Technical support specialist

Jisc; United Kingdom; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Flexible work pattern

31 days annual leave

Company paid health care cash plan

Wellbeing and learning resources

Job summary

Jisc is seeking a Technical Support Specialist in the Trust and Identity Services team in the United Kingdom. You will resolve incidents and service requests related to access management and federated identity, while guiding first-line support and collaborating with higher-tier specialists to improve services.

You’ll help maintain secure authentication and remote access for the education and research community, publish knowledge articles, and contribute to service improvements in a dynamic,

Qualifications

• Experience with Windows OS and familiarity with Linux.
• Understanding of networking concepts.
• Knowledge of Single Sign-On (SSO) solutions.
• Knowledge of Git, GitLab and GitHub.
• Experience with ticketing systems.
• Excellent customer service and ability to log and track issues.

Responsibilities

• Deliver high-quality, timely support to members and customers.
• Resolve technical issues and escape complex cases efficiently.
• Maintain accurate records of queries, issues, and complaints, ensuring resolution through appropriate channels.
• Create, publish, and validate technical documentation for internal and external use.
• Act as a technical liaison with internal teams, attending meetings and engagements.

Skills

Windows OS

Linux

Networking concepts

SSO

Git

GitLab

GitHub

Ticketing systems

Customer service

Job description

The role:

As a Technical Support Specialist within Jisc's Trust and Identity Services team, you will play a key role in supporting customers by resolving technical incidents and service requests for access management and federated identity services. You will provide guidance and mentoring to first-line support colleagues, collaborate with third-line specialists on complex issues, and contribute to service improvements and knowledge management. Working within a highly skilled team, you will help ensure the delivery of secure, reliable, and user-friendly authentication and remote access services for the UK education and research community.

What you’ll be doing:

• Deliver high-quality,timelysupport to members and customers.
• Resolve technical issues and escapecomplexcasesefficiently.
• Maintainaccuraterecords of queries, issues, and complaints, ensuring resolution throughappropriate channels.
• Create, publish, andvalidatetechnical documentation for internal and external use.
• Act as a technical liaison with internal teams,attendingmeetings and engagements.

What we are looking for:

• Strong experience with Windows OS and an understanding of Linux.
• Basic understanding of networking concepts.
• Understanding of Single Sign-On (SSO) solutions.
• Knowledge ofGit, GitLab, and GitHub.
• Experience with ticketing systems.
• Excellent customer service skills with the abilityto log and track issues accurately.

Don’t meet every single requirement?

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Hybrid working:

Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

Why work for us?

At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.

Our Guiding Principles:

Jisc’s culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.

Discover the amazing benefits we provide! Here’s what you can look forward to:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes three closure days over Christmas
• Buy up to an additional 5 days leave during the flexible benefits window
• Generous flexible pension schemes
• A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support
• A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• A wide range of discounts and cashback from retailers and big-name high-street stores
• Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave

Equity, diversity and inclusion:

Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging.

We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process:

Please let us know how we can best accommodate you throughout the recruitment process. We’re committed to making our process accessible and comfortable for everyone - just tell us what works best for you.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!

We’re really looking forward to getting to know the real you. While we encourage the use of AI tools to help you get started on your CV or cover letter, we encourage you to review your application before submitting. Make sure it truly reflects your own voice, experiences, and personality.

Sponsorship:

Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevantHome Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.

No agencies please.

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