Description:
Flexibility is essential as the role will occasionally require evening and weekend cover, as well as emergency IT support cover when required. There will also be a requirement to support satellite campuses and occasional travel to other sites may be necessary.
As a Senior IT Support Engineer, you will play an active part in supporting staff and students by delivering a high-quality technical support service and collaborating with colleagues across the University.
As Our Senior IT Support Engineer, You Will
- Provide an efficient technical support service for all IT devices, ensuring software and equipment is fully functional and optimised for staff and students
- Monitor, identify and escalate recurring IT issues and trends to support service improvement
- Support and mentor other IT Support Engineers with escalations, training and documentation
- Provide support across a wide range of hardware, software and AV equipment including PCs, smartboards, conferencing technology, printers and specialist assessment equipment
- Support Active Directory, SCCM/Intune, Citrix, remote access technologies and endpoint management solutions
- Maintain asset registers, complete IT equipment audits and manage stock levels of IT consumables and peripherals
- Support card access systems and student/staff ID production
- Deliver training and guidance to staff and students on new and existing technologies
- Work collaboratively with campus teams and wider IT colleagues to ensure high levels of customer satisfaction
We Are Looking For People Who Are/have
- Considerable experience in a similar role
- Excellent technical knowledge of Microsoft Windows 11 and Microsoft Office 365/2019
- CompTIA A+, Microsoft certifications or equivalent experience
- Recent experience supporting 2nd and 3rd line technical issues across a wide range of software and hardware
- Experience supporting remote access technologies and device management solutions
- Strong understanding of ITIL processes such as Incident, Problem and Change Management
- Excellent customer service skills with experience working in a customer-focused environment
- Strong troubleshooting, analytical and organisational skills