IT Support Engineer

UNIVERSITY COLLEGE OF ESTATE MANAGEMENT; Reading; Hybrid; GBP 25,000 - 26,000; Full time

Job summary

University College of Estate Management is seeking an IT Support Engineer to join their dynamic Technology team in Reading. The role involves managing service desk operations and providing excellent customer service to staff and students. This position offers a great opportunity for career development in IT, with responsibilities ranging from incident management to technical support across various systems.

Benefits

Generous holiday allowance

Flexible working arrangements

Qualifications

• GCSE Maths and English Grade C/4 or above required.
• Previous experience in a similar technical support role is a must.
• Proficiency with Windows 10/11 and Mac OS essential.

Responsibilities

• Manage incoming incidents and service requests within the service desk system.
• Ensure continual updates to customers throughout the ticket lifecycle.
• Respond to all support requests within defined SLAs.

Skills

Customer service

Communication skills

Technical support experience

Understanding hardware configuration

Education

GCSE Maths and English Grade C/4 or above

Tools

Windows 10/11

Mac OS

Job description

IT Support Engineer

Full time (35 hrs/wk), permanent

Based Horizons (Reading, Berkshire) with up to 2 days per week working from home

Salary range £25,000 to £26,000 pa plus benefits

Applicants are required to submit a current CV, cover letter or email, and a Recruitment Check Form which can be found on our website.

We are looking for an enthusiastic and motivated individual to join our busy and fast-paced Technology team. As an IT Support Engineer, you will be responsible for ensuring the service desk provides an excellent service for all UCEM students and staff. You will come across a varied mixture of systems and will have the opportunity to take part in the support and maintenance of these, as and when required.

This is a great opportunity for someone looking to further their career in IT, develop their skillset and grow their technical knowledge, all whilst playing an integral role within UCEM throughout a busy and exciting period of growth.

Your accountabilities and responsibilities include:

• Manage incoming incidents and service requests within the service desk system
• Ensure that each customer is continually updated throughout the lifecycle of their ticket
• Follow IT procedures, processes and guidelines to set up new starters, changes or leavers
• Respond to all support requests within the defined Service Level Agreement (SLA)

Our main requirements:

• GCSE Maths and English Grade C/4 or above
• Previous experience in a similar/technical support role
• Experience with Windows 10/11 and Mac OS
• Customer service & communication skills with the ability to support users at all levels
• An understanding of the configuration of hardware; laptops and peripherals including printers

At UCEM 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.

University College of Estate Management (UCEM) is a long-standing and leading provider of supported online education with a long-term ambition to be the world’s most sustainable university. 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.

To apply, please visit our website via the button below.

TO APPLY: Please send your CV, covering letter/email, and Recruitment Check Form by no later than Tuesday 10 June 2025 at 5.00 p.m.

EQUALITY, DIVERSITY, AND INCLUSION

Here at UCEM 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.