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- Tasks: Provide top-notch tech support and troubleshoot issues for students and staff.
- Company: Join City of Portsmouth College, a progressive and supportive workplace.
- Benefits: Enjoy 25 days annual leave, a generous pension, and discounts on campus.
- Other info: Be part of a diverse team committed to equality and inclusion.
- Why this job: Make a real difference in students' lives while developing your IT skills.
- Qualifications: Experience in IT support and excellent customer service skills required.
The predicted salary is between 28602 - 32984 £ per year.
Location: Highbury Campus with cross campus travel
Salary: £28,602.41 - £32,984.34 Full Time Equivalent per annum
Hours of work: 37 Hours per week, 52 Weeks per year, Full-Time, Permanent
About us
At City of Portsmouth College, we aspire to be the employer of choice in the Portsmouth area, with a progressive, supportive, and rewarding workplace culture and one that offers competitive benefits for its staff. By joining us, you will personally be part of the change we are driving and will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators. Everyone at the College is part of the bigger picture and together, each role makes an impact and in turn a difference to our students' learning journey. We have an unrivalled curriculum of courses on offer for students of all ages and stages covering A-levels, Apprenticeships, Vocational & Technical courses. We also offer Higher Education, Online learning and Community courses that appeal to the needs of the local community.
What we offer
- Annual Leave: 25 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
- Pension: Generous Local Government pension.
- Learning & Development: Programmes by The Community Adult Education Department
- Staff Development: Access to the College staff development programmes and CPD
- Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
- Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
- Parking: Free car parking across all campus sites (apart from Arundel)
- Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets!
About the role
The 2nd Line Desktop Support Engineer will work as part of a team of 2nd line engineers to deliver high quality customer support. 2nd Line Engineers will also be expected to troubleshoot and resolve issues, to provide expertise to help with the planning and development of IT systems, support 1st line engineers and escalated and manage issues with 3rd line engineers and 3rd parties. Team working and communications within an overall approach that puts staff and students first will be of key importance.
Key Responsibilities
- Deliver high quality customer support in the troubleshooting and resolution of technical support issues
- Demonstrate outstanding customer service skills across all our stakeholders
- Providing expertise to support the Planning and development of IT
- Supporting 1st line teams
- Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
- Escalating and managing issues with 3rd line and 3rd parties
- Assisting in projects as required
- Resolving and assisting with general IT Support tickets
- Provide Desktop Support, Hardware Repairs, Audio Visual, Software Installation as required
- Support hardware refreshes
- Where required, represent the college and or IT Team in meetings / presentations / Conferences
To be successful in this role
- Maintain the print provision across college
- Provide mobile device support and management
- Support specialist requirements and design processes to ensure that any requirement is managed and controlled
- Ensure that your knowledge is kept up to date and that the college is adopting good quality systems that are well implemented and maintained
- Ensure that documentation is managed and kept up to date for internal and auditing purposes
- Be familiar with Cyber Essentials criteria and ensure that all systems are developed and maintained to meet the criteria
Diversity and Inclusion
Equality, Equity, Diversity, and Inclusion are central to the work of City of Portsmouth College. This underpins the vision of the College to transform lives through providing exceptional education and training. The College’s commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities, and the range of direct and indirect student support services.
Pre-Employment Checks
The City of Portsmouth College is committed to safeguarding and promoting the welfare of children and young people in our college. All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references. We reserve the right to close the job advert when we have had successful applications, and it may not run for the full duration of the advert. We do not accept CVs from agencies for these roles.
Locations
2nd Line Support Engineer in Hampshire, Portsmouth employer: City of Portsmouth College
Contact Detail:
City of Portsmouth College Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Engineer in Hampshire, Portsmouth
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the City of Portsmouth College on LinkedIn. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think about how you can demonstrate your problem-solving abilities and teamwork experience during the chat.
✨Tip Number 3
Show your passion for education and technology! When you get the chance, share why you want to work at the college and how you can contribute to their mission of transforming lives through exceptional education.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show that you’re genuinely interested in the role. Plus, it keeps you on their radar!
We think you need these skills to ace 2nd Line Support Engineer in Hampshire, Portsmouth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of a 2nd Line Support Engineer. We want to see how you can contribute to our mission of supporting students and staff!
Show Off Your Customer Service Skills: Since this role is all about delivering high-quality customer support, don’t forget to showcase your outstanding customer service skills in your application. Share examples of how you've helped others solve their tech issues in the past!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Make sure to include all relevant details without going off on a tangent!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at City of Portsmouth College
✨Know Your Tech Inside Out
As a 2nd Line Support Engineer, you'll need to demonstrate your technical knowledge. Brush up on common troubleshooting techniques and be ready to discuss specific software and hardware you've worked with. Familiarise yourself with the college's IT systems if possible!
✨Showcase Your Customer Service Skills
Outstanding customer service is key in this role. Prepare examples of how you've successfully resolved issues for users in the past. Think about times when you went above and beyond to help someone, as this will show your commitment to putting staff and students first.
✨Be Ready for Teamwork Questions
Teamwork is crucial in this position. Expect questions about how you collaborate with others, especially 1st line engineers and 3rd parties. Have a few anecdotes ready that highlight your ability to work well in a team and communicate effectively.
✨Stay Updated on Cyber Essentials
Since the role involves maintaining systems that meet Cyber Essentials criteria, make sure you're familiar with these standards. Be prepared to discuss how you would ensure compliance and keep systems secure, as this shows your proactive approach to IT support.