2nd Line Desktop IT Support — Mentor & Escalation Lead

Catchwork; Havant; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Training & development

Pension scheme

Annual leave

Job summary

Catchwork is seeking a 2nd Line Desktop IT Support Technician to join the IT department at Havant / South Downs. You will provide desktop IT support to staff and students while mentoring lower grade technicians and assisting with IT services improvements.

The role encompasses maintaining IT systems, assisting with software/hardware installations, and contributing to documentation and project work under guidance from senior technicians and the IT Services Team Leader.

Qualifications

• Level 2 qualification in an IT related discipline (or equivalent experience).
• Willing to work towards a relevant IT related professional qualification.
• At least 2 years’ experience working in IT related role.
• Experience of having worked in a customer facing environment.
• Strong customer service skills.
• Personal time management and good organisation skills.
• Ability to communicate technical concepts to technical and non-technical audiences.

Responsibilities

• Installation, deployment and maintenance of all software and hardware products throughout the end-user College IT estate (including, but not limited to, laptops, desktops, Apple Mac devices, tablets and smartphones)
• Support and liaise with the IT Service Desk personnel to ensure identified IT issues are recorded (in LANSweeper) and resolved correctly, providing technical advice and support to staff and students
• Under the supervision of the Senior IT Technicians team (and/or the IT Services Team Leader) undertake project work for the progression and development of the IT Services offering in line with operational and strategic objectives
• Support the Senior IT Technician team in the installation, testing and configuration of software packages and updates on infrastructure devices (i.e. servers)
• Support the Senior IT Technician team in ensuring the current backup methodology is appropriate and successful, and to execute tests of that methodology on a regular basis to ensure integrity of backups (under the supervision of the Senior IT Team and/or IT Services Team Leader)
• Assist with the creation and updating of documentation relating to the work practices and procedures of the IT Services department

Skills

Customer service

Communication

Time management

Organization

Education

Level 2 IT qualification

Willing to work towards IT qualification

Job description

Catchwork is seeking a 2nd Line Desktop IT Support Technician to join the IT department at Havant / South Downs. You will provide desktop IT support to staff and students while mentoring lower grade technicians and assisting with IT services improvements.

The role encompasses maintaining IT systems, assisting with software/hardware installations, and contributing to documentation and project work under guidance from senior technicians and the IT Services Team Leader.