Second Line Desktop IT Support Technician

The Methodist Church in Britain; Havant; On-site; GBP 24,000 - 32,000; Full time

Job summary

Havant and South Downs College is seeking a permanent full-time IT technician to support staff and students with desktop and device problems across campuses. The role includes hardware and software troubleshooting, maintaining College systems, and assisting with server and network projects.

The successful candidate will have at least two years in an IT role, customer-facing experience, and a Level 2 IT qualification or equivalent. Mentoring junior technicians is part of the duties.

Qualifications

• Level 2 qualification in an IT-related discipline or equivalent experience.
• At least 2 years in an IT-related role.
• Customer-facing experience is required.

Responsibilities

• Provide desktop IT support and customer service to staff and students.
• Troubleshoot hardware and software issues across the estate.
• Mentor and act as escalation point for junior technicians.
• Maintain and administer all College-owned IT systems.
• Support IT Services Team Leader and Senior Infrastructure Technicians.
• Install, deploy and maintain software and hardware on end-user devices.
• Identify and resolve IT faults across the estate; basic server maintenance.

Skills

Customer service

IT support

Communication

Team coordination

Education

Level 2 IT qualification

Job description

This permanent full-time post sits in the IT Services team at Havant and South Downs College, supporting staff and students with desktop and device problems across the campuses. The work covers troubleshooting hardware and software faults, maintaining College-owned systems and helping with server and network projects, and the post also involves mentoring junior technicians. Candidates need at least two years in an IT role and customer-facing experience, plus a Level 2 IT qualification or equivalent experience.

What the job involves

• Provide desktop IT support and customer service to staff and students
• Troubleshoot hardware and software issues
• Act as mentor and point of escalation for lower-grade IT technicians
• Maintain and administer all College-owned IT systems
• Provide operational support to the IT Services Team Leader and Senior Infrastructure IT Technicians
• Install, deploy and maintain software and hardware across the end-user estate, including laptops, desktops, Apple Macs, tablets and smartphones
• Proactively identify and resolve IT faults and problems across the estate
• Provide basic server maintenance, including user account management and software patching
• Assist with infrastructure projects, including server administration and network services
• Support Senior IT Technicians in liaising with external suppliers, including warranty returns
• Deliver a reliable and efficient IT service across the campuses

Qualifications

• Level 2 qualification in an IT-related discipline, or equivalent experience
• Achieved or willing to work towards a relevant IT professional qualification

Experience

• At least 2 years' experience in an IT-related role
• Experience working in a customer-facing environment

Skills & knowledge

• Technical understanding of IT administration and support requirements
• Excellent communication and customer service skills
• Prioritising and scheduling multiple, sometimes conflicting, workflows and customer requests