Senior IT Engineer

New Role! IT, Education sector

Job Title Senior IT Engineer Department IT Services Reporting To Group Director of IT Services Hours 37 hours per week, shift-based

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.

Essential Requirements

Technical Skills

• Windows 10 installation & troubleshooting
• Office 365 administration
• PC hardware support
• IP telephony (hardware & software)
• Interactive whiteboards / smartboards
• SCCM and/or Jamf Pro
• 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. Under exceptional circumstances, hours may be varied following consultation with the post holder. Working at other campuses may also be required from time to time.