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About the Role
This is a hands-on role for an experienced IT professional with strong 2nd line IT support experience, focused on troubleshooting and resolving technical issues to ensure technology works seamlessly for students, lecturers, and colleagues at The University of Law.
Responsibilities
- Provide professional 2nd and 3rd line IT support to staff, students, lecturers and other customers.
- Investigate, diagnose and resolve technical incidents and problems, escalating where appropriate.
- Support a wide range of hardware, software and audiovisual technology, including Microsoft 365, Windows 11, projectors, smartboards and video conferencing equipment.
- Configure and troubleshoot technologies including Active Directory, Citrix, SCCM/Intune and Cisco VPN.
- Monitor IT support channels, respond to incidents within agreed SLAs and identify opportunities to improve our services.
- Maintain IT equipment, assets and stock, ensuring systems and equipment remain secure and operational.
- Provide technical support for assessments, examinations and specialist equipment, working closely with the Assessments team.
- Provide training and guidance to staff and students on IT systems and technologies.
- Support colleagues and IT services across other University sites when required.
- Provide VIP support to key business stakeholders such as the CEO and Broad directors.
- Be responsible for creating how to guides and documentation on new systems and processes for both colleagues and customers.
Requirements
- Strong technical knowledge and a genuine commitment to providing excellent customer service.
- Strong 2nd line experience.
- Excellent knowledge of Windows 11 and Microsoft 365, with experience supporting a wide range of hardware and software.
- Experience with PowerShell, SCCM and Intune/MEMAC, together with a good understanding of ITIL processes.
- Competent knowledge of Intune and AzureAD and their workings to enable the support of users, PCs, groups, applications and compliance.
- Strong technical troubleshooting, analytical and problem-solving skills.
- Knowledge and understanding of ITILs best practice when performing IT processes.
- Willingness to proactively patrol the campus putting out issues and resolving incidents on the fly.
- Experience supporting PC projects, rollouts and remote access technologies, including two-factor authentication.
- Excellent communication, organisational and interpersonal skills, with the ability to work effectively with colleagues at all levels.
- Strong hardware knowledge and AV knowledge; understand the relationships between sound, audio, visual and external peripherals.
- Customer-focused, professional and approachable.
- Calm and methodical when dealing with competing priorities.
- Able to work independently and take ownership of tasks through to completion.
- Must be able to prove the right to work in the UK.
Skills
- 2nd line IT support
- Troubleshooting
- Technical issue resolution
- Microsoft 365
- Windows 11
- Active Directory
- Citrix
- SCCM/Intune
- Cisco VPN
- PowerShell
- Intune/MEMAC
- ITIL processes
- Intune
- AzureAD
- PC projects
- Rollouts
- Remote access technologies
- Two-factor authentication
- Hardware knowledge
- AV knowledge
- Audiovisual technology support
- Video conferencing equipment support
Location
- London
Work Type
- Full-time
- Onsite
Experience Level
- Senior
- 2nd line experience
Salary/Compensations
- £42,350
Benefits
- 30 days annual leave plus Bank Holidays
- Private Medical Scheme
- Life Assurance
- Contributory Pension Scheme
- Training and Qualifications (including Course Sponsorship/Fee Discount)
- Season Ticket Loans
- Student Discounts
About the Company
- At The University of Law (ULaw), technology plays a vital role in creating an outstanding experience for our students, lecturers and colleagues.
Equal Opportunity
- We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees.
- We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the ULaw Talent Acquisition Team talentacquisition@law.ac.uk.
- We are not a licensed sponsor.