Senior Second Line Support Technician

University of Leeds; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established university is seeking a dedicated IT Support professional to join their Second Line Support Team. This role involves providing exceptional customer service while addressing a variety of technical issues across diverse platforms, including Windows, Mac, and Linux. As part of an ambitious Digital Transformation, you will play a crucial role in enhancing the university's IT capabilities, ensuring users have seamless access to core services. This is an exciting opportunity to contribute to a vibrant academic environment while working with cutting-edge technology and a diverse range of customers.

Qualifications

• Experience in providing first and second line support in a busy IT environment.
• Ability to manage own workload while supporting colleagues.

Responsibilities

• Responding to support requests and finding solutions to IT issues.
• Managing complex queries and providing guidance and mentoring.

Skills

First Line Support

Second Line Support

Customer Service

Windows OS

Mac OS

Linux OS

Technical Problem Solving

Job description

This role is available to current employees within IT Services at the University of Leeds only.

Interviews expected to be held 20 May 2025.

This role will be based on the university campus. We are open to discussing flexible working arrangements.

The University of Leeds is one of the top 100 universities in the world. Established in 1904, we have a strong tradition of academic excellence, reflected in first-class student education, along with world-leading research that has a real impact around the globe.

As we embark on an ambitious Digital Transformation, we are investing in our IT service that is key to developing our learning and research capability as we strive to collaborate across the globe, tackling global issues.

As part of the Second Line Support Team, you will be part of a busy team dealing with requests, incidents, and technical change directed to IT Services. You will work with a diverse range of customers, technologies, and devices across the University, responding to support requests and finding solutions to IT issues. With a professional approach and excellent customer service and communication skills, you will play a key role in ensuring users can access core IT services.

With experience of providing first and second line support in a busy and diverse IT environment, you will have experience of using and supporting Windows and/or Mac and Linux client operating systems on desktop, laptop, tablet, and other mobile devices. You will be responsible for responding to more complex queries, requests, and issues. You should be able to work autonomously, managing your own workload and supporting colleagues by providing advice, guidance, mentoring, and training as appropriate.

Please note that due to Home Office visa requirements, this role may only be suitable for first-time Skilled Worker visa applicants if they are eligible for salary concessions. For more information, please visit: www.gov.uk/skilled-worker-visa

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