Job Purpose

We are seeking a proactive and technically skilled IT Support Engineer to join our IT Services team. The successful candidate will provide high-quality 1st and 2nd line technical support to staff, students, and visitors across campus.

This role is critical in ensuring the smooth operation of IT systems, infrastructure, and support services while maintaining high standards of security, professionalism, and customer service.

Key Responsibilities

Technical Support & Service Delivery

Provide professional and effective 1st and 2nd line IT support to students and staff.
Assist users with logging into computers, internet services, and Student Management Systems (SMS).
Support lecturers with classroom technology setup prior to teaching sessions.
Troubleshoot and resolve hardware, software, and network connectivity issues.
Perform regular IT equipment checks in classrooms and library facilities.
Install, configure, and maintain Windows 10 and Windows 11 environments (including on-premises servers).
Administer and support Microsoft Office 365.
Install and relocate PCs, printers, switches, hubs, and related hardware as required.
Install and replace network cables, phone lines, camera systems, and network cabinets.
Install and relocate network, phone, and camera sockets.
Install printers and authorised software under management instruction.
Assist with ID card production for staff and students.

Incident & Request Management

Respond promptly to IT requests via telephone, email, and in person.
Maintain a visible and approachable presence across campus.
Log, document, and track reported incidents.
Escalate unresolved issues appropriately.
Ensure follow-up and resolution within agreed service levels.
Report serious incidents (e.g., electrical, fire, health & safety hazards) to line management immediately.

Security, Compliance & Professional Standards

Maintain strict confidentiality of all data in line with the Data Protection Act 2018.
Ensure high standards of IT security and information protection.
Follow organisational policies including health & safety and equality & diversity.
Strengthen and promote the professional status of IT Services across the organisation.
Participate in mandatory and refresher training programmes.
Engage in Continuing Professional Development (CPD).
Travel to other organisational sites where required.

Additional Expectations

All staff members are expected to:

Follow attendance and clocking procedures.
Notify absence appropriately (no later than 10:00 am on the day of absence).
Work flexibly to support wider business needs when required.
Represent and positively promote the organisation at all times.
Contribute to maintaining and developing the organisation’s values and culture.
Maintain the highest standards of professionalism, cooperation, and flexibility.

Person Specification

Essential Requirements

Degree in Computer Science, Engineering, or related discipline.
Proven experience in 1st and 2nd line IT support roles.
Strong proficiency in Windows 10 and Windows 11 (including on-prem server environments).
Advanced knowledge of Microsoft Office 365 administration.
Solid understanding of networking infrastructure and hardware installation.
Excellent communication and interpersonal skills.
Ability to work under pressure and manage competing priorities.
Strong organisational skills and ability to work with minimal supervision.
Ability to handle confidential information with discretion.
Team-oriented mindset with a collaborative approach.

Equal Opportunities Statement

The organisation is committed to fostering a positive, inclusive, and professional working environment. All staff are expected to uphold organisational values and contribute to continuous improvement in services delivered to students and stakeholders.

IT Support Engineer (1st & 2nd Line) – Windows 10/11 & Office 365 – UK Higher Education

Job Purpose