2nd Line Support Engineer

The Sheffield College; Sheffield; On-site; GBP 27,000 - 33,000; Full time

Job summary

The Sheffield College is seeking a 2nd line support engineer to enhance their IT services by resolving advanced technical issues, maintaining systems, and supporting the overall goal of excellence in student services. The role involves collaboration, problem-solving, and continuous improvement in a diverse educational environment.

Benefits

Enhanced Pension contributions scheme with SYPA - 17.1%

30 Days+ 8 Bank Holidays annual leave

Employee assistance programme through Bupa

Free eye tests for VDU users

Free Parking available at campuses

Qualifications

• Essential understanding of cyber security and related tools.
• Experience with troubleshooting software, hardware, and network issues.
• Ability to manage technical incidents and maintain documentation.

Responsibilities

• Handle technical issues involving advanced troubleshooting.
• Manage ongoing technical incidents and track resolutions.
• Perform regular maintenance checks and updates on IT systems.

Skills

Cyber Security

Problem Solving

Technical Support

Communication

Job description

About Us

The Sheffield College is a further and higher education institution dedicated to providing academic, vocational, and professional qualifications to approximately 13,000 young people and adults annually. Our mission is to transform lives through learning, advocating for inclusivity and diversity at every stage.

About The Role

We have high aspirations and standards for ourselves, and our learners and this role will be a key one in supporting the colleges mission to be consistently great and ensure our students get the qualifications and skills they need to go further in employment, careers, apprenticeships, further training, and university level courses.

This customer facing professional role is responsible for ensuring that IT and AVA services are installed and maintained to support the Colleges aim on the journey from good to great.

Main Responsibilities

• Technical Support: Handling technical issues that require deeper technical expertise, including troubleshooting software, hardware, and network problems that first-line support could not resolve.
• Incident Management: Managing ongoing technical issues, tracking their resolution progress, and ensuring they are resolved within agreed service levels using our ServiceDesk.
• Essential understanding of cyber security and the associated tools and services used to protect users of the College and its data. You will be expected to find and fix any issues while on campus or remotely on equipment owned by the College.
• Problem Solving: Employing diagnostic tools and techniques to identify the root causes of IT issues, often involving a deeper understanding of the systems and software in use.
• To help and make suggestions on the types of technologies used to assist students and staff on campus
• Working closely with first-line support analyst to understand the issues at hand and collaborating with third-line support or technical teams when necessary.
• Performing regular maintenance checks on IT systems, monitoring system performance, and implementing measures to prevent future issues.
• Updating knowledge bases and documentation to reflect solutions to common problems and sharing this knowledge with first-line support to improve overall service efficiency.
• Providing clear and effective communication with users throughout the problem resolution process, including instructing them on steps to mitigate or resolve issues.
• Implementing Solutions: 2nd line support engineers will also be involved in deploying and configuring hardware, installing software updates, and applying patches to resolve security vulnerabilities.
• Continuous Improvement: Contributing to the continuous improvement of IT services by providing feedback on recurring issues and suggesting improvements to systems and processes.
• Deliver various systems and processes in line with our service catalogue most of which are IT-related, AVA or other hardware.
  
  

What We Can Offer You

As the successful candidate, you will be offered a salary of between £27,654 - £32,272per annum based upon a combination of the skills, knowledge and experience that you can bring to the role

Our Benefits

• Enhanced Pension contributions scheme with SYPA - 17.1%
• Annual leave -30 Days(222 hours)+ 8 Bank Holidays(59.2 hours)-this includesa discretionary Christmas closure period
• Health and wellbeing, we offer
• Employee assistance programme through Bupa
• Occupational Health through PAM
• Free eye tests for VDU users
• Free Parking is available at the majority of our campuses
  

Further information can be found on ourBenefitsandCareer Developmentpages.

Disability Confident

We are a Disability Confident employer and are committed to removing barriers for applicants with a disability during our recruitment process, upon appointment and as an employee. Please review ourRecruitment Guidelines for Disabled Candidates which provides further information on reasonable adjustments and how the Disability Confident scheme works in practice.If you require any reasonable adjustments or any support at any point throughout the process, please contact us.

Armed Forces Covenant

As part of our commitment through the Armed Forces Covenant, were pledged to support the Armed Forces Community. Recognising the value Personnel, Veterans and military families contribute to our community and country.

Safeguarding

We are an employer who is committed to safeguarding and promoting the welfare of students. Successful applicants will be required to have an enhanced DBS check and will be subject to safer recruiting procedures. Further details on our safer recruiting procedures, including the employment of ex-offenders can be found here Safeguarding

As a Leader in Diversity employer, we encourage applications from everyone and value diversity in our workforce.

Closing date: 29th June 2025

Please be aware If we have a high number of applications, we may decide to close the vacancy earlier.

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