IT Technical Support Engineer Full Time

Job Summary/Purpose:

The IT Technical Support Engineer will be an important role within the IT team, working closely with the Head of IT to provide technical support to users across the college. In addition to the day-to-day operations and resolving technical queries and issues, the IT Technical Support Engineer will support the delivery of IT solutions and services within the College and ensure these are aligned to organisational plans, strategic initiatives and processes.

Key Duties & Responsibilities include but are not limited to:

• To understand and be able to support the enterprise architecture for the college, how individual business systems work, how they interface to other systems and how the data within systems is used.
• To ensure the IT infrastructure of the College is fully supported by providing first line support of software, hardware and networking that includes installation, configuration, and troubleshooting.
• To install, maintain and support the college’s print services, including: photocopying, scanning and fax services via the use of multiple MFP’s and other standalone devices.
• To meet internal service level agreements and targets for IT support.

IT Administration:

• To work with external network organisations to log and resolve IT issues and produce regular IT helpdesk and telephony statistics on a monthly basis.
• To actively participate in the production of departmental documentation and ensure it is updated, maintained, and distributed accordingly, where required.
• To ensure network and data security is maintained at all times by undertaking a regular programme of checks and audits on key systems and processes.
• To support the Head of IT on the development, implementation and regular reviews of college business continuity and IT Recovery Plans – ensuring alignment with IT backup strategies.

Skills, Qualifications & Experience:

• A degree or relevant technical qualification or equivalent through training / experience e.g., MCSE, MCP, CCNA.
• Experience of rolling out and providing deskside support for hardware (laptops, desktops, mobile phones, printers and other computer peripherals).
• Experience of supporting an IT environment at 1st and/or 2nd line support levels which may have been in a Network Administrator or Desktop/Infrastructure Support capacity.
• Experience of using Active Directory and Azure Active Directory, Powershell,
• Knowledge and experience of administering and supporting an Office 365 environment, including Word, Excel, PowerPoint, Outlook, SharePoint, Teams & OneDrive.
• A good knowledge of desktop operating systems including Windows 7, 10 & 11.
• A good knowledge and experience of supporting users remotely through teams, and other software such as Ninja, & TeamViewer.
• A good knowledge of security protocols such as MFA, Intune.
• Experience and understanding of networking such as Firewalls, switches, TCP/IP, DNS, DHCP.
• Good numerical skills.
• Excellent verbal and written skills and the ability to present to stakeholders at an appropriate level.
• Ability to adapt to changing environments and circumstances.
• Ability to work independently with a high degree of initiative and accuracy.
• A customer focussed approach to service delivery.

Benefits:

We will provide you with Enhanced Annual Leave; CPD opportunities through a generous learning and development budget; Career Development Opportunities; Online Wellness Hub; Health Assessments; Free Perks and Discounts; Employee Assistance Programme; Discounts on food and drinks in our Café; Enhanced Pension; Life Assurance; Employee Referral Scheme; EV charging points available; Free on-site parking.

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