Second Line Desktop It Support Technician

Havant & South Downs College; Havant; On-site; GBP 28,000 - 36,000; Full time

Job summary

Havant & South Downs College is seeking an experienced Second Line Desktop IT Support Technician to join our IT Services team in Havant. You will troubleshoot hardware and software issues, support staff and students, and help manage college IT systems across campuses.

The ideal candidate has at least two years in an IT role, strong technical knowledge and excellent communication. You will also mentor junior technicians and participate in infrastructure projects and server administration.

Qualifications

• Level 2 IT qualification required or equivalent experience.
• Willingness to work towards additional IT qualifications.
• At least 2 years’ experience in an IT-related role.
• Experience in a customer-facing environment.

Responsibilities

• Provide desktop IT support to staff and students with a strong focus on customer service.
• Mentor and support junior IT Technicians as a point of escalation.
• Maintain and administer College IT systems and contribute to IT projects and server administration.
• Install, deploy and maintain software and hardware across end-user devices (laptops, desktops, Macs, tablets, mobile devices).
• Identify and resolve IT issues and faults across the IT estate; perform basic server maintenance and user account management.
• Liaise with external entities to resolve IT issues and warranty cases.

Skills

Customer service

Desktop IT support

Troubleshooting

Communication

Education

Level 2 IT qualification

Relevant IT professional qualification

Job description

Contract Type:

Permanent / Full Time

About the Role

We are looking for an experienced, proactive and customer-focused Second Line Desktop IT Support Technician to join our IT Services team at HSDC.

You will provide technical support to staff and students, troubleshoot hardware and software issues, maintain College IT systems and assist with infrastructure projects, including server administration and network services. You will also act as a point of support and guidance for junior technicians, helping to deliver a reliable and efficient IT service across our campuses.

The ideal candidate will have at least two years’ experience in an IT role, strong technical knowledge and excellent communication and customer service skills. If you enjoy problem-solving and working in a collaborative environment, we would love to hear from you!

Responsibilities

You will be responsible for:

• Provide exceptional desktop IT support combined with excellent customer service to staff and students
• To act as a mentor (and a point of escalation and support) for lower grade IT Technicians
• To be responsible for the maintenance and administration of all College owned IT systems, and provide operational support to the IT Services Team Leader and Senior Infrastructure IT Technicians
• Installation, deployment and maintenance of all software and hardware products throughout the end-user College IT estate (including, but not limited to, laptops, desktops, Apple Mac devices, tablets and smartphones)
• Proactively identify and resolve IT issues, faults and problems throughout the IT estate
• Provide basic server maintenance and support, (including user account management and software patching)
• Support Senior IT Technicians in liaising with external commercial entities to resolve IT issues, faults and problems (including warranty returns)

Requirements

You will need:

• Level 2 qualification in an IT related discipline (or equivalent experience)
• Achieved or willing to work towards a relevant IT related professional qualification
• Technical understanding of IT Administration/Support requirements
• At least 2 years’ experience working in IT related role
• Experience of having worked in a customer facing environment
• Prioritising, managing and scheduling multiple (sometimes conflicting) work flows and customer requests