IT 2nd Line Service & Support Engineer

We are looking for a highly motivated and customer-focused IT 2nd Line Service & Support Engineer to join our IT Services team on a fixed-term maternity cover contract. This is an exciting opportunity to play a key role in delivering high-quality IT support across a dynamic, multi-site college environment. You will provide both 1st and 2nd line technical support, ensuring staff and students can rely on stable and effective IT services to support teaching and learning. What You'll Be Doing

• Providing excellent customer service and technical support to staff and students across multiple campuses
• Diagnosing and resolving hardware, software, network and user issues in a timely manner
• Carrying out proactive checks in classrooms and learning spaces to prevent issues before they arise
• Supporting system monitoring and maintenance activities
• Logging and managing incidents via the service desk system (TOPdesk)
• Identifying recurring issues and contributing to service improvements
• Creating and maintaining technical documentation and knowledge articles
• Supporting and mentoring junior IT staff and apprentices

We are particularly interested in candidates with strong technical experience in:

• Desktop support and end-user computing environments
• Windows 11 support and deployment
• Microsoft 365 (O365) administration and troubleshooting
• AI-enabled tools (e.g. Copilot, automation, or emerging workplace AI technologies)
• Microsoft SCCM / Endpoint Configuration Manager for device management and deployment

In addition, you will be:

• Passionate about delivering excellent IT support and customer service
• A strong problem solver who takes ownership of issues through to resolution
• Confident working across a range of Microsoft technologies
• Able to prioritise workload and work effectively under pressure
• A team player who can also work independently
• Proactive, organised, and committed to continuous improvement

Desirable (but not essential)

• Experience with Cisco/HP networks and VLANs
• Knowledge of ITIL processes or an ITIL Foundation qualification
• Experience working in a busy service desk or IT support environment

Monday-Thursday: 8:00am - 8:00pm

• Friday: 8:00am - 5:00pm

Flexibility is required to work within these hours. Why Join Us?

• Be part of a supportive, collaborative IT team
• Gain experience across a large, multi-site environment
• Work with modern technologies including AI tools and cloud platforms
• Contribute to key projects and service improvements
• Develop your technical skills and career