Job title: IT Support Technician
Job type: Permanent
Emp type: Full-time
Functional Expertise: Job Title Position
Salary type: Annual
Salary: negotiable
Location: Cambridge, UK
Job published: 05/10/2023
Job ID: 81764

Job Description

IT Support Technician

Permanent role

Location: Cambridge

Salary: £27,929 - £32,304 per annum (possibly negotiable)  + excellent holiday entitlement and great benefits too

Start: ASAP


We require an IT Support Technician for our higher education Client to work in their systems support team where you will respond to a broad range of service requests and incidents escalated from the Service Desk within agreed SLA's.

The IT department provides specialist IT services and support to over 3,500 staff and students.

Responsibilities include:

Capturing of requirements and then fulfilling requests by setting up/upgrading devices using client/device management tools.

Completing customer configuration and delivering device handovers, as well as offering guidance and individual training to customers on getting the best from their IT services.

Providing 2nd line IT support for devices, including their connectivity, hardware, and software following agreed procedures and escalating to other teams in the department, if appropriate.

Providing IT support as part of a team, for the high-quality audio-visual systems within the business

Assisting with the implementation of agreed remedies and preventative measures, as well as with the development of standards, processes, and documentation.

Working on small, agreed projects.


Essential skills & experience required:

As an IT Support Technician you must be interested in working as part of a collaborative team, providing quality support in a complex but interesting environment and be able to demonstrate the following:

Some experience setting up devices and troubleshooting with regards to Windows, although having MacOS and/or Linux would be a bonus.

Some experience with Active Directory, Office/Microsoft 365, printers, and networks.

Excellent customer service skills.

Good written and verbal communication skills, across various channels, eg. in person, over the phone/video & email etc.

Be able to effectively manage your priorities, time, and workload.

Have experience in providing IT support in a workplace environment.

Enjoy helping people with their issues or requests and have a positive manner.

Have a focus on continuous improvement, in terms of systems, services and yourself.


This position aligns with a traditional level 2nd Line/Desktop Support role, with “a little” experience; so this may suit someone moving from a Service Desk/1st line role with some limited experience building devices


The key technologies includes:

Mainly Windows Devices (Windows XP - 11), approximately 25% are MACS (MacOS Sierra through to Ventura) with 1-2% Linux (Ubuntu)

The Client also has M365 and Active Directory and Azure

It's a complex but very interesting environment and they elements of ITIL together with Agile, Lean etc...


This role will based full time on the Client site in Cambridge Monday - Friday  8.30am-5.00pm


Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds.