Second Line Desktop IT Support Technician
Posted Updated 20
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Summary
Second line desktop IT support technician at Havant & South Downs College, supporting staff and students across campuses: troubleshooting hardware/software issues, deploying end-user devices (laptops, desktops, Apple Macs, mobile), basic server maintenance, and mentoring junior technicians. Requires 2+ years in an IT role and customer-facing experience.
Contract Type: Permanent / Full Time
About the Role
We are looking for an experienced, proactive and customer-focused Second Line Desktop IT Support Technician to join our IT Services team at HSDC.
You will provide technical support to staff and students, troubleshoot hardware and software issues, maintain College IT systems and assist with infrastructure projects, including server administration and network services. You will also act as a point of support and guidance for junior technicians, helping to deliver a reliable and efficient IT service across our campuses.
The ideal candidate will have at least two years’ experience in an IT role, strong technical knowledge and excellent communication and customer service skills. If you enjoy problem-solving and working in a collaborative environment, we would love to hear from you!
Responsibilities
You will be responsible for:
Provide exceptional desktop IT support combined with excellent customer service to staff and students
To act as a mentor (and a point of escalation and support) for lower grade IT Technicians
To be responsible for the maintenance and administration of all College owned IT systems, and provide operational support to the IT Services Team Leader and Senior Infrastructure IT Technicians
Installation, deployment and maintenance of all software and hardware products throughout the end-user College IT estate (including, but not limited to, laptops, desktops, Apple Mac devices, tablets and smartphones)
Proactively identify and resolve IT issues, faults and problems throughout the IT estate
Provide basic server maintenance and support, (including user account management and software patching)
Support Senior IT Technicians in liaising with external commercial entities to resolve IT issues, faults and problems (including warranty returns)
Requirements
You will need:
Level 2 qualification in an IT related discipline (or equivalent experience)
Achieved or willing to work towards a relevant IT related professional qualification
Technical understanding of IT Administration/Support requirements
At least 2 years’ experience working in IT related role
Experience of having worked in a customer facing environment
Prioritising, managing and scheduling multiple (sometimes conflicting) work flows and customer requests
About the Role
We are looking for an experienced, proactive and customer-focused Second Line Desktop IT Support Technician to join our IT Services team at HSDC.
You will provide technical support to staff and students, troubleshoot hardware and software issues, maintain College IT systems and assist with infrastructure projects, including server administration and network services. You will also act as a point of support and guidance for junior technicians, helping to deliver a reliable and efficient IT service across our campuses.
The ideal candidate will have at least two years’ experience in an IT role, strong technical knowledge and excellent communication and customer service skills. If you enjoy problem-solving and working in a collaborative environment, we would love to hear from you!
Responsibilities
You will be responsible for:
Provide exceptional desktop IT support combined with excellent customer service to staff and students
To act as a mentor (and a point of escalation and support) for lower grade IT Technicians
To be responsible for the maintenance and administration of all College owned IT systems, and provide operational support to the IT Services Team Leader and Senior Infrastructure IT Technicians
Installation, deployment and maintenance of all software and hardware products throughout the end-user College IT estate (including, but not limited to, laptops, desktops, Apple Mac devices, tablets and smartphones)
Proactively identify and resolve IT issues, faults and problems throughout the IT estate
Provide basic server maintenance and support, (including user account management and software patching)
Support Senior IT Technicians in liaising with external commercial entities to resolve IT issues, faults and problems (including warranty returns)
Requirements
You will need:
Level 2 qualification in an IT related discipline (or equivalent experience)
Achieved or willing to work towards a relevant IT related professional qualification
Technical understanding of IT Administration/Support requirements
At least 2 years’ experience working in IT related role
Experience of having worked in a customer facing environment
Prioritising, managing and scheduling multiple (sometimes conflicting) work flows and customer requests