3rd Line Support Engineer

City of Portsmouth College; Portsmouth; On-site; GBP 34,000 - 36,000; Full time

Benefits offered by this job

Annual Leave

Pension

Learning & Development

Staff Development

Onsite Discounts

Online Discounts

Parking

Blue Light Card

Job summary

City of Portsmouth College seeks a proactive 3rd Line Support Engineer to join the IT team across all campuses. You will provide senior technical support, assist 2nd line engineers, and contribute to the college’s IT infrastructure and services.

The role requires strong troubleshooting, problem-solving, and effective communication with staff at all levels, ensuring service excellence and timely issue resolution in a busy educational environment.

Qualifications

• Experience supporting IT systems and services at 3rd line.
• Ability to troubleshoot and resolve complex technical issues.
• Excellent problem-solving under pressure.
• Strong communication with staff at all levels.

Responsibilities

• Deliver high quality customer support and resolve technical issues.
• Escalation point for the team and liaise with project teams.
• Update ticketing system with progress and actions.
• Support desktop, hardware, and software installations as needed.
• Mentor 2nd line engineers and train others.
• Keep knowledge current and maintain security/compliance.
• Maintain a strong customer focus.

Skills

Troubleshooting

Escalation handling

3rd line support

Customer focus

Job description

Job Title: 3rd Line Support Engineer

Location: All Campuses: Highbury, North Harbour, Sixth Form and Arundel

Salary: £33,980.34 - £36,035.26 Full Time Equivalent per annum

Hours of work: 37 Hours per week, 52 Weeks per year, Full-Time, Permanent

About us: At City of Portsmouth College, we aspire to be the employer of choice in the Portsmouth area, with a progressive, supportive, and rewarding workplace culture and one that offers competitive benefits for its staff. By joining us, you will personally be part of the change we are driving and will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators. Everyone at the College is part of the bigger picture and together, each role makes an impact and in turn a difference to our students learning journey.

We have an unrivalled curriculum of courses on offer for students of all ages and stages covering A-levels, Apprenticeships, Vocational & Technical courses. We also offer Higher Education, Online learning and Community courses that appeal to the needs of the local community.

What we offer:

• Annual Leave: 25 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
• Pension: Generous Local Government pension. Further information can be found at www.hants.gov.uk/hampshire-services/pensions/local-government
• Learning & Development: Programmes by The Community Adult Education Department
• Staff Development: Access to the College staff development programmes and CPD
• Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
• Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
• Parking: Free car parking across all campus sites (apart from Arundel)
• Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets!

About the role: The 3rd Line Support Engineer will work as part of a team to deliver high quality customer support. The Engineer will be expected to act as a senior engineer to support 2nd line engineers with issues, to troubleshoot and resolve issues, but also to provide expertise to support the systems and infrastructure within the college.

Key Responsibilities:

• Deliver high quality customer support in the troubleshooting and resolution of technical support issues.
• Where required, represent the college and or IT Team in meetings / presentations / Conferences.
• Acting as an escalation point for the support team
• Liaising with the project team as part of the escalation process where required
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Escalating and managing issues with 3rd parties.
• Occasionally provide: Desktop Support, Hardware Repairs, Hardware refreshes, Software Installation to support the 2nd line team.
• Ensure that skills and knowledge are maintained and take responsibility for training others.
• Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
• Maintain a strong customer focus at all times.

Specialist Duties:

• Maintain and support Virtual Infrastructure, Server Patch Management, Active Directory/Group policy, Exams Management
• Assisting with supporting the college network infrastructure.
• Image and Application deployment.Support specialist requirements - Exams for example.
• Ensure that your knowledge is kept up to date and that the college is adopting good quality systems that are well implemented and maintained.
• Ensure that documentation is managed and kept up to date for internal and auditing purposes.Be
• familiar with Cyber Essentials and GDPR criteria and ensure that all systems are maintained to meet the criteria.

To be successful in this role, below is what we would need from you:

• Ability to work with staff at all levels
• Troubleshooting and resolution of technical support issues
• Assisting 2nd line team with escalated issues.
• Extensive experience of supporting systems and services at 3rd line
• Excellent problem-solving abilities and the ability to diagnose and resolve technical problems efficiently and effectively under pressure

Diversity and Inclusion: Equality, Equity, Diversity, and Inclusion are central to the work of City of Portsmouth College. This underpins the vision of the College to transform lives through providing exceptional education and training.

The College's commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities, and the range of direct and indirect student support services.

Pre-Employment Checks: The City of Portsmouth College is committed to safeguarding and promoting the welfare of children and young people in our college. All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references.

We reserve the right to close the job advert when we have had successful applications, and it may not run for the full duration of the advert.

We do not accept CVs from agencies for these roles.