Onsite End User Support Engineer

Salary: £29,588 with progression to £31,236 per annum

Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Closing Date: 22 September 2026

We have reimagined the way we deliver technology services across Newcastle University, creating a modern, customer-focused IT organization that supports thousands of staff, students and visitors every day. As we continue to invest in our services and technology, we are looking for talented and enthusiastic individuals to join our End User Support team.

As an End User Support Engineer, you will be at the heart of the digital experience across the University. No two days are the same. One moment you could be helping a researcher get critical work back on track, the next supporting innovative teaching spaces, diagnosing technical issues, deploying equipment, or helping deliver major University events.

Our End User Support team brings together Service Desk & Hubs, End User Computing and Audio Visual support into a single customer-focused function. Working across these areas will give you the opportunity to develop a broad range of technical, communication and customer service skills while building valuable experience across multiple IT disciplines.

This is a highly visible, hands-on role supporting users both Online and In Person across our campus and will need to be able to attend locations as required. You will work with a diverse range of technologies and collaborate with colleagues across the University to ensure staff and students can teach, learn, research and work without technology getting in the way.

We are looking for someone who enjoys solving problems, values excellent customer service and takes pride in making technology simple and accessible for others. You will be encouraged to learn new skills, develop your technical expertise and grow your career within one of the UK's leading universities.

Previous experience working in an IT Service management aligned team or in the Education sector is desirable. There will be a requirement to provide support to events held outside of normal working hours, for which overtime will be paid.

We are committed to expanding our knowledge and expertise with a strong focus on the training and development needs of our people. Your contribution will help shape the future of education and contribute to ground-breaking projects through IT innovation. To find out more about our dynamic customer-focussed teams, visit Working in our IT Service

* Please note - There are 4 full time, onsite, campus-based positions available on an ongoing basis, .

* Please note - A UK driver's license is required for this role to enable use of the IT Services vehicle. Successful candidates will require satisfactory evidence of a full UK driving licence. This appointment is also subject to satisfactory medical clearance. Successful candidates will receive a link from our online medical clearance system during onboarding.

• Provide professional, customer-facing IT and AV support to staff, students and visitors, both in person and remotely, ensuring a high-quality customer experience
• Diagnose and resolve a wide range of standard and non-standard incidents and service requests using technical knowledge, ITSM tools, documented guidance and professional judgement
• Assess urgency, customer impact and service risk to determine the most appropriate resolution, workaround or escalation route
• Install, configure, deploy, collect and support University-owned IT and AV equipment, contributing to effective use of assets across their lifecycle
• Support End User Computing, Audio Visual, Service Desk and Service Hub activities across academic, research and professional services environments
• Support customer onboarding, device refresh programmes, office moves, teaching-space support and technology deployment activity
• Translate technical information clearly for non-technical users and influence customers to adopt approved, secure and standard University technology solutions
• Maintain accurate Incident, Request, asset and service records using approved service management tools
• Identify recurring issues and contribute to improvements in knowledge articles, support processes, standard solutions and customer experience
• Work collaboratively with colleagues across NUIT, schools and professional services to…