IT Support Assistant

London Academy for Applied Technology; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A higher education institution in London is seeking an IT Support Assistant to provide second-line technical support, manage IT assets, and maintain the IT infrastructure. The ideal candidate holds a Master's degree in IT or Computer Science, has strong experience with Windows, Office 365, and networking concepts, and is capable of troubleshooting issues effectively. This role requires adaptability and may involve working on weekends.

Qualifications

• Master's degree in IT, Computer Science, or a related field.
• Strong hands-on experience with Windows 10/11, Office 365, and Active Directory.
• Good working knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).

Responsibilities

• Provide second-line support to staff and students by resolving hardware, software, and network issues.
• Manage student accounts and permissions within Office 365 for onboarding/offboarding.
• Deploy, configure, and maintain desktops, laptops, and printers.

Skills

Windows 10/11

Office 365

Active Directory

Azure AD

Troubleshooting

Networking concepts

Remote support tools

IT security best practices

Education

Master’s degree in IT or Computer Science

Tools

ServiceNow

Jira

TeamViewer

AnyDesk

Job description

Job Title: IT support Assistant

Department: IT
Reports to: Systems Support Officer
Location: London Academy for Applied Technology, Aldgate
Contract Type: Full-Time

The London Academy for Applied Technology (LAAT) is a dynamic and rapidly growing higher education institution delivering undergraduate programmes in Business, in partnership with Plymouth Marjon University. LAAT is committed to widening participation and delivering an outstanding student experience underpinned by high-quality teaching and robust governance.

Job Purpose

The IT Support Assistant plays a critical role in ensuring the smooth operation of the IT infrastructure across all campuses at the London Academy of Applied Technology (LAAT). The role involves providing second-line technical support to staff and students, maintaining endpoint devices, managing user accounts, and proactively contributing to a secure and efficient technology environment for teaching, learning, and administration.

Key Responsibilities

• Provide second-line support to staff and students by resolving hardware, software, and network issues; keep the IT Manager informed of all unresolved or escalating problems.
  
• Report operationally to the Operational Manager and technically to the IT Manager.
  Manage student accounts and permissions within Office 365 to ensure smooth onboarding and offboarding processes.
• Deploy, configure, and maintain desktops, laptops, printers, and AV devices across academic and administrative departments.
  
• In depth knowledge and hands on experience of working on Python , Java and HTML
  
• Record and report all incidents and occurrences to the IT Manager promptly.
  
• Contribute to the development of knowledge base articles and standard operating procedures to improve issue resolution and promote staff self-service.
  
• Maintain knowledge of Windows and cloud backup systems, and support basic IT procurement processes.
  
• Participate in weekly team meetings and proactively engage with new technologies that may benefit institutional systems.
  
• Demonstrate familiarity with Linux, macOS, Java, HTML, Python, and ITSM platforms such as ServiceNow (certifications in these areas are desirable).
  
• Serve as the first point of contact for student IT queries; handle calls, raise support tickets, and provide effective resolution.
  
• Be prepared to work weekends, evenings, and during off-hours as required. Work location may rotate between campuses based on operational needs.
  
• Manage all IT assets on assigned campuses, including issuing equipment, maintaining asset logs, and coordinating hardware upgrades.
  
• Adhere to staff rotas as communicated in advance by the IT Manager. By accepting this role, the post holder agrees to work on weekends if required, without additional pay. Working days will align with the institution’s academic timetable.
  

Requirements

Required Skills & Experience

· Master’s degree in IT, Computer Science, or a related field (minimum requirement).

• Strong hands-on experience with Windows 10/11, Office 365, Active Directory, and Azure AD.
  
• Good working knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
  
• Proficiency in using remote support tools (e.g., TeamViewer, AnyDesk) and ITSM/ticketing platforms (e.g., ServiceNow, Jira).
  
• Understanding of IT security best practices, including endpoint protection and incident response.
  
• Knowledge of Linux, macOS, Java, HTML, and Python is desirable.
  
• A practical test will be conducted as part of the recruitment process to assess technical knowledge and skills.
  

Key Attributes

• Excellent troubleshooting and problem-solving abilities.
  
• Strong communication skills, with the ability to assist both technical and non-technical users.
  
• Highly organised, detail-oriented, and disciplined in maintaining accurate documentation.
  
• Adaptable and eager to learn new technologies and approaches.
  
• A proactive attitude with the ability to work independently and as part of a team.
  
• Must be able to demonstrate practical IT capabilities to senior management when required.