IT Systems Specialist

Working Hours:

40

Job Category:
Senior IT Systems Specialist

Most IT support roles mean fixing laptops and closing tickets. This one means keeping the technology running for over 800 colleagues who support some of the most vulnerable children in the country. As an IT Support Specialist at Silver Birch Care Holdings, you will be the frontline of everything technical — from day‑to‑day helpdesk to owning our Clear Care care management system across a growing estate of over 60 children’s homes.

We are recruiting two post‑holders against this single specification. Whether you come from a service‑desk background or specialist systems support, if you have the technical ability, the discipline, and the commitment to deliver outstanding service in a care environment — we want to hear from you.

• First point of contact for all IT support — phone, email, chat and ticketing system
• Log, categorise, prioritise and manage incidents to agreed SLAs
• Triage and resolve remotely wherever possible; arrange on‑site attendance where needed
• Escalate unresolved issues and track them through to resolution

• Install, configure and maintain desktops, laptops, servers, mobile devices and peripherals
• Deploy and configure Windows 10/11, Microsoft 365 and business applications across the estate
• Set up and maintain network infrastructure — routers, switches, Meraki firewalls, Starlink and CCTV
• Diagnose and resolve hardware, software and connectivity issues with lasting root‑cause fixes

• Lead administrator for Clear Care children’s social care management system across all modules and homes
• Manage user access, account creation and deactivation, templates and reporting tools
• Train new and existing staff; produce home‑specific user guides and run refresher sessions
• Document configurations, user procedures and training completion
• Maintain the asset register cradle‑to‑grave — every laptop, mobile, CCTV and Starlink unit
• Provision kit, licences and accounts within 24 hours of HR notification for all joiners
• Suspend accounts same‑day and recover kit within 7 days for all leavers
• Manage the full subscription portfolio — Sona, Tribepad, Abacus, Claude, Clear Care, M365 and others
• Liaise with vendors (Meraki, Starlink, BT, carriers) on performance, pricing and contracts
• Maintain a renewal calendar 90 days forward; retire unused licences promptly

• Raise purchase orders and issue goods‑received notes within 48 hours
• Reconcile invoices monthly against the asset register and subscription log
• Maintain accurate knowledge‑base articles, user guides and incident records

• Previous experience in an IT support, service desk or helpdesk environment, including 2nd‑line or specialist work
• Good working knowledge of Windows 10/11 and Microsoft 365, including M365 administration
• Sound understanding of networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting
• Experience using IT ticketing and service‑management tools and managing work to SLAs
• Experience administering or supporting line‑of‑business systems — Clear Care or similar care/social‑care systems is a strong advantage
• Asset‑management and vendor‑management discipline, comfortable reconciling across multiple suppliers
• Strong problem‑solving skills and excellent verbal and written communication
• Ability to manage multiple priorities in a fast‑paced, multi‑site environment
• Full, clean UK driving licence and a calm, professional presence in sensitive care environments
• Experience with remote‑support tools and MDM platforms
• Familiarity with ITIL processes; ITIL Foundation certification
• Experience with Meraki networking, WiFi, CCTV and Starlink infrastructure

This role operates in and around children’s residential homes. You will be required to:

• Hold an Enhanced DBS check
• Maintain high standards of confidentiality at all times
• Demonstrate an awareness of safeguarding responsibilities
• Present as calm and professional around vulnerable young people and home staff

These are not optional extras…