IT Support Technician

About Education Partnership North East (EPNE)

At EPNE our ‘purpose’ is our north star. It is what we expect of ourselves every single day and why we ask all staff to keep our purpose front and centre in all that they do. Our Purpose is to “unlock potential, create opportunities, and transform lives through outstanding education, skills and training”. Rooted in our transformative power, it communicates our work in tackling inequalities, removing barriers, and improving the life chances of the people and communities we serve.

We nurture our very special culture. Our unifying values framework “The actions we take the choices we make - The actions I take the choices I make” represent the character of our college group, and are grounded in the belief that every action, by every individual, contributes to our success. This is why we encourage empowered individuals, personal accountability and growth.

Building on our remarkable past, creativity and pioneering spirit, we are moving forward with courage into the future, improving what we do, remaining action-orientated, and innovating to make an exceptional difference for the world we live in. Shaping futures for a better tomorrow, join our changemaking community now.

Please see the following link to our 2024 Ofsted Report, in which EPNE was graded as being Outstanding across all areas - Ofsted-Report-Outstanding

Our Journey & Values

As an employer, we prioritise cultivating a supportive and inclusive workplace culture, where our staff can thrive and grow. We recognize that our employees are our greatest asset, and we are deeply committed to investing in their professional development and overall wellbeing.

You will be a changemaker by ensuring that technology is accessible, secure, and efficiently maintained within the organisation. By swiftly resolving technical issues and implementing innovative solutions, you play a pivotal role in boosting productivity and enabling digital transformation across the college group. Your expertise will help us in staying ahead in a rapidly evolving tech landscape, empowering customers and stakeholders with the tools they need to succeed. Through your problem‑solving skills, you will not only prevent disruptions but also contribute to the lasting impact on both the workplace and the wider community.

About the Role

As an IT Support Technician, you will collaborate with the team, the team leaders and the engineers, taking charge of the maintenance and configuration of our IT equipment. Your commitment to technology, coupled with exceptional organizational, administrative, and communication skills, will set you apart.

Playing a crucial role, you will provide both 1st and 2nd line technical support, contributing to ongoing operations and exciting projects alike. Familiarity with Microsoft 365 and Google ecosystems, including Azure AD, SharePoint, Teams, Google Classroom, and device management, will be advantageous. We have one role available based in Northumberland, across our Kirkley Hall and Ashington Campuses. One of which will become your main base. Preferences will be discussed at application and/or interview stage.

Role Responsibilities

• To provide remote and face to face support for customers on all technical incidents raised and escalated.
• To proactively work with the team and highlight common issues encountered, seek to resolve these and/or document knowledge base information for team members/end customers in order to promote greater self‑service and/or resolution at any level.
• To ensure that all calls for support and requests (direct or via the Help Desk) are dealt with promptly always resulting in high satisfaction with outcomes.
• To perform routine end user device (desktops, phones etc) maintenance and deployment/retirement of these devices.
• To rigorously maintain and update asset databases around end user devices.
• Ensuring the security of the IT environment, including the Confidentiality, Integrity and Availability of information systems.

Qualifications

• Level 2 or equivalent Maths & English
• Level 3 or equivalent professional qualifications in an IT related discipline, with evidence of continuing professional development
• Significant experience in end user technical support including desktop devices, peripheral devices (printers, MFDs etc), IT systems such as Active Directory, Microsoft 365, and mobile devices
• Broad level of knowledge around IT technologies
• Some experience working on an IT help desk.
• Exceptional customer service skills, verbal / written communication, and telephone manner.
• The ability to work independently or as part of a team.
• Desktop support experience with familiarity around laptop and desktop builds running the latest versions of Microsoft Windows.
• Active Directory Administration (passwords, users, groups, permissions).
• Office 365 Administration (passwords, users, groups, permissions).
• Someone enthusiastic and keen to develop their IT knowledge.
• Hands‑on attitude and a passion for IT.

What’s in it for you?

Join EPNE and you’ll be part of a culture that prioritises your development and wellbeing, which is why all employees receive an extensive benefits package.

• Enjoy a generous holiday allowance ranging between 35-48 days per year, plus public holidays - (Excluding Term Time Only contracts)
• Generous family leave and flexible working options (dependent on role)
• LGPS or Teacher Pensions Scheme - depending on role
• Access to myLifestyle benefits platform providing retail discounts and more.
• We offer dental, eye care & health cash plans.
• Extensive wellbeing support through a digital Wellbeing Hub that offers a broad range of support for physical, mental, and financial wellbeing.
• Free parking at most campuses.

Our Commitment to Diversity, Equality and Inclusion

At Education Partnership North East (EPNE), we welcome applications from people of all backgrounds and lived experiences. We know that diverse perspectives strengthen our teams to enhance the education and support we provide to our learners, staff and communities.

We recognise that talented individuals may not always follow a traditional career path and may hesitate to apply unless they meet every requirement. If you are excited about the role and believe you can make a positive contribution, we encourage you to apply!

As a Disability Confident Employer and Armed Forces Covenant Member, and with Ofsted Outstanding status across all campuses, we are committed to creating an inclusive, supportive, and high‑performing environment where everyone can thrive.

Due to the nature of this post, you will be required to undertake an Enhanced Disclosure Check (DBS). We believe in equal opportunities and welcome applications from all sections of the community. We are committed to PREVENT and safeguarding the welfare of children and vulnerable adults.

Please contact Leyla via should you wish to have an informal chat about the role.