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2nd Line Support Engineer

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360 Resourcing Solutions

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Location:
United Kingdom , Portsmouth

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

28602.41 - 32984.34 GBP / Year
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Job Description:

The 2nd Line Desktop Support Engineer will work as part of a team of 2nd line engineers to deliver high quality customer support. 2nd Line Engineers will also be expected to troubleshoot and resolve issues, to provide expertise to help with the planning and development of IT systems, support 1st line engineers and escalate and manage issues with 3rd line engineers and 3rd parties. Team working and communications within an overall approach that puts staff and students first will be of key importance.

Job Responsibility:

  • Deliver high quality customer support in the troubleshooting and resolution of technical support issues
  • Demonstrate outstanding customer service skills across all our stakeholders
  • Providing expertise to support the Planning and development of IT
  • Supporting 1st line teams
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
  • Escalating and managing issues with 3rd line and 3rd parties
  • Assisting in projects as required
  • Resolving and assisting with general IT Support tickets
  • Provide: Desktop Support, Hardware Repairs, Audio Visual, Software Installation as required
  • Support hardware refreshes
  • Where required, represent the college and or IT Team in meetings / presentations / Conferences

Requirements:

  • Maintain the print provision across college
  • Provide mobile device support and management
  • Support specialist requirements and design processes to ensure that any requirement is managed and controlled
  • Ensure that your knowledge is kept up to date and that the college is adopting good quality systems that are well implemented and maintained
  • Ensure that documentation is managed and kept up to date for internal and auditing purposes
  • Be familiar with Cyber Essentials criteria and ensure that all systems are developed and maintained to meet the criteria
What we offer:
  • Annual Leave: 25 days total and closure for winter shutdown period in line with Hampshire County Council school holidays & statutory bank holidays
  • Pension: Generous Local Government pension
  • Learning & Development: Programmes by The Community Adult Education Department
  • Staff Development: Access to the College staff development programmes and CPD
  • Onsite Discounts: City of Portsmouth College Hair Salon & 50% off at the City of Portsmouth College Sports Centre
  • Online Discounts: Unidays, Student Beans, and Totum with a City of Portsmouth College email address
  • Parking: Free car parking across all campus sites (apart from Arundel)
  • Blue Light Card: providing several discounts for clothing, electrical goods, food and days out, even concert tickets!

Additional Information:

Job Posted:
April 06, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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