Second Line Desktop IT Support Technician

This permanent full-time post sits in the IT Services team at Havant and South Downs College, supporting staff and students with desktop and device problems across the campuses. The work covers troubleshooting hardware and software faults, maintaining College-owned systems and helping with server and network projects, and the post also involves mentoring junior technicians. Candidates need at least two years in an IT role and customer-facing experience, plus a Level 2 IT qualification or equivalent experience.

• Provide desktop IT support and customer service to staff and students
• Troubleshoot hardware and software issues
• Act as mentor and point of escalation for lower-grade IT technicians
• Maintain and administer all College-owned IT systems
• Provide operational support to the IT Services Team Leader and Senior Infrastructure IT Technicians
• Install, deploy and maintain software and hardware across the end-user estate, including laptops, desktops, Apple Macs, tablets and smartphones
• Proactively identify and resolve IT faults and problems across the estate
• Provide basic server maintenance, including user account management and software patching
• Assist with infrastructure projects, including server administration and network services
• Support Senior IT Technicians in liaising with external suppliers, including warranty returns
• Deliver a reliable and efficient IT service across the campuses

• Level 2 qualification in an IT-related discipline, or equivalent experience
• Achieved or willing to work towards a relevant IT professional qualification

• At least 2 years' experience in an IT-related role
• Experience working in a customer-facing environment

• Technical understanding of IT administration and support requirements
• Excellent communication and customer service skills
• Prioritising and scheduling multiple, sometimes conflicting, workflows and customer requests