2nd Line Support Engineer

City of Portsmouth College; Portsmouth; On-site; GBP 29,000 - 32,000; Full time

Job description

Job Title: 2nd Line Support Engineer

Location: All Campuses

Salary: £29,074.42 - £31,704.28 per annum

Hours of work: 37 Hours per week, 52 Weeks per year, Full-Time, Permanent

About us:
At City of Portsmouth College, we aspire to be the employer of choice in the Portsmouth area, with a progressive, supportive, and rewarding workplace culture and one that offers competitive benefits for its staff. By joining us, you will personally be part of the change we are driving and will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators. Everyone at the College is part of the bigger picture and together, each role makes an impact and in turn a difference to our students' learning journey.

We have an unrivalled curriculum of courses on offer for students of all ages and stages covering A-levels, Apprenticeships, Vocational & Technical courses. We also offer Higher Education, Online learning and Community courses that appeal to the needs of the local community.

What we offer:

• Annual Leave: 25 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
• Pension: Generous Local Government pension. Further information can be found at www.hants.gov.uk/hampshire-services/pensions/local-government
• Learning & Development: Programmes by The Community Adult Education Department
• Staff Development: Access to the College staff development programmes and CPD
• Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
• Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
• Parking: Free car parking across all campus sites (apart from Arundel)
• Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets!

About the role:
The 2nd Line Desktop Support Engineer will work as part of a team of 2nd line engineers to deliver high quality customer support. 2nd line engineers will also be expected to troubleshoot and resolve issues, to provide expertise to help with the planning and development of IT systems, support 1st line engineers and escalate and manage issues with 3rd line engineers and 3rd parties. Team working and communications within an overall approach that puts staff and students first will be of key importance.

Key Responsibilities:

• Deliver high quality customer support in the troubleshooting and resolution of technical support issues
• Demonstrate outstanding customer service skills across all our stakeholders
• Providing expertise to support the Planning and development of IT
• Supporting 1st line teams
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
• Escalating and managing issues with 3rd line and 3rd parties
• Assisting in projects as required
• Resolving and assisting with general IT Support tickets
• Provide: Desktop Support, Hardware Repairs, Audio Visual, Software Installation as required
• Support hardware refreshes
• Where required, represent the college and or IT Team in meetings / presentations / Conferences

Specialist Duties:

• Maintain the print provision across college
• Provide mobile device support and management
• Support specialist requirements and design processes to ensure that any requirement is managed and controlled
• Ensure that your knowledge is kept up to date and that the college is adopting good quality systems that are well implemented and maintained
• Ensure that documentation is managed and kept up to date for internal and auditing purposes
• Be familiar with Cyber Essentials criteria and ensure that all systems are developed and maintained to meet the criteria

To be successful in this role, below is what we would need from you:

• Excellent experience of working in a support environment and understanding customer needs
• Good level of understanding of Hardware, Software in particular Office365
• Proficiency with a range of IT systems and software, including knowledge of operating systems, network fundamentals and common office applications
• Any certifications for Microsoft or CompTIA would be desirable but not essential depending on experience
• Excellent problem-solving abilities and the ability to diagnose then resolve technical problems efficiently and effectively under pressure

Diversity and Inclusion:
Equality, Equity, Diversity, and Inclusion are central to the work of City of Portsmouth College. This underpins the vision of the College to transform lives through providing exceptional education and training.

The College's commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities, and the range of direct and indirect student support services.

Pre-Employment Checks:
The City of Portsmouth College is committed to safeguarding and promoting the welfare of children and young people in our college. All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references.

We reserve the right to close the job advert when we have had successful applications, and it may not run for the full duration of the advert.

We do not accept CVs from agencies for these roles.