Hybrid IT Support Engineer for Student & Staff Tech Help

University of the Built Environment; Birmingham; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

University of the Built Environment is seeking an IT Support Engineer for a full-time 12-month fixed term. Based Horizons Reading with up to two days homeworking, the role supports students and staff from a central service desk.

Responsibilities include incident management, end-user computing support, AD administration, and basic networking. Excellent customer service and clear ticket progression updates are essential as the technology team drives improvements across the university.

Qualifications

• Experience in a similar/technical role.
• Experience working with Active Directory.
• Understanding of hardware setup for laptops and peripherals.
• Ability to troubleshoot networking basics (DNS, DHCP, Wi-Fi, VPN).
• Strong communication and listening skills with a commitment to customer service.

Responsibilities

• Manage incoming incidents and service requests within the service desk system.
• Provide technical support for end-user computing, device management, end-user M365 troubleshooting, networking basics, AV/teaching room support, and identity/access issues.
• Ensure that the customer is continually updated throughout the lifecycle of their ticket.
• Follow IT procedures, processes and guidelines to set up new starters, changes or leavers.

Skills

Incident management

Active Directory

End-user support

Networking basics

Communication skills

Tools

M365 troubleshooting

Desktop hardware setup

Job description

University of the Built Environment is seeking an IT Support Engineer for a full-time 12-month fixed term. Based Horizons Reading with up to two days homeworking, the role supports students and staff from a central service desk.

Responsibilities include incident management, end-user computing support, AD administration, and basic networking. Excellent customer service and clear ticket progression updates are essential as the technology team drives improvements across the university.