Senior Second-Line IT Support Specialist (Onsite & Remote)

The Methodist Church in Britain; Newcastle upon Tyne; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension scheme

Extensive staff discounts

Health and wellbeing support

Option to keep NHS pension

Job summary

The Methodist Church in Britain seeks a proactive Technical Support Coordinator to join the Digital Services team. The role diagnoses and resolves IT incidents, owns issues end-to-end, and supports staff both remotely and on NHS sites.

You will configure hardware, manage assets, and contribute to knowledge bases while ensuring data protection and governance compliance. You will work with colleagues to improve services, handle escalating issues, and provide clear guidance to users.

Qualifications

• NVQ Level 3 or equivalent IT experience.

Responsibilities

• Provide second-line technical support for the Digital Services Department
• Diagnose, prioritise and resolve incidents and service requests, escalating complex issues to senior colleagues or suppliers
• Take ownership of issues until they are resolved, mitigated or handed to another support team
• Configure, install and support computers, printers and telephony remotely and at the point of delivery
• Give clear advice and guidance to users, explaining actions and outcomes
• Maintain secure configurations and accurate asset records, verifying location and status of equipment
• Investigate recurring problems and contribute to practical remedies and preventative improvements
• Coach colleagues and share knowledge, creating and improving knowledge base materials
• Support service improvements and keep technical procedures accurate, effective and customer focused
• Comply with information governance, data protection and security requirements

Skills

Customer service

Communication

Teamwork

Problem solving

Windows support

Education

NVQ Level 3

Tools

Microsoft Windows

Printers

Telephony

Job description

The Methodist Church in Britain seeks a proactive Technical Support Coordinator to join the Digital Services team. The role diagnoses and resolves IT incidents, owns issues end-to-end, and supports staff both remotely and on NHS sites.

You will configure hardware, manage assets, and contribute to knowledge bases while ensuring data protection and governance compliance. You will work with colleagues to improve services, handle escalating issues, and provide clear guidance to users.