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)