Job Description: IT Support Technician (University of Portsmouth, London Campus – Walthamstow)
About the Role
This is a dynamic, hands-on IT support position at the University of Portsmouth London Campus, located in Walthamstow. As a growing and relatively new campus, the role offers the opportunity to directly shape how IT services are delivered to both students and staff. No two days are the same, making this an exciting and varied role within a higher education environment.
As the primary technical support contact for the campus, you will cover a range of responsibilities, including troubleshooting hardware and software, managing classroom and AV technology, supporting hybrid learning setups, and ensuring the day-to-day reliability of IT systems. The position is part of a small, collaborative team working closely with the University of Portsmouth’s broader IT division.
If you’re seeking an IT role filled with variety, want to work in a community that depends heavily on your expertise, and are motivated by shaping services in a developing educational environment, this could be the perfect fit.
Working Hours: 37.5 hours per week (rotational shifts, with occasional evening and weekend work).
About You
You thrive in roles where you are independently responsible and can juggle multiple priorities while maintaining a strong focus on the details. Communicating effectively with non-technical users comes naturally to you, and you approach problem-solving methodically.
You have solid experience working with Windows, macOS, and Microsoft 365, as well as a good understanding of network fundamentals. A genuine passion for learning and staying up-to-date with the latest technology trends is essential. While experience in education or similarly complex environments is advantageous, it’s not a strict requirement.
Key Responsibilities
Your responsibilities will span six main areas:
- User Support and Troubleshooting
– Provide in-person, remote, and on-call 1st and 2nd line support to students, staff, faculty, and other stakeholders.
– Diagnose and resolve issues related to hardware, software, and connectivity across Windows, macOS, Linux, mobile devices, and university systems.
– Manage identity-based tasks such as account creation, password resets, and access issues using identity management systems.
– Log and monitor service requests through platforms like Hornbill, ensuring timely responses and resolutions.
- Technology and Digital Learning Environments
– Deploy, configure, and maintain campus IT hardware, including desktops, laptops, printers, mobile devices, and AV systems.
– Support hybrid learning environments and facilitate unified communications using Microsoft Teams, Zoom, and related platforms.
– Provide technical assistance for AV systems in smart classrooms, labs, and collaborative workspaces.
- Cybersecurity and Compliance
– Educate users on cybersecurity best practices, such as multi-factor authentication (MFA) and secure data sharing.
– Ensure compliance with IT policies, GDPR, and accessibility standards while managing software licenses and IT inventory.
– Monitor for security risks, escalating incidents where necessary.
- Network and Connectivity Support
– Assist with Wi-Fi troubleshooting, VPN setups, and user access to campus network resources.
– Provide basic support for cloud platforms (Google Workspace, Microsoft 365, Learning Management Systems) and troubleshoot network devices like switches and access points.
– Handle user onboarding/offboarding, manage network security, and oversee IT equipment storage and distribution.
– Update and maintain digital content, including the university’s London Campus website and communication channels.
- Training and Documentation
– Conduct IT orientation sessions and workshops for students and staff.
– Create and update instructional materials, FAQs, and knowledge base articles, ensuring documentation aligns with best practices.
– Promote self-service tools and resources to encourage user independence.
- Collaboration and Continuous Improvement
– Work closely with the University of Portsmouth’s central IT and Digital teams for complex issue resolution.
– Contribute to IT projects, including software upgrades, technology rollouts, and implementation of new services.
– Stay informed about emerging tech, such as AI-driven tools and VR applications for educational purposes.
Note: Responsibilities may evolve based on the campus’s needs.
Essential Requirements
- Proficiency in troubleshooting across Windows, macOS, and Linux.
- Intermediate experience supporting end-user hardware, such as desktops, laptops, and printers.
- Familiarity with Microsoft 365 administration, maintenance, and troubleshooting.
- Experience working with cloud platforms (e.g., Azure, Entra ID, Google Cloud).
- Knowledge of learning management systems like Moodle, Blackboard, or Canvas.
- Practical experience with endpoint management tools.
- Strong interpersonal and customer service skills, with a user-focused approach.
- Ability to manage multiple priorities in a fast-paced environment.
- Commitment to data protection, GDPR compliance, accessibility, and equality.
Desirable Requirements
- Prior experience in a higher education or similarly complex environment.
- Knowledge of AV systems and smart classroom technology.
Qualifications
- An associate’s or bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience.
- Certifications such as CompTIA A , ITIL Foundation, Google IT Support, or Microsoft Certified: Modern Desktop Administrator (preferred but not required).
How to Apply
Submit your CV and a brief cover letter via the ‘Apply’ button above, detailing your relevant experience and interest in the role.
We are committed to providing reasonable accommodations during the hiring process. If you require an alternative format for the application process, please contact us, and we will be happy to assist.
Equal Opportunities
Northchild Education is committed to fostering an inclusive, respectful, and diverse workplace. We welcome applications from all backgrounds and are dedicated to eliminating discrimination through fair and supportive employment practices.
If you have questions regarding the role or application process, please reach out to [email protected].