Senior Support Technician

South Thames Colleges Group; Royal Borough of Kingston upon Thames; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Generous annual leave 27 days + 8 days

5 wellbeing days

Pension scheme

Professional development and training

Cycle to work scheme

Job summary

Kingston College is seeking a Senior Support Technician to deliver high-quality ICT support and ensure availability of systems and telephony across the College Group, with a focus on Mac environments.

You will provide 2nd/3rd line support, investigate complex issues, and supervise Support Technicians to maintain service levels and standards. Strong problem-solving and team collaboration are essential.

Qualifications

• Level 3 qualification or equivalent.
• Strong experience with Microsoft Office.
• Experience diagnosing issues in PC/Mac environments.
• Understanding of Apple macOS and system management tools.
• Experience with hardware/software installation, audio-visual technology and printers.

Responsibilities

• Provide 2nd and 3rd line ICT support and resolve escalated issues.
• Oversee day-to-day work of Support Technicians.
• Install, configure and maintain PC and Mac hardware/software.
• Support user accounts and systems; assist with IT equipment replacement and maintenance.
• Ensure ICT services and telephony availability across the college group.

Skills

Mac support

Windows support

Office 365

Troubleshooting

Education

Level 3 qualification or equivalent

Tools

Printer technology

AV equipment

PC hardware/software installation

Job description

Here at Kingston College, the Creative Industries Centre is seeking a Senior Support Technician to provide high-quality technical support and help ensure the availability of ICT systems, services and telephony across the College Group, with a particular focus on supporting Mac systems.

You'll provide 2nd and 3rd line ICT support, investigating escalated, complex and recurring technical issues and ensuring requests are resolved efficiently in line with agreed service levels. You'll also oversee the day-to-day work of Support Technicians, helping to ensure appropriate technical support is available across our College sites and that agreed procedures and standards are followed.

You'll support the smooth running of end-user IT equipment, including desktop and mobile devices, audio-visual equipment, printers and other peripherals. This will include installing, configuring and maintaining PC and Mac hardware and software, supporting user accounts and systems, and assisting with the replacement and maintenance of IT equipment.

We're looking for someone with a Level 3 qualification or equivalent, detailed experience of Microsoft Office and strong experience in computer hardware/software installation, audio-visual technology and printer technology. You'll have experience diagnosing issues in a PC/Mac environment, alongside an understanding of Apple Mac operating systems and Microsoft and Apple system management tools.

You'll be able to work independently without direct supervision as well as collaboratively as part of a team. With a positive, results-focused and flexible approach, you'll have strong problem-solving skills, be able to take ownership and responsibility, and build credibility with managers while understanding business needs.

Knowledge or experience of network technologies, Active Directory, network topologies and services, wireless technologies, LAN/WAN concepts and Unix/Linux would also be advantageous.

• generous annual leave of 27 days plus up to 8 additional days over Christmas/New Year as well as an additional 5 days Wellbeing leave to enhance employees' physical and mental health.
• There is an excellent pension scheme that receives a significant financial contribution from the employer (Teachers Pensions or Local Government Pension Scheme), subsidised sports facilities and professional development and training plus a salary sacrifice cycle to work scheme.

As outlined in the Public Sector Equality Duty of the Equality Act 2010, we are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

As part of our due diligence checks on prospective employees, successful candidates will be subject to an enhanced DBS check, satisfactory references, an online search and proof of eligibility to work in the UK.

The South Thames Colleges Group is made up of Carshalton College, Kingston College, Merton College and South Thames College, which merged on 1 August 2017. South Thames Colleges Group is one of London's largest providers of post-16 education and training and is an ongoing and significant contributor to its local communities. We aim to put students' success at the heart of everything we do.

We are looking for hard-working and collaborative people who can join our team and help challenge our students to progress and achieve.