruitment checks, including an Enhanced DBS check with Children’s Barred List check.
Qualifications and Certifications
* Essential: GCSE English and Mathematics at grade C/4 or above (or equivalent).
* Essential: Level 3 IT qualification (e.g., BTEC National, T-Level, Advanced IT Apprenticeship) OR demonstrable equivalent commercial experience.
Experience and Technical Knowledge
* Essential: At least 1–2 years of hands-on experience in a technical support, helpdesk, or school/college IT technician role.
* Essential: Strong working knowledge of Windows 10/11 desktop environments and Microsoft 365 administration.
* Essential: Practical experience diagnosing hardware components, peripherals (cameras, headsets, visualisers), and wired/wireless networks.
* Essential: Understanding of basic network protocols (TCP/IP, DHCP, DNS, VPNs, subnets).
Personal Attributes and Skills
* Strong analytical, troubleshooting, and problem-solving abilities under pressure.
* Clear, patient verbal and written communication skills when dealing with technical and non-technical staff.
* High attention to detail regarding documentation, asset management, and password security.
* Proactive mindset with strong initiative and dependable time management.
* Professional attitude, integrity, and strict adherence to confidentiality and safeguarding boundaries.
Accreditation, Security and Compliance
EDClass adheres to world-class standards across data protection, technical resilience, and pedagogical quality:
* ISO 9001: Certified for Quality Management Systems, ensuring consistent service delivery and operational efficiency.
* ISO 21001: Certified specifically for Educational Organisations Management Systems (EOMS), demonstrating our commitment to learner-centric outcomes and best-in-class educational delivery.
* ISO 27001: Certified for Information Security Management, maintaining the highest levels of data protection, cyber hygiene, and confidential record-keeping.
* ISO 42001 (In Progress): Currently undergoing certification for the Artificial Intelligence Management System standard, ensuring responsible, ethical, and secure integration of emerging technologies.
How to Apply and Enquiries
Please register your interest by emailing your CV or by calling our team directly