Senior Information Technology Engineer

Senior IT Engineer - 3rd Line Support

Full-time • Monday - Friday • Shift-based hours • Evening cover on rota

Job Title: Senior IT Engineer

Department: IT Services

Reporting To: Group Director of IT Services

Hours: 37 hours per week, shift-based

Evening Cover: Tuesday & Thursday evening rota (until 21:00)

Purpose of the Role

To provide expert 3rd line support for systems, servers, and networking infrastructure, including Mac environments and telephony and to act as the primary escalation point for 1st and 2nd line IT staff.

Key Responsibilities

Infrastructure & End User Support

• Maintain and support the college network, including PCs, thin clients, interactive whiteboards, printers, Apple Macs, IP telephones, and physical infrastructure.
• Investigate and resolve hardware and software issues on both PC and Mac platforms using appropriate logging and diagnostic tools.
• Manage network patching to wall sockets and switch cabinets in line with best practice.
• Support staff and students with college Wi-Fi networks.

Incident & Ticket Management

• Log, own, and manage incidents through to resolution, keeping users informed of progress throughout.
• Reassign or escalate tickets to senior staff where appropriate, ensuring timely resolution.
• Provide cover for the IT Service Desk and other Systems Engineers when required.

Systems Administration

• Support and administer Office 365 for staff and students.
• Deploy and manage software on PCs and Macs using SCCM and Jamf Pro.
• Support college telephony systems, including wired IP phones, Wi-Fi, and smartphones.
• Support all printing and copying devices, including consumable management.

Projects & Collaboration

• Manage your own projects end-to-end, liaising with end users at all levels, external providers, and internal support teams.
• Assist with IT equipment relocations across campus.
• Participate in college-wide projects and contribute to continuous improvement.

Technical Skills - Essential (minimum 3 years' hands-on experience)

• Windows 10 installation & troubleshooting
• Office 365 administration
• PC hardware support
• IP telephony (hardware & software)
• Interactive whiteboards / smartboards
• SCCM and/or Jamf Pro

Experience & Qualifications

• Minimum 3 years' hands-on IT support experience
• Educated to GCSE level or equivalent
• Experience with call logging / ticketing systems
• Excellent communication skills, including with non-technical users
• Self-motivated and capable of independent working
• Comfortable working flexibly as part of a team

WORKING HOURS

Core hours of support run Monday to Friday, 08:00–17:30, with two standard shift patterns:

Early Shift: 08:00 – 16:00

Late Shift: 09:30 – 17:30

Evening (Rota): 11:00 – 19:00 or 13:00 – 21:00 (Tuesdays & Thursdays)

Evening cover is provided on a rota basis. Working at other campuses may also be required from time to time.