IT Support Technician

The Board of Directors of Coleg Sir Gar and Coleg Ceredigion are committed to appointing the very best staff who achieve excellence in their work. Working to the values and behaviours that underpin the strategic plan and business of the institution, the College seeks staff that display creativity and innovation, whilst driving their own performance, and the performance of others, to provide the very best experience and service to learners.

As part of a dynamic IT Services team supporting both Further and Higher Education, the IT Support Technician plays a critical role in delivering a robust, secure, and modern IT environment. You will provide high-quality 1st and 2nd line technical support, maintain endpoint devices and services, and contribute to the digital transformation agenda of the college, including cloud integration, cybersecurity, and hybrid learning technologies.

What will you be doing?

• Technical Support & Endpoint Management
  • Provide 1st and 2nd line support for hardware, software, mobile, and cloud-based systems across Windows, macOS, Android, iOS, and ChromeOS platforms.
  • Maintain, configure, and troubleshoot desktop and mobile devices using modern management tools.
  • Accurately log, track, and manage incidents and service requests via the ITSM/helpdesk system.
• Infrastructure & Networking
  • Support the wired and wireless network infrastructure, including endpoint connectivity, VLANs, and DHCP/DNS configurations.
  • Collaborate with network/security teams on issue resolution and performance monitoring.
• Cybersecurity & Compliance
  • Enforce endpoint and account-level security policies, including MFA, antivirus, encryption, patch management, and auditing controls.
  • Maintain secure access to systems and services by managing eDirectory, Active Directory, Azure AD, and ZENworks.
  • Report and act on security alerts and vulnerabilities in collaboration with the cybersecurity team.
• Cloud & Learning Technologies
  • Support deployment and maintenance of Microsoft 365 services and Google Workspace where applicable.
  • Assist with setup, integration, and maintenance of VLEs, CMS platforms, and e-learning tools.
  • Contribute to testing, deploying, and updating remote learning, classroom collaboration tools, and virtual labs.
• Operations & Documentation
  • Update IT asset inventory using ITAM systems and maintain lifecycle documentation for hardware/software.
  • Develop and maintain technical documentation, procedures, and user guides.
  • Provide timely updates and resolution notes for end-users and IT staff.
• Collaboration & Projects
  • Participate in cross-departmental projects such as system migrations, software rollouts, or network upgrades.
  • Support termly refreshes of classrooms, labs, and teaching environments.
  • Act as a liaison for external vendors and 3rd-party contractors for escalated support.
  • Carry out any other duties as directed by the Principal/Chief Executive commensurate with the grade of the post at the initial place of work or other locations within the College.

What do you need?

• Qualifications:
  • Essential: Level 4 qualification in IT, Networking, or a related discipline (Or equivalent experience)
  • Desirable: Microsoft, Apple, CompTIA, or Cisco certifications
• Experience:
  • Essential: Relevant experience in an IT support environment
  • Proven ability to troubleshoot hardware, software, and Networking issues across platforms
  • Familiarity with helpdesk tools, patching systems, cloud services (Google Workspace/M365/Azure), and basic scripting (PowerShell or Bash)
• Personal Attributes:
  • Essential: Customer-focused mindset with excellent communication skills
  • Analytical problem-solver with the ability to manage multiple tasks and priorities
  • Self-motivated, proactive, and collaborative within team settings
  • Strong documentation, time management, and organisational skills
  • Commitment to continuous professional development and learning
• Other:
  • Essential: Ability to travel to other campuses
  • Able to attend college out of hours for upgrades/outages

Benefits

• You will receive 28 days holiday, plus bank holidays and five closure days which totals at 41 days holiday per year. You also receive an additional 4 days after 5 years service.
• Extremely generous pension scheme with employer contributions of 20%.
• Award-winning professional learning and development programme.
• Cycle to work scheme
• Free on-site car parking
• Online and instore retail discounts

Equality, Diversity & Inclusion

At Coleg Sir Gar & Coleg Ceredigion, we inspire learners to fulfil potential and achieve excellence. To do this, we need the best employees to continue our culture of respect, unity and professionalism. We are proud to be an Equal Opportunity Employer and therefore welcome applications from all backgrounds and areas of the community to the college.

Disability Confident

Coleg Sir Gar and Coleg Ceredigion are proud to be a disability confident employer. As a result, we ensure our recruitment process is fully inclusive and accessible to all, communicate and promote all opportunities, anticipating and providing reasonable adjustments, support existing employees who acquire a disability or long term health condition to stay in work, and offer an interview to disabled people who meet the minimum criteria for the job.