IT Support Officer — Laptop Provisioning & 2nd‑Line Help

School of Coding & AI; Birmingham; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Salary from £28,000 to £32,000 per yr

Generous annual leave entitlement

Pension Scheme

Employee Assistance Programme

Company events

Retail discounts through Bright Exchag

Job summary

School of Coding & AI in Birmingham is seeking a practical IT Support Officer to own day-to-day hardware support, laptop provisioning, and asset management for staff and students. The role focuses on keeping devices secure, up to date, and reliably connected, while you respond to issues with calm, clear communication.

You will set up laptops, provide 1st/2nd line help, manage stock, assist onboarding/offboarding, and work with partners to resolve more complex problems.

Qualifications

• Experience in IT support with 1st and 2nd line support.
• Experience setting up laptops and user hardware at scale.
• Experience managing IT stock, asset registers or allocations.
• Good working knowledge of Windows laptops and common business software.
• Experience supporting Microsoft 365 and G-Suite, user accounts and access issues.
• Troubleshooting hardware, software and basic networking.
• Strong organisational skills with the ability to manage competing priorities.
• Clear communication and a service-led approach.

Responsibilities

• Set up, configure and deploy laptops and IT equipment for staff.
• Provide 1st and 2nd line technical support for hardware, software, user access and general IT issues.
• Troubleshoot laptop, printer, connectivity, peripheral and account related issues.
• Ensure staff and student devices are kept up to date with required software, patches and security updates.
• Manage IT stock including laptops, chargers, accessories and other equipment, keeping accurate records of allocation, returns and availability.
• Support user onboarding and offboarding, including device setup, account creation, permissions and asset recovery.
• Maintain IT asset registers and ensure all devices are logged, tracked and properly assigned.
• Escalate more complex issues where needed and work with third party suppliers or support partners to resolution.
• Support the maintenance of Microsoft Office or similar business systems, including password resets, user setup and access support.
• Assist with maintaining basic IT security standards across devices and users.
• Help ensure IT support processes are organised, documented and followed consistently.
• Provide responsive, user friendly support to staff with varying levels of technical confidence.

Skills

1st & 2nd line support

Laptop setup & management

IT stock management

Windows OS & business software

Microsoft 365 & G-Suite

Networking basics

Organisational skills

Communication & service-mindedness

Education

CompTIA A+ / Network+

IT degree or diploma

Tools

Active Directory / Entra ID

Ticketing systems

IT documentation

Job description

School of Coding & AI in Birmingham is seeking a practical IT Support Officer to own day-to-day hardware support, laptop provisioning, and asset management for staff and students. The role focuses on keeping devices secure, up to date, and reliably connected, while you respond to issues with calm, clear communication.

You will set up laptops, provide 1st/2nd line help, manage stock, assist onboarding/offboarding, and work with partners to resolve more complex problems.