Onsite End User Support Engineer

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

Benefits offered by this job

Generous holiday allowance

Pension schemes

Health & wellbeing initiatives

Job summary

Newcastle University is seeking an End User Support Engineer to join the End User Support team. You will provide hands-on IT and AV support to staff, students and visitors across campus, both online and in person, resolving incidents and deploying equipment.

The role requires customer-focused problem solving, good communication and flexibility to support events outside normal hours. A UK driving licence is required for site visits; the position is based on campus with opportunities to learn

Qualifications

• Experience delivering customer service in IT, AV or technical support.
• Knowledge of IT, AV, end-user devices and MS 365.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Provide professional IT and AV support to staff, students and visitors both in person and remotely.
• Diagnose incidents and service requests using guidance and judgement.
• Install, configure and support University IT/AV equipment.
• Escalate complex issues and contribute to knowledge base improvements.

Skills

Customer service experience

IT support

AV support

Microsoft 365

Communication skills

ITSM tools

Education

NVQ Level 3 / HNC / equivalent

Tools

Microsoft 365

ITSM system

AV equipment

Job description

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Salary: £29,588 with progression to £31,236 per annum

Newcastle University is a great place to work, with excellent benefits . We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Closing Date: 22 September 2026

The Role

We have reimagined the way we deliver technology services across Newcastle University, creating a modern, customer-focused IT organization that supports thousands of staff, students and visitors every day. As we continue to invest in our services and technology, we are looking for talented and enthusiastic individuals to join our End User Support team.

As anEnd User Support Engineer, you will be at the heart of the digital experience across the University. No two days are the same. One moment you could be helping a researcher get critical work back on track, the next supporting innovative teaching spaces, diagnosing technical issues, deploying equipment, or helping deliver major University events.

Our End User Support team brings together Service Desk & Hubs, End User Computing and Audio Visual support into a single customer-focused function. Working across these areas will give you the opportunity to develop a broad range of technical, communication and customer service skills while building valuable experience across multiple IT disciplines.

This is a highly visible, hands-on role supporting users both Online and In Person across our campus and will need to be able to attend locations as required. You will work with a diverse range of technologies and collaborate with colleagues across the University to ensure staff and students can teach, learn, research and work without technology getting in the way.

We are looking for someone who enjoys solving problems, values excellent customer service and takes pride in making technology simple and accessible for others. You will be encouraged to learn new skills, develop your technical expertise and grow your career within one of the UK’s leading universities.

Previous experience working in an IT Service management aligned team or in the Education sector is desirable. There will be a requirement to provide support to events held outside of normal working hours, for which overtime will be paid.

We are committed to expanding our knowledge and expertise with a strong focus on the training and development needs of our people. Your contribution will help shape the future of education and contribute to ground-breaking projects through IT innovation. To find out more about our dynamic customer-focussed teams, visit Working in our IT Service

* Please note – A UK driver’s license is required for this role to enable use of the IT Services vehicle. Successful candidates will require satisfactory evidence of a full UK driving licence. This appointment is also subject to satisfactory medical clearance. Successful candidates will receive a link from our online medical clearance system during onboarding.

* Please note - There are 4 full time, onsite, campus-based positions available on an ongoing basis, .

As part of the End User Support team, the post holder provides customer-facing IT and Audio Visual support across Newcastle University, applying broad technical knowledge across End User Computing, Audio Visual Services, Service Desk and Service Hub
functions. The role independently manages a varied workload, diagnoses and resolves a wide range of standard and non-standard issues, supports technology deployments and service improvement activity, and helps maintain effective technology services for staff, students and visitors.

The role involves providing face-to-face and remote support, resolving incidents and service requests, installing and supporting equipment, and assisting customers with the use of university IT and AV services. You will work within established procedures and
service standards, escalating more complex issues where appropriate.

Key Accountabilities

• Provide professional, customer-facing IT and AV support to staff, students and visitors, both in person and remotely, ensuring a high-quality customer experience
• Diagnose and resolve a wide range of standard and non-standard incidents and service requests using technical knowledge, ITSM tools, documented guidance and professional judgement
• Assess urgency, customer impact and service risk to determine the most appropriate resolution, workaround or escalation route
• Install, configure, deploy, collect and support University-owned IT and AV equipment, contributing to effective use of assets across their lifecycle
• Support End User Computing, Audio Visual, Service Desk and Service Hub activities across academic, research and professional services environments
• Support customer onboarding, device refresh programmes, office moves, teaching-space support and technology deployment activity
• Translate technical information clearly for non-technical users and influence customers to adopt approved, secure and standard University technology solutions
• Maintain accurate Incident, Request, asset and service records using approved service management tools
• Identify recurring issues and contribute to improvements in knowledge articles, support processes, standard solutions and customer experience
• Work collaboratively with colleagues across NUIT, schools and professional services to coordinate resolutions and minimise business disruption
• Follow University policies, service standards, information security requirements and health and safety procedures

The Person

Knowledge, Skills and Experience

• 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
• Good organisational skills with the ability to apply procedures, technical guidance and professional judgement to resolve a range of customer-facing technical issues
• Ability to work effectively as part of a team
• Awareness of information security and data protection requirements
• Willingness to learn new technologies and undertake training as required
• Commitment to maintaining technical competence across an evolving technology estate and supporting the introduction of new services and technologies
• Experience using an IT Service Management (ITSM) system
• Experience supporting Audio Visual equipment and meeting room technologies
• Knowledge of Microsoft 365 applications and services
• Relevant IT qualification or equivalent practical experience

Attributes and Behaviour

Working Together

• Works collaboratively with colleagues and contributes positively to team objectives
• Treats customers and colleagues with respect and professionalism

Delivering Services

• Takes responsibility for delivering timely, high-quality IT and AV support, balancing service standards, customer impact, security requirements and continuity of teaching, research and professional services activity

Finding Solutions

• Analyses symptoms, investigates issues across multiple technology areas, applies judgement to identify appropriate solutions or workarounds, and recognises when specialist escalation is required
• Maintains technical competence across changing technologies, contributes to adoption of new services and working practices, and supports improvements that enhance customer experience and operational efficiency

Qualifications

• NVQ Level 3, HNC, equivalent technical qualification, or relevant practical experience in an IT or technical support environment

Newcastle University is a global University where everyone is treated with dignity and respect. As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.

We are committed to being a fully inclusive university which actively recruits, supports and retains colleagues from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all of our employees and the communities they represent. We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams, we believe that success is built on having teams whose backgrounds and experiences reflect the diversity of our university and student population.

At Newcastle University we hold a GoldAthena Swan award in recognition of our good employment practices for the advancement of gender equality. We also hold a Race Equality Charter Bronze award in recognition of our work towards tackling race inequality in higher education REC. We are a Disability Confident employer and will offer an interview to disabled applicants who meet the essential criteria for the role as part of the offer and interview scheme.

In addition, we are a member of the Euraxess initiative supporting researchers in Europe.