IT Support Engineer

IT Support Engineer JOB DESCRIPTION Employment status and working hours Fixed term for up to 12 months, full time. Full time hours at the University are 35 per week with the standard working pattern Monday to Friday from 09:00 to 17:00, with some flexibility in start/finish times. Organisation structure Chief Operating Officer, Technology. Your line manager will be George Ford, Service Delivery Manager. Place of work flexibility The majority of your working week will be spent at our office in Reading and the rest at your home. The exact split of days/hours is negotiable but must include a minimum of three working days each week in Horizons on the core days (Tuesday, Wednesday, Thursday). The office closes on Fridays. You can attend the office on Mondays if you have worked the three core days. Working from home is only possible if your environment is suitable – please see the ‘Working from home’ section on our Careers Site for further information. High level summary of job role At the University of the Built Environment, the Technology team support around 300 employees, 200 Associate Lecturers, and 4,000 students. As an IT Support Engineer, you will provide technical support to staff and students across the University, ensuring delivery of high quality, customer focused support services. You will support with managing incoming service requests, aiming to resolve queries as quickly and efficiently as possible, and striving to provide an excellent customer experience. Specific job role accountabilities and responsibilities Manage incoming incidents and service requests within the service desk system. Provide technical support for end‑user computing, device management, end-user M365 troubleshooting, networking basics, AV/teaching room support, and identity/access issues. Respond to all support requests within the defined Service Level Agreement (SLA). Ensure that the customer is continually updated throughout the lifecycle of their ticket. Follow IT procedures, processes and guidelines to set up new starters, changes or leavers. Adhere to escalation/triage procedures ensuring that specific types of incidents or requests are assigned to the appropriate individual, team, or manager. Collaborate with the team and other departments to achieve common goals. Create and update relevant records to maintain operational efficiency. Build/rebuild laptops and keep associated records in IT Asset Registry up to date. Undertake any other related duties commensurate with the scope and level of the role. Other important features of the job role Line management responsibilities: None. Budget responsibility: None. In this role you will liaise with the following: Staff across the University, Students, 3rd Party Suppliers and Contractors. PERSON SPECIFICATION E = Essential person requirement; D = Desirable person requirement How the person requirement will be assessed: A = Application; I = Interview; T = Test or other assessment Please be aware that as part of safer recruitment and onboarding processes , we will seek original documentary evidence of the relevant academic and/or professional qualifications which you include within your job application. This is all part of our comprehensive pre-employment screening which also includes checking your identity, right to work, criminal record history (basic disclosure unless specified otherwise), and three years employment history. This is all part of our commitment to safeguarding our students . Keeping our students safe is a responsibility shared by everyone within the University. Qualifications and training GCSE Maths and English language Grade C or 4 or above (E, A). Further qualifications in IT/Technology (D, A). ITIL Foundation (D, A). Previous experience In a similar/technical role (E, A, I). Working with Active Directory (E, A, I). Experience within the education sector/built environment/higher education (D, A, I). Using Intune Endpoint Management (D, A, I). Behaviours and attitudes Alignment to the University’s core values and growth mindset approach, which reflect our culture. Refer to the specific behaviours within the Competency Framework (E, I) – summarised within the careers site. Skills, knowledge, other requirements An understanding of setup and configuration of hardware; laptops and other peripherals (E, A, I). Support skills across Windows 10/11, macOS, mobile platforms, and core productivity services (E, A, I). Understanding of Microsoft Office applications and using Office 365 Admin Centres (E, A, I). Knowledge of device management technologies (Intune, Autopilot, SCCM, or JAMF) (E, A, I). Ability to troubleshoot networking basics (DNS, DHCP, Wi-Fi, VPN) (E, A, I). Strong communication and listening skills, with a commitment to providing excellent customer service (E, A, I). Effective time management and organisational skills (E, A, I). Ability to prioritise workload and take initiative (E, A, I). Strong understanding of basic networking, AV equipment setups and webinars (D, A, I). Familiarity with learning space technologies (D, A, I). Understanding of Cyber Security including best practice (D, A, I). Digital skills confidence: We use MS Office which includes Teams, Outlook, Word, Excel, and PowerPoint and several other systems/technology (E, I, T). Commitment to delivering positive outcomes for our students regardless of your area of work within the University; we want our students to be successful (E, I). You must be prepared to undertake mandatory online training should you be appointed. The University is regulated by the Office for Students and Ofsted, and we have specific requirements and expectations around safeguarding, Prevent, and anti-harassment and bullying. This is all part of our Competency Framework requirements (E, I). PAY AND BENEFITS Salary: Up to £28,000 per annum. Holiday: 26 days paid holiday (rising to 28 with service) plus paid bank/public holidays plus up to five paid closure days (typically between Christmas and New Year); all per holiday year Full Time Equivalent. Our holiday year runs from 1 August to 31 July. We also have a holiday buy and sell scheme in place. Sometimes the University does not need to close for five days per year and any balance (for example one day), can be used as a paid Wellbeing Day to take time out for your own physical or mental health. Pension and life assurance: Pensions auto-enrolment to the People’s Pension which is a default salary sacrifice scheme. You may opt out of salary sacrifice but remain in the scheme, or you may choose to opt out altogether. We provide life assurance (death in service) cover as standard to all employees. Family-friendly policies: Policies in place for all types of family-friendly statutory leave with enhanced pay available from day one of employment for some leave types. Access to Tax-Free Childcare (Government scheme). Wellbeing: Full access to the Employee Assistance Programme as well as the Thrive Mental Wellbeing app. Several employees are trained Mental Health First Aiders and can support staff. We have a wellbeing policy and we focus on five pillars of wellbeing. Sustainable travel: Cycle to Work and Electric Vehicle salary sacrifice schemes. Parking: We have locked sheds for bicycles. For cars, for Horizons based roles, we may in the future be able to offer parking on site however you must not assume this will be possible. Every now and then we may have a spare parking space become available and you can ask to join the waiting list. The University is keen wherever possible, to encourage staff to commute as sustainably as possible. Other health related benefits: Employer-funded Health Cash Plan (Simplyhealth) and voluntary dental insurance (Unum). Other valuable benefits: Charity giving options available including one voluntary paid day, per annum. You will have access to range of lifestyle discounts and everyday savings. We offer learning platforms including LinkedIn learning. APPLICATIONS - THINGS TO CONSIDER For an informal discussion about the role please contact George Ford on 0118 467 2347 or email g.ford@ube.ac.uk . For any other enquiries please contact HR on 0118 467 2454 / 2433 or email recruitment@ube.ac.uk Did one of our employees recommend you? If you apply on the recommendation of an existing employee, please make sure to mention their name within your application. We're passionate about sustainability and we have a five-year strategic plan: We expect job seekers to be curious about who we are and what we do. We point you towards a couple of resources about who we are and sustainability . Closing date and next steps We will receive applications until the advert closes on Monday 14 September 2026 at 17:00 . We will not consider late applications. Our ATS does not screen applications, we humans do. Applications may be reviewed prior to the closing date and occasionally, you may be invited to interview ahead of the closing date. Interview details Dates for interview will be advised to you later in the process. We'll ask you to tell us about any dates you cannot make, up to 4 weeks from the closing date; this helps us to plan interviews should you be shortlisted, prior to contacting you. Interviews are normally carried out over Microsoft Teams or Zoom. Depending on the job role and place of work, your interview may be at our Reading or London office. Please be prepared for a two-stage interview process, held on different dates. As part of the interview process, you will likely meet a member of the Senior Leadership Team. Note for internal candidates If you are an existing employee, we request you inform your current line manager of your intention to apply for this role. As this is a fixed term role, if you were (in the future) to be offered and accept this role, it would mean relinquishing your contractual permanent employment status with the University. Following the expiry of the fixed term period, your employment with the University would cease, unless an alternative role is secured. If instead you would like to apply for this role on the basis of it being a secondment (i.e. not relinquishing your permanent status), please discuss this with your current line manager. Only your line manager can consider and agree to a secondment because this impacts the resourcing in your current team. Please contact HR if you or your line manager need to discuss this further. Department COO - Information Technology Locations Horizons, Reading, UK Remote status Hybrid Employment type Contract About University of the Built Environment University of the Built Environment has over 106 years’ experience of providing the sector the highest quality learning opportunities. At any one time, we have more than 4,000 students from more than 100 countries benefiting from our qualifications taught by lecturers who are specialists in their field. We provide accessible and relevant learning that fits your life and career goals and will enable you to contribute to a sustainable built environment that’s shaped with people in mind.