IT Support Technician x2

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

Job summary

A leading educational organization is seeking an IT Support Technician to ensure technology accessibility across the college. This role involves resolving technical issues, providing 1st and 2nd line support, and collaborating with senior technicians. The ideal candidate will have significant experience in technical support, strong organizational skills, and familiarity with Microsoft 365 and Google systems. The position offers generous benefits, including a holiday allowance of up to 48 days, flexible working options, and extensive wellbeing support.

Benefits

Generous holiday allowance

Family leave options

Access to wellbeing support

Free Gym access

Qualifications

• Experience in end user technical support including desktop and peripheral devices.
• Knowledge around IT technologies and systems.
• Experience working on an IT help desk is a plus.

Responsibilities

• Provide remote and face-to-face support for technical incidents.
• Maintain and update asset databases for end user devices.
• Ensure security of the IT environment.

Skills

End user technical support

Knowledge of IT technologies

Communication skills

Problem-solving skills

Education

Level 2 Maths & English

Level 3 IT related qualification

Tools

Active Directory

Microsoft 365

Windows

Job description

As an employer, we prioritise 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. Taking Teaching Further & Additional Incentives If you're making the move into further education teaching, you may be eligible for the Taking Teaching Further (TTF) programme a funded route to help industry professionals retrain as FE teachers. In addition, for roles in high-need subjects or regions you may also benefit from the government's targeted retention incentive (formerly "levelling-up premium") payments, worth up to £6,000 for eligible teachers in their first five years and teaching certain shortage subjects. Please note eligibility for both TTF and the Targeted Retention Incentive varies by role, subject area and provider, they do not apply to every vacancy. Find out more about both initiatives through the links below.

• Taking Teaching Further - Taking Teaching Further
• Targeted Retention Incentive - Targeted Retention Incentive

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. We have two roles available, one based in Sunderland and the other based in Northumberland, candidates will be asked to give their preference at application stage.

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 perform 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 ensure the security of the IT environment, including the Confidentiality, Integrity and Availability of information systems.
  Level 2 or equivalent Maths & English.
• Level 3 or equivalent professional qualifications in an IT related discipline, with evidence of continuing professional development.

Essential Skills & Experience

• 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.

Desirable Skills & Experience - (Optional)

• Exceptional customer service skills, verbal / written communication, and telephone manner.
• Logical problem solver skills.
• 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).
• A values-driven approach.
• Someone enthusiastic and keen to develop their IT knowledge.
• Hands‑on attitude and a passion for IT.

Benefits

• Enjoy a generous holiday allowance ranging between 35‑48 days per year, plus public holidays (Excluding Term Time Only contracts).
• Generous family leave and flexible working options (dependent on role).
• LGPS or Teacher Pensions Scheme, (dependent on role 15.7% - 28.68%).
• 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.

Our Purpose is to "unlock potential, create opportunities, and transform lives through outstanding education, skills and training". Rooted in our transformative power, it communicates our work in tackling inequalities, removing barriers, and improving the life chances of the people and communities we serve. We nurture our very special culture. Our unifying values framework "The actions we take the choices we make - The actions I take the choices I make" represent the character of our college group, and are grounded in the belief that every action, by every individual, contributes to our success. This why we encourage empowered individuals, personal accountability and growth. Building on our remarkable past, creativity and pioneering spirit, we are moving forward with courage into the future, improving what we do, remaining action‑oriented, and innovating to make an exceptional difference for the world we live in. Shaping futures for a better tomorrow, join our changemaking community now. Please see the following link to our 2024 Ofsted Report, in which EPNE was graded as being Outstanding across all areas - Ofsted-Report-Outstanding.