IT Support Officer
The Role
This is a hands-on, varied IT support role at the University of Portsmouth London Campus in Walthamstow. The campus is relatively new and growing, which means no two days look the same and there is real scope to shape how IT services are delivered to students and staff.
You will be the primary point of contact for technical support across the campus, troubleshooting hardware and software, maintaining classroom and AV technology, supporting hybrid learning environments, and keeping everything running reliably day to day. The role sits within a small, collaborative team and involves working closely with the wider University of Portsmouth IT function.
If you are looking for a role with variety, a user base that genuinely depends on you, and the chance to work in a higher education environment that is still developing its identity, this is worth a closer look.
Hours: 37.5 hours per week (rotational shifts, including occasional evenings and weekends)
About You
You are comfortable working independently and managing competing priorities without losing sight of the detail. You communicate clearly with people who are not technically minded, and you take a methodical approach to diagnosing and resolving problems.
You will have solid experience across Windows, macOS, and Microsoft 365, an understanding of network fundamentals, and a genuine interest in keeping your knowledge current. Experience in education or a similarly complex environment would be an advantage, though it is not essential.
Key Responsibilities
User support and troubleshooting
- Provide in-person, remote, and on-call 1st and 2nd line technical support to students, faculty, staff, and wider stakeholders
- Diagnose and resolve hardware, software, and connectivity issues across Windows, macOS, Linux, mobile devices, and university systems
- Handle account management, password resets, and access issues using identity management systems
- Log, monitor, and resolve IT and AV support requests through service desk systems such as Hornbill, ensuring timely resolution
Technology and digital learning environments
- Deploy, configure, and maintain campus IT equipment, including desktops, laptops, printers, AV systems, and mobile devices
- Support hybrid learning environments and unified communications using videoconferencing platforms such as Zoom and Microsoft Teams
- Provide AV technical support for smart classrooms, labs, and collaborative workspaces
Cybersecurity and compliance
- Help users maintain good cybersecurity hygiene, including multi-factor authentication (MFA) and secure file sharing
- Ensure compliance with university IT policies, data privacy regulations (GDPR), and accessibility standards
- Maintain an up-to-date inventory of IT and digital assets and manage software licensing
- Monitor for security threats and escalate incidents as needed
Network and connectivity support
- Assist with Wi-Fi troubleshooting, VPN setup, and access to campus-wide network resources
- Support the rollout of IoT devices and emerging networked technologies
- Provide basic troubleshooting for cloud-based applications (Google Workspace, Microsoft 365, LMS systems) and basic infrastructure support for network switches and wireless access points
- Manage user access, onboarding and offboarding, and maintain network security
- Support the safe storage, receipt, and installation of IT equipment and consumables, and assist with access control and the issuing of new and replacement ID cards
- Maintain and update the university’s London website content and digital communication channels, ensuring accuracy and compliance
Training and documentation
- Conduct IT orientation sessions and workshops for new students and staff
- Develop and update knowledge base articles, FAQs, and user guides, and document procedures and setup changes in line with change control best practice
- Promote self-service IT resources and best practices
Collaboration and continuous improvement
- Work closely with central University of Portsmouth IT and Digital teams (Infrastructure, Security, Applications, Library) to escalate and resolve complex issues
- Participate in IT projects, including system upgrades, technology rollouts, and new service implementations
- Stay current with emerging technologies, such as AI-driven support tools and virtual reality (VR) applications for education
This is a broad outline of the role and responsibilities may evolve to reflect the needs of the campus.
Essential Requirements
- Proficiency in Windows, macOS, and Linux troubleshooting
- Intermediate experience supporting end-user hardware, including desktops, laptops, and printers
- Intermediate experience of Microsoft 365 administration, maintenance, and troubleshooting
- Experience with cloud platforms such as Azure, Entra ID, or Google Cloud
- Familiarity with learning management systems such as Moodle, Blackboard, or Canvas
- Experience with endpoint management tools
- Strong communication and interpersonal skills, with a customer-first approach
- Ability to prioritise and manage multiple tasks in a fast-paced environment
- Commitment to data protection, GDPR compliance, equality, and accessibility
Desirable Requirements
- Experience working in a higher education or similarly complex environment
- Familiarity with AV systems and smart classroom technology
Qualifications
- Associate’s or bachelor’s degree in IT, Computer Science, a related field, or equivalent experience
- Certifications such as CompTIA A+, ITIL Foundation, Google IT Support, or Microsoft Certified: Modern Desktop Administrator, preferred but not required
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