Support Technician

University of Winchester; Winchester; On-site; GBP 26,000 - 30,000; Full time

Job summary

The University of Winchester offers two full-time Support Technician positions in their Knowledge & Digital Services. Successful candidates will provide second-line technical support, assist in equipment provisioning, and engage effectively with students and staff, demonstrating strong communication and customer service skills. The role includes a competitive salary and a range of benefits, including a contributory pension and access to on-site facilities.

Benefits

Employee Assistance Programme

Holiday entitlement starting at 21 days per year

Discounts at retailers, restaurants, and entertainment venues

Free wellbeing events

Contributory pension scheme

On-site gym and sports facilities

Qualifications

• Previous experience in IT support is essential.
• Experience in an educational setting is advantageous.
• Knowledge of macOS and associated apps is desirable.

Responsibilities

• Prioritising and diagnosing IT incidents.
• Investigating incidents and seeking resolutions.
• Documenting and closing resolved incidents.

Skills

Microsoft Office

Customer Service

Communication

Digital Skills Development

Job description

Support Technician

Full time, 37 hours per week

£26,942 to £29,959 per annum

The University of Winchester's Knowledge & Digital Services provide our students and staff with a wide range of IT services, resources, and equipment to support their academic activities. Reporting to the Team Leader of KDS Support, the successful candidate will join a team providing second-line technical support, as well as assisting our Technology for Teaching and Estates & Facilities Services with equipment provisioning and office moves/projects.

Previous experience in IT support is essential, with a focus on Microsoft Office tools/environments. Experience in an educational setting and supervising projects or casual junior staff would be advantageous.

Knowledge of specialist educational tools and macOS/associated apps is desirable. The candidate should be able to work effectively with students and staff at all levels, demonstrating excellent communication and customer service skills, working both as part of a team and independently.

Main duties include:

1. Prioritising and diagnosing IT incidents according to established procedures.
2. Investigating incidents and seeking resolutions, escalating unresolved issues internally.
3. Documenting and closing resolved incidents in line with departmental procedures and Customer Service Excellence standards.
4. Developing knowledge base resources for customer self-help and to reduce future first-line calls.
5. Identifying digital skills development needs.
6. Provision, maintenance, and asset management of workstation equipment across campus.

The successful candidate will work 37 hours per week, typically Monday to Friday.

We are recruiting two full-time Support Technicians.

As a university employee, you will have access to various benefits, including:

• Employee Assistance Programme
• Holiday entitlement starting at 21 days per year, increasing after 5 years of service, with options to buy additional leave up to 35 days
• Discounts at retailers, restaurants, and entertainment venues
• Free wellbeing events, including weekly exercise classes
• Contributory pension scheme
• On-site gym and sports facilities

Closing Date: 1 July 2025

Interview Date: 15 July 2025

Our mission is to educate, advance knowledge, and serve the common good.