Technical support specialist

Salary: From £33,000 per annum (negotiable based on experience) + comprehensive benefits package

Jisc grade: TGE2 (internal use only)

Job Type: Permanent

Hours: 35 hours per week

Reports into: Technical service desk manager

Working style: Remote - Predominantly remote working, and regular travel is required to Jisc offices and/or customers. Meeting in person is something we value so you may need to travel on occasion to our hub offices.

(2 roles available)

About Jisc:

At Jisc, we're driven by a simple ambition: to use technology to transform education, research and innovation.

For more than 30 years, we've been the digital partner for the UK's education and research sectors, providing world-class networks, innovative digital services and expert guidance that help universities, colleges and research institutions thrive.

Our work supports millions of learners, educators and researchers every day, enabling everything from ground breaking discoveries and life-changing research to exceptional digital learning experiences. While many people may not realise it, the technology and services we provide help power some of the UK's most important educational and research achievements.

Join Jisc and you'll be part of a purpose-driven organisation where your ideas can have a real impact. Together, we're shaping the future of learning, research and innovation for the benefit of society.

The role:

As a Technical Support Specialist within Jisc's Trust and Identity Services team, you will play a key role in supporting customers by resolving technical incidents and service requests for access management and federated identity services. You will provide guidance and mentoring to first-line support colleagues, collaborate with third-line specialists on complex issues, and contribute to service improvements and knowledge management. Working within a highly skilled team, you will help ensure the delivery of secure, reliable, and user-friendly authentication and remote access services for the UK education and research community.

What you’ll be doing:

• Deliver high-quality, timely support to members and customers.  
• Resolve technical issues and escalate complex cases efficiently. 
• Maintain accurate records of queries, issues, and complaints, ensuring resolution through appropriate channels. 
• Create, publish, and validate technical documentation for internal and external use. 
• Act as a technical liaison with internal teams, attending meetings and engagements. 

What we are looking for:

• Strong experience with Windows OS and an understanding of Linux. 

• Basic understanding of networking concepts.

• Understanding of Single Sign-On (SSO) solutions. 

• Knowledge of Git, GitLab, and GitHub. 
• Experience with ticketing systems.
• Excellent customer service skills with the ability to log and track issues accurately. 

Don’t meet every single requirement?

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Hybrid working:

Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

Why work for us?

At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.

Our Guiding Principles:

Jisc’s culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.

Discover the amazing benefits we provide! Here’s what you can look forward to:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes three closure days over Christmas
• Buy up to an additional 5 days leave during the flexible benefits window
• Generous flexible pension schemes
• A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support
• A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• A wide range of discounts and cashback from retailers and big-name high-street stores
• Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave

Equity, diversity and inclusion:

Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging.

We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process:

Please let us know how we can best accommodate you throughout the recruitment process. We’re committed to making our process accessible and comfortable for everyone - just tell us what works best for you.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 7 days of the closing date.

Salary guide:

Please note this is a guide and your offer could be above or below this figure. Salaries will be offered based on skills, experience and development needs. Internal moves will be processed in line with the Pay operating procedures.

Sponsorship:

Please note that this role is not eligible for Skilled Worker visa sponsorship. This decision is based on current Home Office eligibility criteria, which require specific conditions to be met in terms of job type, salary level, and other factors. As such, we are unable to offer sponsorship for this position.