IT Services Engineer

We have a fantastic opportunity for an IT Services Engineer based at our beautiful campus in Ullenwood, Cheltenham. Job Purpose: To support the maintenance and development of the organisation’s IT Services. As part of the IT Services Team, provide a professional and effective customer focused IT Service Desk. To provide first rate, first and second line Technical Support for customers at National Star across all its sites and for its remote workers. Context of Role: At National Star, we’re driven by our vision for a world in which people with disabilities are able to realise their potential as equal and active citizens in control of their lives. This sits at the heart of everything we do, from the personalised and world-class learning we provide via National Star College to training, specialist services and our work in the wider community. All of this is underpinned by both our passion to enrich people’s lives and by our moral and statutory responsibilities. IT Services underpin the operation of National Star, ensuing we can operate efficiently and safely. Our customers include staff, learners, residents, and visitors. Our network is spread over dispersed geographic locations interconnected by various types of connections, including broadband, leased lines, SHDCs. Key services we deliver include Windows and Office Desktop support, wireless, door access, internet access, telephony, CCTV, LOB applications, file access, and intranet services. As one of our operations is providing 24/7 365-day residential care it is key our services are available, we utilise highly available system design to achieve this alongside a proactive approach. What we’re looking forStrong troubleshooting skills across hardware, software, and networksExcellent customer service and communication skillsAbility to prioritise workload and work under pressureA proactive and team-oriented mindset Key ResponsibilitiesIT Infrastructure & SystemsSupport and maintain network infrastructure, including wired and wireless networks, VPNs, and mobile technologies (e.g. 5G).Provide support for Microsoft Teams telephony and mobile phone systems.Troubleshoot networking issues and perform basic configuration changes (e.g. VLANs, patching, wireless). Hardware, Software & DevicesSupport desktops, laptops, tablets, printers, and other peripherals.Perform hardware diagnostics, repairs, upgrades, and physical installations or moves.Install, configure, and maintain software, including Windows operating systems.Provide first- and second-line support for IT services, including Office 365 and business-critical applications (e.g. SharePoint, FileMaker, Care Control, Dayforce).Support a wide range of BYOD devices (phones, tablets, laptops, TVs, games consoles). AV, Events and MediaSet up and support AV equipment including projectors, displays, and interactive boards.Provide technical support for events, including conferencing, PA systems, and live streaming.Support digital signage and media streaming services. Service Desk & Customer SupportManage workload effectively using Service Desk software, ensuring tickets are logged, updated, and resolved within agreed SLAs and KPIs.Communicate clearly with users throughout the lifecycle of incidents and requests.Deliver excellent customer service through a proactive, solutions-focused approach.Escalate issues appropriately and liaise with third-party suppliers where required. Print and Estates TechnologySupport printers and MFDs, including managing third-party maintenance providers.Support estates systems, including CCTV, access control, and building management systems.Monitoring, Documentation and Asset ManagementProactively monitor systems and equipment to identify and resolve issues.Maintain accurate IT asset records and inventory.Produce and maintain documentation such as system configurations, procedures, and knowledge base articles. Team, Compliance and DevelopmentContribute to team activities, meetings, and continuous service improvement.Ensure compliance with IT policies, data protection regulations, and licensing requirements.Participate in training and self-development to maintain up-to-date knowledge. Additional ResponsibilitiesProvide occasional out-of-hours support (time off in lieu provided).Support procurement activities for IT equipment and services.Promote organisational values, including equality, diversity, and safeguarding.Undertake any other duties as required by the IT Services leadership team.