IT Support Technician

Arden University; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Support Technician to join their dynamic team in Birmingham. This role involves providing exceptional support to both staff and students, ensuring that technology runs smoothly across all campuses. You will be responsible for managing support requests, delivering user training, and implementing best practices in IT service delivery. With a commitment to innovation and accessibility, this organization offers a vibrant work environment where your contributions will directly impact the educational experience. Join this forward-thinking university and help shape the future of digital education.

Benefits

30 days holiday + bank holidays

Generous pension plan

SimplyHealth plan option

Private Medical Insurance

Access to Perkbox benefits

Free courses for employees

Golden Ticket for free education

Qualifications

• Experience in IT support and service desk roles is essential.
• Strong skills in Microsoft OS and applications are required.

Responsibilities

• Provide outstanding localised and remote IT support.
• Resolve issues with computer & AV hardware and software.

Skills

IT Support / Service Desk experience

Proficient in Microsoft operating systems

Excellent communication skills

Problem solving skills

Ability to multitask

Root cause analysis

Awareness of data protection principles

Technical training experience

Education

ITIL Qualifications

Technical accreditations (e.g., MCSA, CCNA)

Tools

ITSM ticketing system

AV equipment

Job description

Salary:

Employment type:

Hours per week:

The daytime shifts may be converted to evening shifts. If this happens, the salary will remain the same, with the 10% uplift still applying.

Current Shift Pattern:

Tuesday: 12:00 - 20:30
Wednesday: 12:00 - 20:30
Thursday: 08:30 - 17:00
Friday: 12:00 - 20:30
Saturday: 09:00 - 14:00

Potentially changing to:

Tuesday: 12:00 - 20:30
Wednesday: 12:00 - 20:30
Thursday: 12:00 - 20:30
Friday: 12:00 - 20:30
Saturday: 09:00 - 14:00

Reporting into:

Department:

This role will be based full time from our Birmingham campus.

About Arden University

We are an aspirational and multi-award-winning university, delivering rapid growth with ambitious plans to disrupt the HE sector through our passion for innovation and digital education. Our vision is to become the first-choice university for career-focused lifelong learners worldwide, ensuring that everyone, everywhere can access higher education.

There has never been a more exciting time to join Arden University, as we expand into new disciplines, forge worldwide partnerships, and expand our locations.

The IT Department

The IT Support Technician sits within our Technology Department that is crucial to making sure our employees and students can work effectively, deliver projects, find the right solutions and ensure we develop the technology that will make the biggest difference.

Our IT team is made up of around 60 employees with a vast range of skills from Software Development to IT Operations and Security.

The Role – IT Support Technician

We are currently recruiting an IT Support Technician to join our IT team who support all technology for students and staff.

As an IT Support Engineer, you will:

1. Be key in providing outstanding localised and remote support to our Manchester campus, taking ownership of first and second line issues and service requests for staff and students for all technical matters.
2. Resolve on the ground issues with computer & AV hardware and software, taking responsibility for managing incoming support requests both in person and remotely.
3. Deliver user training and encourage company best practice as well as enforce policy, to staff and students across all of the University’s Study Centres and offices.

About You

To be successful as an IT Support Technician here at Arden you must have:

1. IT Support / Service Desk experience
2. Proficient in using and supporting Microsoft operating systems and applications
3. Comfortable explaining technical solutions to all levels of users within a business environment
4. Demonstrable experience of using an ITSM ticketing system
5. Ability to multitask and prioritise / re-prioritise
6. Excellent written and verbal communication skills as well as interpersonal skills
7. Excellent problem solving skills
8. Root cause analysis
9. Previous experience of providing training and / or the creation of documentation to support users
10. Awareness of data protection principles e.g. GDPR
11. A fundamental understanding and appreciation of a variety of underlying web technologies

Desirable Skills and Experience

1. ITIL Qualifications
2. Technical accreditations e.g. Microsoft MCSA / Cisco CCNA / etc.
3. Experience of working with AV equipment

Why Arden:

At Arden, you will become a part of a passionate and dedicated team who are committed to removing unnecessary barriers to learning and making education more accessible. Our people work hard to ensure our students' journeys are the best they can possibly be, as such we want to reward our people with fantastic benefits. Employees benefit from:

1. 30 days holiday + bank holidays on-top, and even a Christmas closure!
2. A generous Aviva pension plan, company contributions starting from 7%
3. SimplyHealth plan option
4. Private Medical Insurance coverage (applies to certain job roles)
5. Access to Perkbox benefits
6. Study any Arden course for free, with a discount for all family and friends
7. Our ‘Golden Ticket’ which allows you to gift anyone in your life a free Arden education

Our Values:

Stand out, Progressive, Accessible, Resourceful, Kindness

There has never been a more exciting time to join Arden University, as we expand into new disciplines and locations. Closing Date: Monday 14 April

We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications or in order to respond to business needs. In order to avoid missing an opportunity to apply please submit your application as early as possible.

If you are a current Arden student or have an upcoming course with us, you are not eligible to apply for this role due to a conflict of interest related to system access.

Equity, Diversity & Inclusion:

Arden University is proud to be a Disability Confident Employer. This means that if you have a disability, as defined by the Disability Equality Act 2010, you may be guaranteed an interview if you meet the essential criteria for the role.

If you wish to be considered under this scheme, you can indicate via the application form below. By doing so, you are also consenting for this information to be shared with the hiring team. For more details on what qualifies as a disability under the Disability Equality Act 2010, please refer to the guidance.

As an Equal Opportunity Employer, we celebrate diversity and are committed to creating a diverse and inclusive workplace. Therefore, we make sure that our recruitment and selection processes never discriminate based upon people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances, and actively welcome applications from all groups.

Sponsorship Statement:

Please be aware that some roles may not meet the points requirement for a sponsored Skilled Worker visa under the points-based immigration system. However, we welcome applications from candidates who do not currently have the right to work in the UK but may be eligible for a visa through an alternative route.