2nd Line IT Technician

• Provide exceptional desktop IT support combined with excellent customer service to staff and students
• To act as a mentor (and a point of escalation and support) for lower grade IT Technicians
• To be responsible for the maintenance and administration of all College owned IT systems, and provide operational support to the IT Services Team Leader and Senior Infrastructure IT Technicians

Responsibilities You will be responsible for:

• Installation, deployment and maintenance of all software and hardware products throughout the end-user College IT estate (including, but not limited to, laptops, desktops, Apple Mac devices, tablets and smartphones)
• Support and liaise with the IT Service Desk personnel to ensure identified IT issues are recorded (in LANSweeper) and resolved correctly, providing technical advice and support to staff and students
• Under the supervision of the Senior IT Technicians team (and/or the IT Services Team Leader) undertake project work for the progression and development of the IT Services offering in line with operational and strategic objectives
• Support the Senior IT Technician team in the installation, testing and configuration of software packages and updates on infrastructure devices (i.e. servers)
• Support the Senior IT Technician team in ensuring the current backup methodology is appropriate and successful, and to execute tests of that methodology on a regular basis to ensure integrity of backups (under the supervision of the Senior IT Team and/or IT Services Team Leader)
• Assist with the creation and updating of documentation relating to the work practices and procedures of the IT Services department

• Level 2 qualification in an IT related discipline (or equivalent experience)
• Achieved or willing to work towards a relevant IT related professional qualification
• At least 2 years' experience working in IT related role
• Experience of having worked in a customer facing environment
• Strong customer service skills
• Personal time management and good organisation skills
• Ability to communicate technical concepts to technical and non-technical audiences