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2nd Line Support

  • Location:


  • Sector:

    IT & Infrastructure Support

  • Job Type:


  • Salary:

    £20000 - £24000 per annum

  • Contact:

    Lesley Morgan

  • Contact Email:

  • Salary high:


  • Salary low:


  • Job Ref:


  • Published:

    10 days ago

  • Expiry date:


2nd Line Support



This is a hands-on role, from triage and diagnosis of issues & root cause analysis to the technical administration and support of operational systems, including Windows 10, MacOS, Active Directory, Windows Server, O365 and TCP/IP. You will be responsible for providing a fast and responsive local IT support service to both college teams which is consistent and compliant with the company's IT policies and procedures. To also complete tasks to support the IT team in implementing new technical features.

Essential criteria

  • Experience with Windows 10
  • Experience with MacOS
  • Experience of Active Directory and 365 user account management.
  • An understanding of TCP IP protocols.
  • Experience with printer management
  • To provide an excellent IT service and support to all students at both colleges
  • Highly organised and focused in delivering a fast and high-quality support service.
  • Excellent administrative skills and experience in managing their own work-plan.
  • Good written and verbal communication skills.
  • Good customer facing skills.

Desirable criteria

  • 1st line or 2nd line experience within a technical role ideally within the HE sector, but not essential.
  • Technical qualifications would be helpful bit not essential, full training will be provided.
  • Knowledge of patch management.
  • Knowledge of VOIP phones.


  • To provide 1st line and 2nd line support to all staff and Students in the respective colleges and escalate calls where necessary to the Central Escalations IT support.
  • To maintain a high level of communication to all stake holders during the management of sensitive IT issues.
  • To ensure that all infrastructure services including network connectivity, phone and wireless service issues along with core software services are escalated to the relevant parties within a suitable time frame.
  • To set-up college staff on all technical supplied resources.
  • To actively use and review the IT Helpdesk log to ensure that all college issues are logged and prioritised.
  • To manage all college technical assets and to liaise with Finance on asset purchase, location and disposal.
  • To liaise with the college business system super-users to deploy systems/software across college users.
  • To perform local IT tasks related to project or service affecting work.

Please send you CV to or call 02380 765804.