Onsite End-User IT & AV Support Engineer

NEWCASTLE UNIVERSITY; Newcastle upon Tyne; On-site; GBP 30,000 - 31,000; Full time

Benefits offered by this job

Excellent benefits

Generous holidays

Pension schemes

Health & wellbeing initiatives

Job summary

Newcastle University is seeking an End User Support Engineer to join the on-site End User Computing and AV teams. You will support staff, students and visitors, resolving issues across a range of devices and software to keep teaching, learning and research moving smoothly.

This highly visible role requires customer focus, strong problem-solving, and flexibility to attend campus locations and events. Training and development are encouraged within one of the UK's leading universities.

Qualifications

• Experience of providing customer service in an IT, AV or technical support environment.
• Practical knowledge of IT, AV, end-user devices, operating systems, Microsoft 365, network connectivity and standard business applications.
• Good communication skills with the ability to explain technical issues clearly to non-technical users.
• Ability to apply procedures, technical guidance and professional judgement to resolve a range of customer-facing technical issues.
• Willingness to learn new technologies and undertake training.

Responsibilities

• Provide professional, customer-facing IT and AV support to staff, students and visitors, both in person and remotely.
• Diagnose and resolve a wide range of incidents and service requests using ITSM tools and guidance.
• Assess urgency and impact to determine resolution, workaround or escalation.
• Install, configure, deploy and support University-owned IT and AV equipment across faculties.
• Support End User Computing, AV, Service Desk and Service Hub activities across environments.
• Translate technical information clearly for non-technical users and promote approved solutions.

Skills

Customer service

IT support

Microsoft 365

Communication

Teamwork

Information security

Willingness to learn

Education

NVQ Level 3 / HNC or equivalent

Tools

ITSM system

AV equipment

Meeting room technology

Job description

Newcastle University is seeking an End User Support Engineer to join the on-site End User Computing and AV teams. You will support staff, students and visitors, resolving issues across a range of devices and software to keep teaching, learning and research moving smoothly.

This highly visible role requires customer focus, strong problem-solving, and flexibility to attend campus locations and events. Training and development are encouraged within one of the UK's leading universities.