IT engineer 1st line - Bristol office based

United Kingdom

Posted Monday 14 July 2025 at 00:00

Jisc grade:TGE1 (internal use only)

Hours: 35 hours per week

Contract: Permanent

Location: Hub. The nature of this role requires you to be full time office based, working from our Bristol office. Meeting in person is something we value so you may need to travel on occasion to other offices.

THIS ROLE IS BASED DAILY IN OUR BRISTOL OFFICE, THEREFORE YOU SHOULD LIVE WITHIN AN EASILY COMMUTABLE DISTANCE.

About Jisc:

Our vision is to lead the UK tertiary education, research and innovation sectors to be pioneers in the use of digital technology and data. We're on a mission to harness the power of technology and data, to transform how knowledge is shared, applied and enhanced.

About the team:

The responsibility of the Workplace IT Service desk team, is to maintain normal operations, address users' requests, and resolve incidents and problems related to specified products, services, or other configuration items.

About the role:

As an IT support engineer, 1st line, you will play a pivotal role within our service desk team.

You will provide first line IT support services through a shared workplace IT service desk, to internal and external customers, with a focus on providing the excellent customer service that Jisc are proud of.

You will be the first point of contact for assistance, and IT fault diagnosis and rectification services. You will also be responsible for carrying out installation and maintenance activities related to IT and video conferencing services.

Responsibilities will include:

• Manage and triage all tickets through the ITSM (IT Service Management) application.
• Ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the ITSM application.
• Provision of face-to-face, email, and telephone support, using remote support tools where required.
• Maintenance of IT user accounts according to appropriate access control and account management policy.
• participate in the provision of support and maintenance for video conference solutions.
• Installation and configuration of software and hardware in compliance with defined technical standards.

Key Skills and Experience:

• Strong demonstrable experience working in a customer-facing environment is essential.

It would also be great if you have:

• Previous experience of installing and configuring IT software and hardware.
• Previous experience of using an ITSM system.
• Previous experience providing IT support services in-person and/or remotely via an IT service desk.
• An understanding of computing concepts incl. Windows and Mac desktop operating systems.
• An understanding of IT networking concepts incl. firewalls, routers, switches.

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!

Why work for us?

At Jisc, every role is vital, and every person matters. We want you to feel like you're part of something bigger. We support learning throughout your career and offer chances to grow, develop new skills, and make a real difference in education and research.

We believe that balancing your personal and professional life is key to happiness and fulfilment. We embrace flexible working, focusing on results rather than hours spent at a desk. It's not about where you work, but how you create a flow that energizes both your work and home life.

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 three closure days over Christmas plus the opportunity to buy up to an additional 5 days leave during the flexible benefits window
• A comprehensive 24/7 mental health support package, including coaching and appropriate counselling or specialist therapy, with no predetermined limit on the number of sessions you can access
• Annual Jisc performance award
• 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
• Allocated allowance of up to £250 to equip your home office
• 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
• The opportunity to donate to charity tax-free with our Payroll Giving benefit
• Salary sacrifice - Electric Car Lease Scheme, Cycle to work and SmartTech (buy the latest technology and white goods products, spreading the cost over up to twelve months, direct from your salary and interest-free) subject to terms and conditions and available upon request
• 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
• Specsavers corporate eye care scheme including free eye test vouchers and up to £70 towards new glasses for VDU use
• Life assurance cover

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 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're really looking forward to getting to know the real you. While we encourage the use of AI tools to help you get started on your CV or cover letter, we encourage you to review your application before submitting. Make sure it truly reflects your own voice, experiences, and personality.

If you are currently a Jisc employee, please apply through your Dayforce Employee profile.

We have a thorough background screening process that verifies the details you share with us in your CV and your application. Any inaccurate information supplied during the application stages can lead to a job offer being withdrawn.

Sponsorship:

Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevantHome Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.