IT Support Technician

IT Support TechnicianJob PurposeTo provide professional, customer-focused IT support across UK Management College by maintaining reliable IT services, supporting end users, administering cloud technologies, and contributing to operational and strategic IT initiatives across multiple campuses.Key Responsibilities

• Provide high-quality technical support for hardware, software, cloud services and IT infrastructure across all UKMC campuses.
• Administer and support Microsoft 365 and related cloud collaboration technologies, including user account management, licensing, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Microsoft Entra ID and related services.
• Support endpoint management, device configuration, application deployment and security compliance using Microsoft Intune, Microsoft Defender and related enterprise solutions.
• Support Student Information Systems (SIS), enterprise applications, cloud services and other business-critical systems.
• Configure, deploy, maintain and troubleshoot desktops, laptops, mobile devices, printers, scanners, AV equipment, meeting room technology and associated peripherals.
• Assist in maintaining network infrastructure, including wired and wireless connectivity, internet services, switches, wireless access points, VPN connectivity and related network services.
• Support VoIP, unified communications and collaboration technologies.
• Support user onboarding, offboarding, account lifecycle management and identity administration.
• Manage the IT asset lifecycle, including procurement support, device deployment, inventory management, maintenance and secure disposal.
• Record, manage and resolve incidents, service requests and assigned project activities through the College’s IT service management platform, maintaining accurate updates and effective communication throughout the lifecycle of each request.
• Participate in IT infrastructure, cloud, cybersecurity and digital transformation projects, supporting continuous service improvement across the College.
• Create and maintain accurate IT documentation, technical procedures, asset records and knowledge base articles.
• Liaise with third-party suppliers and service providers where required to support operational activities and project delivery.
• Ensure compliance with College IT security, cybersecurity, data protection and information governance policies.
• Provide occasional support outside normal working hours where operationally required.
• Undertake any other reasonable duties commensurate with the level of the role as requested by the IT Manager.

Essential Skills &Experience

• Experience supporting enterprise IT environments, preferably within a multi-site organisation.
• Good working knowledge of Microsoft 365 technologies, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive and Microsoft Entra ID.
• Experience with endpoint management and enterprise security technologies, including Microsoft Intune, Microsoft Defender or equivalent solutions.
• Good working knowledge of end-user devices (desktops, laptops, tablets, mobile), operating systems (Windows, macOS, mobile OS), cloud-based applications and networks
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPN connectivity, wired and wireless networking.
• Experience supporting enterprise applications, cloud services and business-critical systems.
• Experience using IT Service Management (ITSM) or helpdesk platforms to manage incidents and service requests.
• Strong troubleshooting, analytical and problem-solving skills with the ability to prioritise and manage multiple tasks effectively.
• Excellent customer service, communication and interpersonal skills, with the ability to support both technical and non-technical users.
• Ability to work independently and collaboratively within a multi-campus environment.

Desirable Skills

• Microsoft certifications such as MS-900 or AZ-900.
• ITIL Foundation certification or equivalent.
• Knowledge of PowerShell or basic automation scripting.
• Experience supporting higher education or multi-site organisations.

Personal Attributes

• Professional, customer-focused and approachable.
• Strong sense of ownership, accountability and attention to detail.
• Excellent communication and teamwork skills.
• Flexible, adaptable and able to work under pressure.
• Committed to continuous learning and professional development.

Additional Requirements

• Willingness to travel between UKMC campuses when required.
• Flexibility to provide occasional evening or weekend support where operationally required.
• Full UK driving licence (desirable).

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