Senior IT Support Engineer

The University of Law; Greater London; On-site; GBP 38,000 - 47,000; Full time

Benefits offered by this job

Private Medical Scheme and Life Assur­

Contributory Pension Scheme

Season Ticket Loans and Staff/Student

Job summary

The University of Law in London (Moorgate campus) is seeking a Senior IT Support Engineer to join our Support team on a permanent, full-time basis. The role includes 35 hours per week across core hours, with shift patterns and occasional weekend work; travel to satellite campuses may be required.

You will deliver high-quality technical support to staff and students, mentor others, and support a wide range of IT systems including AD, Citrix, SCCM/Intune, and remote access technologies.

Qualifications

• Experience in a similar IT support role.
• Strong knowledge of Windows 11 and Microsoft 365.
• ITIL incident, problem and change management understanding.

Responsibilities

• Provide efficient technical support for IT devices and software.
• Monitor and escalate recurring issues to improve services.
• Mentor other IT Support Engineers with escalations and training.
• Support hardware, software, AV equipment, printers and assessment tools.
• Manage AD, SCCM/Intune, Citrix and remote access technologies.
• Maintain asset registers and stock levels for IT consumables.
• Support access systems and ID production.
• Deliver training on new technologies.
• Collaborate with campus teams to ensure high customer satisfaction.

Skills

Windows 11 knowledge

Office 365/2019

ITIL processes

2nd/3rd line support

Remote access technologies

Citrix

SCCM/Intune

Active Directory

Problem solving

Customer service

Tools

SCCM/Intune

Citrix

Active Directory

Job description

We are looking for a skilled and experienced IT professional to join our Support team as a Senior IT Support Engineer. This is a permanent, full-time position based at our London Moorgate campus.

Please note: this role operates on a shift pattern covering core service hours and requires flexibility. The working hours are 35 hours per week, Monday to Friday, covering 08:00-17:00. Shift patterns include:

• 08:00-16:00 Monday - Friday
• 09:00-17:00 Monday - Friday
• 08:00-16:00 at some weekends (this is paid as overtime or time in leu)

Flexibility is essential as the role will occasionally require evening and weekend cover, as well as emergency IT support cover when required. There will also be a requirement to support satellite campuses and occasional travel to other sites may be necessary.

As a Senior IT Support Engineer, you will play an active part in supporting staff and students by delivering a high-quality technical support service and collaborating with colleagues across the University.

As our Senior IT Support Engineer, you will:

• Provide an efficient technical support service for all IT devices, ensuring software and equipment is fully functional and optimised for staff and students
• Monitor, identify and escalation recurring IT issues and trends to support service improvement
• Support and mentor other IT Support Engineers with escalations, training and documentation
• Provide support across a wide range of hardware, software and AV equipment including PCs, smartboards, conferencing technology, printers and specialist assessment equipment
• Support Active Directory, SCCM/Intune, Citrix, remote access technologies and endpoint management solutions
• Maintain asset registers, complete IT equipment audits and manage stock levels of IT consumables and peripherals
• Support card access systems and student/staff ID production
• Deliver training and guidance to staff and students on new and existing technologies
• Work collaboratively with campus teams and wider IT colleagues to ensure high levels of customer satisfaction

We are looking for people who are/have:

• Considerable experience in a similar role
• Excellent technical knowledge of Microsoft Windows 11 and Microsoft Office 365/2019
• CompTIA A+, Microsoft certifications or equivalent experience
• Recent experience supporting 2nd and 3rd line technical issues across a wide range of software and hardware
• Experience supporting remote access technologies and device management solutions
• Strong understanding of ITIL processes such as Incident, Problem and Change Management
• Excellent customer service skills with experience working in a customer focused environment
• Strong troubleshooting, analytical and organisational skills

Why join us?

Along with a competitive salary of £42,350 you’ll enjoy:

• A generous annual leave entitlement of 30 days plus bank holidays
• Access to a wide range of staff and student discount platforms
• Private Medical Scheme and Life Assurance
• Contributory Pension Scheme
• Season Ticket Loans and Student Discounts
• Be part of a diverse and inclusive community

We are committed to ensuring our workforce is reflective of our diverse student population. We actively seek to increase representation across all backgrounds and identities, and we provide support and adjustments throughout the recruitment process.

For more information, please contact [e-mail]

Please note: For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.

Some posts within the University are subject to a DBS check - you will be notified of this during the application process.