IT Support Technician

Education Partnership North East; Sunderland; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading education provider as an IT Support Technician, where you will enhance the technological landscape across the college. You will support users with technical challenges and play a crucial role in maintaining IT equipment and infrastructure, ensuring smooth operations within a supportive and inclusive environment. Enjoy an extensive benefits package including generous holiday allowances and well-being support.

Benefits

Generous holiday allowance (35-48 days per year)

Flexible working options

Pension Scheme (15.7% - 23.68%)

Retail discounts via myLifestyle benefits platform

Dental, eye care & health cash plans

Digital Wellbeing Hub support

Free parking on most campuses

Free Gym access available at Bede Campus

Qualifications

• Experience in end user technical support including desktop devices.
• Knowledge of IT technologies and ability to work independently or in a team.
• Experience with Active Directory and Microsoft 365.

Responsibilities

• Provide 1st and 2nd line support for technical issues.
• Maintain and configure IT equipment.
• Ensure security of the IT environment.

Skills

Customer service skills

Communication

Problem-solving

IT Support

Education

Level 3 or equivalent in IT related discipline

Job description

We are driven by a passion for transforming lives through education. As a leading education provider in the North East of England, our institutions; Sunderland College, Northumberland College, and Hartlepool Sixth Form College, are united in our commitment to delivering exceptional teaching and learning experiences that empower students to reach their full potential.

We are ambitious in our pursuit of excellence, currently ranked as the top-performing Further Education college in the region for students ages 16 to 19, and second nationally.

Our college community is built on a foundation of inclusivity, where we encourage both staff and students to embrace their authentic selves, show respect for others, and innovate in creating an exceptional student experience. Together, we are shaping an exciting future for everyone across our group.

Please see the following link to our 2024 Ofsted Report, in which EPNE was graded as being Outstanding across all areas -Ofsted-Report-Outstanding

Our Journey & Values

As an employer, we prioritize cultivating a supportive and inclusive workplace culture, where our staff can thrive and grow. We recognize that our employees are our greatest asset, and we are deeply committed to investing in their professional development and overall wellbeing.

About the Candidate

You will be a changemaker by ensuring that technology is accessible, secure, and efficiently maintained within the organisation. By swiftly resolving technical issues and implementing innovative solutions, you play a pivotal role in boosting productivity and enabling digital transformation across the college group. Your expertise will help us in staying ahead in a rapidly evolving tech landscape, empowering customers and stakeholders with the tools they need to succeed. Through your problem-solving skills, you will not only prevent disruptions but also contribute to the lasting impact on both the workplace and the wider community.

About the Role

As an IT Support Technician, you will collaborate with senior technicians and engineers, taking charge of the maintenance and configuration of our IT equipment. Your commitment to technology, coupled with exceptional organizational, administrative, and communication skills, will set you apart.

Playing a crucial role, you will provide both 1st and 2nd line technical support, contributing to ongoing operations and exciting projects alike. Familiarity with Microsoft 365 and Google ecosystems, including Azure AD, SharePoint, Teams, Google Classroom, and device management, will be advantageous .

Role Responsibilities

• To provide remote and face to face support for customers on all technical incidents raised as escalated via the Service Desk.
• To proactively highlight common issues encountered , and seek to resolve these, and/or document knowledge base information for service desk staff/end customers, in order to promote greater self-service and/or resolution at service desk level.
• To ensure that all calls for support and requests (direct or via the Help Desk) are dealt with promptly always resulting in high satisfaction with outcomes
• To p erform routine end user device (desktops, phones etc) maintenance and deployment/retirement of these devices.
• To rigorously maintain and update asset databases around end user devices.
• To ensuring the security of the IT environment, including the Confidentiality, Integrity and Availability of information systems.

Qualifications

• Level 3 or equivalent professional qualifications in an IT related discipline, with evidence of continuing professional developmen

Significant experience in end user technical support including desktop devices, peripheral devices (printers, MFDs etc), IT systems such as Active Directory, Microsoft 365, and mobile devices.

• Broad level of knowledge around IT technologies
• Some experience working on an IT help desk.

Exceptional customer service skills, verbal / written communication, and telephone manner.

• The ability to work independently or as part of a team.
• Desktop support experience with familiarity around laptop and desktop builds running the latest versions of Microsoft Windows.
• Active Directory Administration (passwords, users, groups, permissions).
• Office 365 Administration (passwords, users, groups, permissions).
• Someone enthusiastic and keen to develop their IT knowledge
• Hands-on attitude and a passion for IT

What’s in it for you?

Join EPNE and you’ll be part of a culture that prioritizes your development and wellbeing, which is why all employees receive an extensive benefits package.

• Enjoy a generous holiday allowance (35-48 days per year, plus public holidays).
• Generous family leave and flexible working options (dependent on role)
• LGPS or Teacher Pensions Scheme, (dependent on role 15.7% - 23.68%)
• Access to myLifestyle benefits platform providing retail discounts and more.
• We offer dental, eye care & health cash plans.
• Extensive wellbeing support through a digital Wellbeing Hub that offers a broad range of support for physical, mental, and financial wellbeing.
• Free parking on most campuses.
• Free Gym access available at Bede Campus

Due to the nature of this post, you will be required to undertake an Enhanced Disclosure Check.

We believe in equal opportunities and welcome applications from all sections of the community.

We are committed to PREVENT and safeguarding the welfare of children and vulnerable adults.

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