IT Support Technician

eTeach UK Limited; Middleton; On-site; GBP 26,000 - 32,000; Full time

Job summary

eTeach UK Limited is seeking an IT Technician to join the IT Services Team. The role covers helpdesk and on-site support, assisting with a major Windows 11 upgrade across Rochdale and Middleton campuses, and contributing to large IT capital projects.

You will support staff in their day-to-day IT needs, maintain the IT infrastructure, and help ensure high service levels with a strong customer focus.

Qualifications

• 1+ years 1st/2nd line support in a large virtualised environment.
• Experience with Microsoft Server infrastructure (Active Directory, Group Policy).
• Knowledge of backup, disaster recovery and OS security.

Responsibilities

• Provide 1st/2nd line IT support across College stakeholders.
• Maintain core IT services with reliable uptime and SLA adherence.
• Assist with Windows 11 upgrade project and other capital projects for the College.
• Maintain network and security software; manage users and access rights.
• Support staff in everyday IT use and ensure timely task execution.

Skills

1st/2nd line support

Virtualised environment

Microsoft Windows servers

Networking basics

Customer service

Education

Level 3 qualification

Tools

Microsoft Server

Active Directory

Exchange/SharePoint

Job description

Job Description

We are seeking a dynamic, energetic and knowledgeable IT Technician to join our IT Services Team. The ideal candidate will demonstrate good working knowledge of various IT disciplines and will have a passion for IT and supporting others. The role entails Helpdesk and in-person support to College stakeholders across the breadth of the IT Service offer. This is a hands‑on role which is varied and includes supporting large IT capital projects and ensuring stakeholders have access to functioning IT, resolving IT incidents (software and hardware) and supporting staff in their everyday IT use, in order to promote an excellent standard of IT for both teaching and learning and business support functions. A key focus of this position will be assisting the College's IT Services team with a major upgrade project to Windows 11 across both Rochdale and Middleton Campuses. Experience in an IT Support and/or an IT Service Delivery role is essential.

Key Responsibilities

• Supporting an infrastructure including: VDI, Desktop PC / Thin Clients, Backups, Wi‑Fi, Switches, Routers, Firewalls, Servers and other IT peripherals.
• Deliver an outstanding IT service that is highly customer focused, responding to requests for support in line with department service level agreement.
• To continually improve through self‑development; researching existing and new technologies to ensure current and future provision meets the needs of the College.
• Provide a consistent and highly responsive customer centred service to all College IT users, and manage the timely execution of customer requests, taking a systematic approach to achieving department standards and targets.
• Maintain effective communication with customers ensuring their needs are fully understood and they are kept informed of progress when completing tasks.
• Work as a team to provide support to colleagues in IT services and the wider college community, to carry out department objectives and work plans, in particular when providing cover, planning network improvements, maintenance, upgrades and capital projects, in and out of term time.
• Strong commitment to maintaining business continuity and implementing capital projects.
• Under the direction of the Head of IT, maintain network availability to all system users and perform all necessary maintenance.
• Install, configure, and support College IT hardware and software.
• Manage the hardware and software environment to ensure 24 * 7 *365 availability to both Staff and Students.
• Perform daily management of the College backups and file archives stored on the network to assist with disaster recovery and business continuity.
• Assist in maintaining the operating system and security software utilised on the network, including the addition of new users to the network and establishment of rights and privileges.
• Manage the change control process following College guidelines to minimise downtime to end users.
• Strong and regular commitment to CPD and maintaining up to date technical knowledge and expertise, to effectively deliver the role and meet department and organisational objectives.
• Any other duties of a similar level of responsibility as may be required.

Skills, Knowledge and Expertise

Educated to a minimum of a Level 3 qualification.

QualificationsEssential Criteria

How Identified: ApplicationDesirable CriteriaProfessional IT related qualification i.e. Cisco, Microsoft, ITIL or PRINCE2How Identified: Application ExperienceEssential CriteriaMinimum of 1 years providing 1st / 2nd line support in a large virtualised environment using Microsoft Servers and Windows clients.

How Identified: Application Specialist KnowledgeEssential Criteria1 years’ experience of supporting the following technologies at a 1st / 2nd line level:-Large, complex virtual server infrastructureLarge, complex virtual desktop infrastructureEnterprise server & storage (SAN) SolutionsBackup and disaster management solutionsMicrosoft server infrastructure: - E.g. Active directory, Group policy, re-directed documentsMicrosoft Cloud: Exchange, SharePoint, Skype for Business, TeamsLocal and wireless network switching, patching and cablingOS support including Windows desktops / Microsoft OfficeHow Identified: Application/ interviewDesirable Criteria1 years’ experience of supporting the following technologies at a 1st / 2nd line level:-Virtual Server EnvironmentVirtual Desktop EnvironmentThin client deploymentNetwork Storage SolutionsEnterprise Firewall solutionsMicrosoft server infrastructure: - Forefront Identity Manager, SCCMCisco LAN switching and programming/DNS/IPv4 and v6, PoE, etc.Wireless TechnologyIP TelephonyHow Identified: Application