IT Support Engineer, 1st Line

From £24,000 per annum depending on experience IT Engineer 1st line – BristolSalary: From £24,000 per annum depending on experienceContract: PermanentLocation: Office based at our Bristol hubOur Office address is: 4 Portwall Lane, Bristol, BS1 6NBJisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions.Join us and your contribution will help us to empower UK universities, colleges, research institutions and wider customers with technology so that everyone prospers.About the role:As an IT Engineer 1st line, on our shared internal IT service desk, you will be responsible for providing excellent customer service as Jisc’s first line IT support. You will be the essential first point of contact for assistance and IT fault diagnosis and rectification services, alongside installation and maintenance activities related to IT and video conferencing services.The role will span the complete ITIL process and Service Design through to Continuous Improvement, and you will learn the role of a first-class IT Engineer through training, documentation and hands on development.Due to the nature of the role, you will be full-time office based at our Bristol hub.Offices play a vital role in collaboration, creating an environment for collective innovation, productivity and wellbeing, as well as spaces where employees can work and relax. Ideas can be shared and developed more easily as a team.Responsibilities will include:• Triaging all tickets through the ITSM application, ensuring all incidents and service requests are successfully and accurately identified, categorised, prioritised,diagnosed and managed• Provide coordination support in a technical or administrative area to ensure the delivery of efficient internal services, and support of the diagnosis andresolution of first line IT incidents and service requests• Maintenance of IT user accounts according to appropriate access control and account management policy• Installation and configuration software and hardware in compliance with defined technical standards• Participate in the provision of support and maintenance for video conference solutionsKey Skills and Experience:• Customer focussed, with experience working in a customer-facing environment• Good organisational, communication, presentational and interpersonal skills – with the capability to communicate and collaborate concisely and effectivelywith fellow engineers, non-technical colleagues and with members and customers alike• Process orientated with a high level of attention to detail, self-motivation and determination with the proven ability to multi-task, organise and prioritiseworkload while having to work under pressure and to deadlines• Conscientious and diligent approach to workPlease refer to the job description for full details.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, but we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for this or other roles!Why work for us?At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.We believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. Our hybrid working policy is flexible, and the frequency of time spent in your nominated office will vary across teams and job roles.Take a look at our fantastic benefits! We offer:• Flexible work pattern, which can adapt to suit your schedules and personal commitments• 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas• A generous pension scheme• A range of leave options, including parental leave, 3 days volunteer leave per annum and even career breaks• A generous budget to support you with external learning and Continuous professional development• Allocated allowance of up to £250 to equip your home office• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning• Mental health first aid trained staff and supportive environment• Financial well-being support• The opportunity to donate to charity tax-free with our Payroll Giving benefit• A wide range of discounts from retailers and big-name high-street stores• Cycle to work scheme• Employee recognition awards and travel loans• Additional Flexible benefits include Holiday Buying - Purchase 1-5 days’ additional holiday per annum, Healthcare Cashplan, Electric Car Lease Scheme andoption to purchase SmartTechEquality, diversity and inclusionWe celebrate diversity, embrace our differences, through our culture and employee networks and know that this is critical for our success. We work hard to make sure we’re inclusive and we are committed to furthering our culture of inclusion. Striving to be best in practice, we are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles - a principle which actively encourages acceptance of differences within individuals.We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, class, citizenship, marital status, disability, neurodivergence, trans status, veteran status, or gender identity.Application process:Please do let us know what reasonable adjustments you need made to the application or selection process so you can do your best. We will be happy to help you.Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!We advertised this role on 10/04/24.
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