Product Support Senior Technician

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BU04054

Digital Services

6

Permanent

Product Support Manager

14-08-2026

Applications are invited for the post of Product Support Senior Technician in the Digital Solutions section of the directorate of Digital & Estates Infrastructure & Development.

The role holder will join the Product Support Team supporting a wide range of business systems and devices used across the University.

You will be expected to respond to IT product support cases raised in our Helpdesk system and communicate with users in person or by Teams. It is essential that the successful candidate has good communication and analytical skills, and the ability to work well both individually and as part of a team.

You must hold a minimum of 2 AS Levels or 1 A level or NVQ level 4 in a relevant subject area or have equivalent experience.

The ability to communicate through the medium of Welsh is desirable for this post.

The successful candidate will be expected to commence as soon as possible.

Applications will only be accepted via our on-line recruitment website,  However, in cases of access issues due to disability, paper application forms are available by telephoning

Closing date for applications: 14 August 2026

For an informal discussion, please contact Alison Heywood via  or (01248) 382827.

Digital Solutions and Digital Infrastructure are responsible for providing, developing and maintaining IT facilities and services across the University, supporting staff and students. We have a good reputation within the University, providing reliable and resilient infrastructure, services, systems and facilities. We pride ourselves on being helpful, friendly, and responsive to user needs.

The Product Support team provides second line support for the University’s business systems, including the Microsoft Office platform, Banner, Unit4 Business World, iTrent, Planon, Student and Tutor Applications, and other in-house systems. The team also administer security and user permissions and provide advice and support on end-user devices.

The Product Support Senior Technician acts as an escalation point for more complex issues and will take lead responsibility for assigned business systems and applications, becoming a recognised Product Support Lead for those services. The postholder will work closely with vendors, internal technical specialists, and first line support teams to deliver high-quality support, maintain technical documentation, share knowledge, and identify service improvements.

A key focus of the role is to reduce avoidable Helpdesk demand through proactive problem management, improved processes, training, and better documentation.

• Provide second line technical support for business applications and systems, resolving incidents and service requests within agreed service levels.
• Investigate complex technical issues escalated from first line support teams ensuring users receive timely updates and clear communication throughout the support process.
• React quickly and professionally to developing critical issues as they arise.
• Monitor recurring issues and identify root causes to reduce repeat incidents ensuring technical documentation is maintained, accurate and communicated.
• Work collaboratively with managers and first line support to develop standard operating procedures for routine support activities.
• Build effective working relationships with Product Owner and Manager as well as system vendors and third-party suppliers, escalating issues and providing train the trainer training where required.
• Act as primary support contact for particular systems, developing in-depth knowledge to assist with operational issues and development across areas of the department.
• Contribute to a shared knowledge and continual improvement culture across the Product Team.

• The post holder will be expected to participate in performance review and developmental activities.
• The post holder will be expected to comply with the University equal opportunities…