Description

ABOUT CATS Global Schools (CGS)

CGS is a leading provider of pre-university academic courses and English language courses in the UK. We provide programs, including A Level, IB and University Foundation, and English Language Study, to a growing number of international students seeking to win places at UK and US universities.

We operate different educational brands: CATS Colleges in Cambridge, Canterbury, and London; CATS Academy in Boston; Cambridge School of Visual and Performing Arts (CSVPA), and Stafford House English language schools and Study Holidays. We benefit from being part of a global team focused on teaching and learning.

OVERVIEW OF THE JOB

As part of the IT Services department, the primary objective of this role is to deliver a high-quality support service to the CGS community and contribute to implementation projects. Technicians are expected to focus roughly 85% of their time on support functions and 15% on project activities. However, this may vary according to the needs of the user support service and the current workload. The role is primarily based in Boston, with employees across multiple sites across the US and the UK, along with locations in the Far East and Europe. This is principally a customer-facing role rotating within the schools and Head Office (based in Cambridge, UK). Therefore, excellent interpersonal skills and a focus on quality customer service are essential. Technicians will typically operate as part of the larger team and will be expected to operate independently for level 1 support calls and BAU activities within the support service. 

REPORTS TO

You will be directly responsible to the IT Operations Manager. 

Requirements

MAIN RESPONSIBILITIES OF THE JOB

Support Functions

· Maintain a professional demeanor, technology area, prioritize, to the high-quality organization, and ,,, good, virtualization, times, Follows upisexpectsorganizationAccordingly, all a positive, helpful attitude to customers times.

· Technicians will be technically self-sufficient with a broad base level of knowledge across many technology fields and provide 1st and some 2nd line support functions for routine support issues. 

· To actively develop skills and receive development advice, training, and mentoring from more senior staff. 

· To be responsible for developing their technical skills in each technology area, under the guidance of the IT Director. At this stage level, technical specialism is not required, although Technicians will be encouraged to identify prospective areas of interest where their development should be focussed.

· Monitor, prioritize and resolve the incoming support calls from staff, liaising with IT colleagues and other staff as required 

· Escalate complex or intractable problems to more senior staff for resolution. They should also be involved in resolution activities for more complex problems to improve their experience and develop their skills. 

· Provide high-quality technical support to CGS employees across a broad range of technologies

· Periodic out of hours working and provision of remote support will be required to meet the needs of a rapidly growing international organization spread across multiple time zones

· Complete regular IT “Business as usual” (BAU) operations and checks such as backups and status checks, printer operations, and other reactive or proactive support and maintenance tasks necessary to ensure stability, security, and performance of the infrastructure

· Ensure all documentation is maintained to the highest standard

· Ensure the digital security and safety of staff, students, systems, and data at all times

Project Activities

· Report to CGS Project Management function on all aspects of project progress and delivery

· Report to CGS Senior Technical on all technical aspects of project delivery

· Where appropriate, deliver the implementation of a particular work package or project activity

· Work under supervision or independently as required

· Technicians will, when working on projects, typically be responsible for completing the rollout or implementation of a work package or activity under the technical guidance of a Systems Administrator or Technician.

· Project implementation work must be completed to tight schedules and the highest levels of accuracy. 

· The technology base is the Microsoft platform, so knowledge of Windows 10, and Office 365, along with good hardware knowledge and troubleshooting skills, are essential.

· For reference, Infrastructure technologies are also Microsoft Server Technologies (Server, IIS, MS SQL Server, Exchange, 365, and Teams), supporting systems (AD, DHCP, and DNS), and desktop technologies. 

· Network systems include Citrix services, NetScaler, virtualization, cloud computing, and Meru wireless networks. 

Technical Development and Leadership 

· Develop and maintain a broad range of technical skills across CATS Colleges IT infrastructure

· Participate in the appropriate IT technology group(s) within Group IT to develop skills and share best practice

· Focus at all times on technical excellence and attention to detail

· Ensure skills and information dissemination across IT teams

PERSON SPECIFICATION

· Ability to consult and communicate effectively with both written and verbal skills

· Excellent people skills

· Pragmatic and flexible in approach

· Attention to detail

· Honest, open and inclusive personal style

· Professional, mentally resilient, and calm under pressure

· Takes ownership

· Looks for a solution

· Goes the extra mile

· Follows up & follows through

· ‘Can-do’ Attitude

AND FINALLY

CGS are committed to safeguarding and promoting the welfare of our students and expects everyone connected with the organization to share this commitment. All positions are subject to the satisfactory completion of safer recruitment pre-employment checks in line with local guidelines.

CATS Academy Boston is proud to be an equal opportunity employer and does not discriminate or accept discrimination against any employee or applicant in any manner prohibited by law. We welcome employment applications from candidates of all backgrounds. 

To learn more about CATS Academy Boston, please visit our website at: www.CATSAcademyBoston.com