Senior IT Support Engineer

You’ll support a diverse range of users and technologies, investigate and resolve complex technical issues, contribute to service improvements and work closely with colleagues across the University to deliver an effective and reliable IT service.

This is a 35 hour per week, Monday to Friday role, with working hours scheduled between 8:00am and 5:00pm.

The role operates on a shift basis, which may include 8:00am - 4:00pm or 9:00am-5:00pm Monday to Friday, with occasional late campus cover (10-6pm) and weekend cover at our London campus. Flexibility is essential, as there may be occasions when evening or weekend support is required, including emergency IT cover., * Provide professional 2nd and 3rd line IT support to staff, students, lecturers and other customers.

• Investigate, diagnose and resolve technical incidents and problems, escalating where appropriate.
• Support a wide range of hardware, software and audiovisual technology, including Microsoft 365, Windows 11, projectors, smartboards and video conferencing equipment.
• Configure and troubleshoot technologies including Active Directory, Citrix, SCCM/Intune and Cisco VPN.
• Monitor IT support channels, respond to incidents within agreed SLAs and identify opportunities to improve our services.
• Maintain IT equipment, assets and stock, ensuring systems and equipment remain secure and operational.
• Provide technical support for assessments, examinations and specialist equipment, working closely with the Assessments team.
• Provide training and guidance to staff and students on IT systems and technologies.
• Support colleagues and IT services across other University sites when required.
• Provide VIP support to key business stakeholders such as the CEO and Broad directors
• Be responsible for creating how to guides and documentation on new systems and processes for both colleagues and customers

We’re looking for someone with strong technical knowledge and a genuine commitment to providing excellent customer service. This is a hands-on role, so we are looking for someone with strong 2nd line experience.

• Excellent knowledge of Windows 11 and Microsoft 365, with experience supporting a wide range of hardware and software.
• Experience with PowerShell, SCCM and Intune/MEMAC, together with a good understanding of ITIL processes.
• Competent knowledge of intune and azureAD and their workings to enable the support of users, PCs, groups, applications and compliance.
• Strong technical troubleshooting, analytical and problem-solving skills.
• Have knowledge and understanding of ITILs best practice when performing IT processes
• Have the willingness to proactively patrol the campus putting out issues and resolving incidents on the fly
• Experience supporting PC projects, rollouts and remote access technologies, including two-factor authentication.
• Excellent communication, organisational and interpersonal skills, with the ability to work effectively with colleagues at all levels.
• Have strong hardware knowledge and AV knowledge; understand the relationships between sound, audio, visual and external peripherals
• Customer-focused, professional and approachable.
• Calm and methodical when dealing with competing priorities.
• Able to work independently and take ownership of tasks through to completion.

In addition to a competitive salary of £42,350, we offer a generous annual leave entitlement of 30 days plus Bank Holidays, along with a rewards package that includes:

• Private Medical Scheme and Life Assurance
• Contributory Pension Scheme
• Training and Qualifications (including Course Sponsorship/Fee Discount)
• Season Ticket Loans and Student Discounts