ICT Support Technician (2nd Level)

Ulster University; Derry/Londonderry; On-site; GBP 28,000 - 33,000; Full time

Job summary

A reputable university in Northern Ireland is seeking an ICT Support Technician to provide essential 2nd line IT support to staff, students, and visitors on campus. This entry-level role is perfect for those looking to gain practical experience and offers opportunities for career progression. Responsibilities include troubleshooting escalated IT issues, managing service requests, and deploying hardware/software solutions. Applicants should hold relevant qualifications or experience in ICT technical support. The role requires on-campus presence, with hybrid or remote options not available.

Benefits

Family-friendly working environment

Flexible working options

Employee benefits available

Qualifications

• Experience providing 2nd level ICT service request and incident management support.
• Experience in problem analysis and resolution activities in an ICT technical support environment.
• Evidence of experience configuring and deploying hardware and software.

Responsibilities

• Provide 2nd line ICT technical support to staff, students, and visitors.
• Troubleshoot and resolve escalated IT issues.
• Manage service requests and incident tickets.
• Analyze and resolve problems in a technical support environment.
• Configure and deploy hardware and software, including portable devices.

Skills

2nd Line ICT Technical Support

Troubleshooting

Incident Management

Problem Analysis

Hardware Configuration

Software Deployment

Education

HNC/HND, Foundation degree, NVQ Level 4 or equivalent

Job description

ICT Support Technician (2nd Level)

Department: Digital Services
Grade: 5 (£28,778 - £32,097)
Responsible to: Head of Customer Services & Support
Campus: Derry / Londonderry
Closing Date: 6th January 2026
Reference: 040207
Employment Type: Full-time, Fixed-term to 31st December 2026

About Us

We are a university with a national and international reputation for excellence, innovation, and regional engagement, making a major contribution to the economic, social, and cultural development of Northern Ireland. Our core business activities are teaching and learning, widening access to education, research and innovation, and technology and knowledge transfer.

Role Overview

Join our dynamic Digital Services team as an ICT Support Technician at Ulster University, where you’ll play a vital role in providing essential IT support to staff, students, and visitors across campus. This entry-level role offers practical experience and ample opportunity for career progression. You will deliver 2nd line IT technical support by resolving a range of IT issues, supporting staff, students, and visitors with technical problems based at your campus location. You’ll troubleshoot and solve escalated issues, delivering solutions that keep the university running smoothly. The role requires an understanding of IT Service Management and knowledge of current computing technologies. As this is an entry level post, a training and development plan is scheduled. Please note: this role involves working on campus to facilitate in‑person support; hybrid or remote options are not offered.

Responsibilities

• Provide 2nd line ICT technical support to staff, students, and visitors.
• Troubleshoot and resolve escalated IT issues.
• Manage service requests and incident tickets.
• Analyze and resolve problems in a technical support environment.
• Configure and deploy hardware and software, including portable devices.

Qualifications

• Hold an HNC/HND, Foundation degree, NVQ Level 4 or equivalent (or be in the final 6 months of a degree programme with relevant ICT content), or have equivalent experience in a 2nd Level ICT technical support environment.
• Experience providing 2nd level ICT service request and incident management support.
• Experience in problem analysis and resolution activities in an ICT technical support environment.
• Evidence of experience configuring and deploying hardware and software, including portable devices.

Benefits

Employee benefits are available on our website. Ulster University holds a Silver Athena SWAN Award in recognition of our commitment to advancing gender equality in higher education. We support a family‑friendly working environment, including flexible working.

Equality, Diversity & Inclusion

Ulster University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.