IT Support Engineer
Core
Provide technical support to staff, associate lecturers, and students across the University, managing service requests and ensuring high-quality customer service.
Role type
IT Support Engineer (Service Desk)
Builds
Support services for end-user computing, device management, and teaching room AV/networking
Domain
Higher Education / IT Support
Deliverable
client delivery
Required skills
End-user computing support, M365 troubleshooting, device management (Intune/Autopilot/SCCM/JAMF), networking basics (DNS/DHCP/Wi-Fi/VPN), hardware setup and configuration, Active Directory management, ticket lifecycle management, escalation procedures
Preferred skills
Education sector experience, AV equipment setup, learning space technologies, Cyber Security best practices
Technologies
Windows 10/11, macOS, Microsoft 365, Intune, Autopilot, SCCM, JAMF, Active Directory, DNS, DHCP, Wi-Fi, VPN, Teams, Outlook, Word, Excel, PowerPoint
Responsibilities
Manage incoming incidents and service requests within the service desk system; Provide technical support for end-user computing, device management, M365 troubleshooting, networking basics, AV/teaching room support, and identity/access issues; Respond to all support requests within the defined Service Level Agreement (SLA); Ensure that the customer is continually updated throughout the lifecycle of their ticket; Follow IT procedures, processes and guidelines to set up new starters, changes or leavers; Adhere to escalation/triage procedures ensuring that specific types of incidents or requests are assigned to the appropriate individual, team, or manager; Build/rebuild laptops and keep associated records in IT Asset Registry up to date
Seniority
Individual Contributor
