IT Support Engineer

Ready to Inspire the Next Generation of IT Professionals?

The IT Support Engineer provides responsive first and second line support across the College, resolving incidents and service requests, maintaining end-user technology and helping colleagues use digital services confidently.

We are looking for an approachable and innovative IT professional who embraces AI and emerging technologies, enjoys engaging with people and helps evolve IT services in line with business needs. The role works as part of a diverse, enthusiastic team supporting three College sites.

Your day to day impact

• Provide friendly first-line support in person, remotely and through the IT service desk.

• Log, prioritise and resolve incidents and requests within agreed service levels.

• Diagnose common hardware, software, account, network, print and audio-visual issues.

• Support Microsoft 365, Microsoft Entra ID, Teams and Class Notebook administration.

• Build, deploy and maintain end-user devices and peripherals.

• Maintain accurate asset and equipment-lifecycle records.

• Support ID cards, access control, PaperCut, printers and business systems.

• Maintain clear knowledge articles, user guides and standardised SOPs.

• Use service data and feedback to reduce repeat issues and improve support.

• Use AI, automation and emerging technology responsibly to improve services.

• Engage positively with staff and students across all three sites.

• Support projects, service improvements and new technology rollouts.

• Share knowledge and maintain relevant professional development.

• Provide cover for related services, including Printers, when required.

All staff are expected to follow College policies and procedures, particularly those covering safeguarding, health and safety, information security, data protection, equality, diversity and inclusion, risk management, quality and professional conduct.

Essential Criteria:

Qualification Required

• Level 2 English and Maths, or equivalent competence.

• Relevant IT qualification, apprenticeship or equivalent practical experience.

Skills and Abilities

• Practical troubleshooting skills across Windows devices, Microsoft 365, user accounts, networks, printing, audio-visual equipment and common business applications.

• Clear written and verbal communication, with the ability to explain technical information to people with different levels of digital confidence.

• Ability to prioritise incidents and service requests according to business impact, urgency and agreed service levels.

• Ability to create and maintain accurate knowledge-base articles, user guides and standard operating procedures.

• Ability to use service data and user feedback to identify recurring issues and recommend practical improvements.

• Ability to work effectively across all three College sites.

Experience

• Experience providing first-line or second-line IT support in a customer-focused environment.

• Experience supporting end-user devices, Microsoft 365 and common business systems.

• Experience using an IT service management platform to record and manage incidents, service requests, priorities, updates and escalations.

• Experience maintaining accurate asset, configuration or equipment-lifecycle records.

Knowledge

• Working knowledge of Windows, Microsoft 365, Microsoft Entra ID, Microsoft Teams and end-user technology.

• Understanding of IT service management practices, including incident, request, knowledge, change and asset management.

• Awareness of cyber security, identity and access management, data protection and responsible AI use.

• Understanding of safeguarding, confidentiality and appropriate handling of college information.

Personal Attributes

• Approachable, patient and confident when supporting staff and students.

• Organised and accountable, with attention to detail and ownership of issues through to resolution.

• Calm and professional under pressure, with sound judgement regarding priority, impact and escalation.

• Collaborative and willing to share knowledge and support colleagues across different sites and services.

• Curious, adaptable and enthusiastic about AI, innovation and emerging technology.

• Committed to inclusion, confidentiality, safeguarding and the responsible use of technology.

Desirable Criteria:

• Level 3 IT qualification, relevant technical certification or equivalent experience.

• Two years of relevant IT support experience.

• Experience supporting Microsoft Entra ID, PaperCut, access-control systems, audio-visual equipment or similar College systems.

• Experience contributing to technical changes, service improvements, testing or documentation.

• Experience using AI or automation responsibly to improve productivity or service quality.

• Awareness of ITIL principles or an ITIL Foundation qualification

Your Future Starts at Oaklands

At Oaklands, we care about your wellbeing and development. That’s why we offer a comprehensive benefits package designed to support your health, happiness, and success, all within a welcoming, inclusive, and values-driven environment where your contribution truly matters.

Here’s what you can look forward to:

• Free access to our on-site gym at the St Albans campus (time restrictions may apply)

• Local government Pension Scheme with excellent employer contributions.

• Financial wellbeing support, including discounts on beauty treatments, Lambing Weekend, our on-site zoo, travel via the UNO Bus Scheme, and more

• Cycle to Work Scheme, promoting active travel and healthy living

• Generous annual leave entitlement

• Continuous Professional Development (CPD), including free Adult Community Learning courses and staff training opportunities

• Staff Development Days and Awards that celebrate achievement and recognise impact

• Mental Health and Wellbeing Support

• Employee Assistance Programme available 24/7

• Mental Health Peer Supporters

• Eye Care Voucher scheme

Apply Today

We review applications on a rolling basis and may close this vacancy early should sufficient applications be received. Early application is therefore encouraged.

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