IT Support Engineer

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

IT Support Engineer

Full time (35 hrs/wk), fixed term for up to 12 months

Based Horizons (Reading, Berkshire) with up to two days per week working from home

Salary up to £28,000 pa plus benefits

We have an exciting opportunity for an enthusiastic IT Support Engineer to join our busy and ever-growing Technology team.

As a key member of the Service Desk, you will play an integral role in supporting both students and staff across the University, ensuring they receive a high-quality and effective service. Acting as a first point of contact for technical queries, you will deliver excellent customer service while troubleshooting issues and helping users get the most from our technology.

This is a fantastic opportunity for someone looking to build their technical expertise, broaden their skillset, and develop their career within a supportive team environment. Joining us during a period of change and growth, you'll have the chance to make a real impact while helping shape the future of technology services across the University.

Your accountabilities and responsibilities include:

• 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

Our main requirements:

• Experience in a similar/technical role
• Experience working with Active Directory
• An understanding of setup and configuration of hardware; laptops and other peripherals
• Ability to troubleshoot networking basics (DNS, DHCP, Wi-Fi, VPN)
• Strong communication and listening skills, with a commitment to providing excellent customer service

At University of the Built Environment we expect employees to demonstrate our values: Passion, Integrity, Excellence and Support. Student satisfaction and success are our main drivers, and our people consistently report high levels of employee engagement; your contribution will be valued should you join us.

We are a long-standing and leading provider of supported online education with a long-term ambition to be the world's most sustainable university. At The London School of Architecture, our students study onsite. Staff wellbeing and work-life balance are a priority for us, with flexible working arrangements and a generous holiday allowance amongst some of our key employee benefits.

Vacancy closes on Monday 14 September 2026 at 17:00.

EQUALITY, DIVERSITY, AND INCLUSION

We champion equality, diversity, and inclusion in our workforce. We celebrate diversity and the strengths it brings to our staff body, our student community and our Board of Trustees, recognising that people are key to our success. Our aim is to attract, develop and retain a diverse workforce, therefore we welcome and encourage applications from all backgrounds.