IT Support Engineer

University of the Built Environment; Reading; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Pension and life assurance

Wellbeing programme

Sustainable travel

Job summary

The University of the Built Environment seeks an IT Support Engineer to provide technical support to staff and students across the campus. You will manage incidents, handle end-user computing, device management, and identity/access issues, aiming to resolve queries quickly and deliver a high-quality customer experience.

The role combines office-based work in Reading with remote home-working, requires adherence to SLAs and strong collaboration with colleagues to maintain efficient IT services for

Qualifications

• GCSE Maths and English at grade C or 4+ (E, A).
• Further IT/Technology qualifications (D, A).
• ITIL Foundation (D, A).
• Experience in a similar/technical role (E, A, I).
• Experience with Active Directory (E, A, I).
• Experience in education sector or higher education (D, A, I).
• Familiar with learning space technologies (D, A, I).

Responsibilities

• Manage incoming incidents and service requests within the service desk system.
• Provide technical support for end-user computing, device management, M365 troubleshooting, networking basics, AV/teaching room support, and identity/access issues.
• Respond to requests within the defined SLA.
• Keep customers updated throughout ticket lifecycle.
• Set up new starters, changes or leavers in IT systems.
• Escalate/triage incidents to appropriate teams.
• Collaborate with the team and other departments.
• Create/update records for efficiency.
• Build/rebuild laptops and maintain IT Asset Registry.

Skills

End-user Support

Active Directory

Networking basics

Office 365 Admin Centres

Hardware setup

Communication skills

Time management

Cyber Security basics

Education

GCSE Maths and English (C/4+)

IT/Technology qualifications

ITIL Foundation

Tools

Intune Endpoint Management

Autopilot

SCCM

JAMF

Job description

JOB DESCRIPTION

Employment status and working hours

Fixed term for up to 12 months, full time.

Full time hours at the University are 35 per week with the standard working pattern Monday to Friday from 09:00 to 17:00, with some flexibility in start/finish times.

Organisation structure

Chief Operating Officer, Technology.

Your line manager will be George Ford, Service Delivery Manager.

Place of work flexibility

The majority of your working week will be spent at our office in Reading and the rest at your home. The exact split of days/hours is negotiable but must include a minimum of three working days each week in Horizons on the core days (Tuesday, Wednesday, Thursday). The office closes on Fridays. You can attend the office on Mondays if you have worked the three core days. Working from home is only possible if your environment is suitable – please see the ‘Working from home’ section on our Careers Site for further information.

High level summary of job role

At the University of the Built Environment, the Technology team support around 300 employees, 200 Associate Lecturers, and 4,000 students.

As an IT Support Engineer, you will provide technical support to staff and students across the University, ensuring delivery of high quality, customer focused support services. You will support with managing incoming service requests, aiming to resolve queries as quickly and efficiently as possible, and striving to provide an excellent customer experience.

Specific job role accountabilities and 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.

• Respond to all support requests within the defined Service Level Agreement (SLA).

• 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.

• Adhere to escalation/triage procedures ensuring that specific types of incidents or requests are assigned to the appropriate individual, team, or manager.

• Collaborate with the team and other departments to achieve common goals.

• Create and update relevant records to maintain operational efficiency.

• Build/rebuild laptops and keep associated records in IT Asset Registry up to date. Undertake any other related duties commensurate with the scope and level of the role.

Other important features of the job role

Line management responsibilities: None.

Budget responsibility: None.

In this role you will liaise with the following: Staff across the University, Students, 3rd Party Suppliers and Contractors.

PERSON SPECIFICATION

E = Essential person requirement; D = Desirable person requirement

How the person requirement will be assessed:

A = Application; I = Interview; T = Test or other assessment

Please be aware that as part of safer recruitment and onboarding processes, we will seek original documentary evidence of the relevant academic and/or professional qualifications which you include within your job application. This is all part of our comprehensive pre-employment screening which also includes checking your identity, right to work, criminal record history (basic disclosure unless specified otherwise), and three years employment history. This is all part of our commitment to safeguarding our students. Keeping our students safe is a responsibility shared by everyone within the University.

Qualifications and training

GCSE Maths and English language Grade C or 4 or above (E, A).

Further qualifications in IT/Technology (D, A).

ITIL Foundation (D, A).

Previous experience

In a similar/technical role (E, A, I).

Working with Active Directory (E, A, I).

Experience within the education sector/built environment/higher education (D, A, I).

Using Intune Endpoint Management (D, A, I).

Behaviours and attitudes

Alignment to the University’s core values and growth mindset approach, which reflect our culture. Refer to the specific behaviours within the Competency Framework (E, I) – summarised within the careers site.

Skills, knowledge, other requirements

An understanding of setup and configuration of hardware; laptops and other peripherals (E, A, I).

Support skills across Windows 10/11, macOS, mobile platforms, and core productivity services (E, A, I).

Understanding of Microsoft Office applications and using Office 365 Admin Centres (E, A, I).

Knowledge of device management technologies (Intune, Autopilot, SCCM, or JAMF) (E, A, I).

Ability to troubleshoot networking basics (DNS, DHCP, Wi‑Fi, VPN) (E, A, I).

Strong communication and listening skills, with a commitment to providing excellent customer service (E, A, I).

Effective time management and organisational skills (E, A, I).

Ability to prioritise workload and take initiative (E, A, I).

Strong understanding of basic networking, AV equipment setups and webinars (D, A, I).

Familiarity with learning space technologies (D, A, I).

Understanding of Cyber Security including best practice (D, A, I).

Digital skills confidence: We use MS Office which includes Teams, Outlook, Word, Excel, and PowerPoint and several other systems/technology (E, I, T).

Commitment to delivering positive outcomes for our students regardless of your area of work within the University; we want our students to be successful (E, I).

You must be prepared to undertake mandatory online training should you be appointed. The University is regulated by the Office for Students and Ofsted, and we have specific requirements and expectations around safeguarding, Prevent, and anti-harassment and bullying. This is all part of our Competency Framework requirements (E, I).

PAY AND BENEFITS

Salary: Up to £28,000 per annum.

Holiday: 26 days paid holiday (rising to 28 with service) plus paid bank/public holidays plus up to five paid closure days (typically between Christmas and New Year); all per holiday year Full Time Equivalent. Our holiday year runs from 1 August to 31 July. We also have a holiday buy and sell scheme in place. Sometimes the University does not need to close for five days per year and any balance (for example one day), can be used as a paid Wellbeing Day to take time out for your own physical or mental health.

Pension and life assurance: Pensions auto-enrolment to the People’s Pension which is a default salary sacrifice scheme. You may opt out of salary sacrifice but remain in the scheme, or you may choose to opt out altogether. We provide life assurance (death in service) cover as standard to all employees.

Family-friendly policies: Policies in place for all types of family-friendly statutory leave with enhanced pay available from day one of employment for some leave types. Access to Tax-Free Childcare (Government scheme).

Wellbeing: Full access to the Employee Assistance Programme as well as the Thrive Mental Wellbeing app. Several employees are trained Mental Health First Aiders and can support staff. We have a wellbeing policy and we focus on five pillars of wellbeing.

Sustainable travel: Cycle to Work and Electric Vehicle salary sacrifice schemes.

Parking: We have locked sheds for bicycles. For cars, for Horizons based roles, we may in the future be able to offer parking on site however you must not assume this will be possible. Every now and then we may have a spare parking space become available and you can ask to join the waiting list. The University is keen wherever possible, to encourage staff to commute as sustainably as possible.

Other health related benefits: Employer-funded Health Cash Plan (Simplyhealth) and voluntary dental insurance (Unum).

Other valuable benefits:

• Charity giving options available including one voluntary paid day, per annum.
• You will have access to range of lifestyle discounts and everyday savings.
• We offer learning platforms including LinkedIn learning.

Closing date and next steps

We will receive applications until the advert closes on Monday 14 September 2026 at 17:00. We will not consider late applications. Our ATS does not screen applications, we humans do. Applications may be reviewed prior to the closing date and occasionally, you may be invited to interview ahead of the closing date.