We have a fantastic opportunity for an IT Services Engineer based at our beautiful campus in Ullenwood, Cheltenham.
Job Purpose
To support the maintenance and development of the organisation’s IT Services. As part of the IT Services Team, provide a professional and effective customer-focused IT Service Desk, offering first and second‑line technical support for customers at National Star across all sites and remote workers.
Context of Role
At National Star, we’re driven by our vision for a world in which people with disabilities are able to realise their potential as equal and active citizens in control of their lives. This sits at the heart of everything we do, from the personalised and world‑class learning we provide via National Star College to training, specialist services, and our work in the wider community. All of this is underpinned by both our passion to enrich people’s lives and by our moral and statutory responsibilities. IT services underpin the operation of National Star, ensuring that we can operate efficiently and safely. Our customers include staff, learners, residents, and visitors. The network is spread over geographically dispersed locations, interconnected by broadband, leased lines, SHDCs. Key services we deliver include Windows and Office desktop support, wireless, door access, internet access, telephony, CCTV, LOB applications, file access, and intranet services.
Because one of our operations provides 24/7 365‑day residential care, our services must be highly available, achieved through resilient design and proactive management.
What we’re looking for
- Strong troubleshooting skills across hardware, software, and networks
- Excellent customer service and communication skills
- Ability to prioritise workload and work under pressure
- A proactive and team‑oriented mindset
Key Responsibilities
IT Infrastructure & Systems Support
- Maintain network infrastructure, including wired and wireless networks, VPNs, and mobile technologies (e.g., 5G)
- Provide support for Microsoft Teams telephony and mobile phone systems
- Troubleshoot networking issues and perform basic configuration changes (e.g., VLANs, patching, wireless)
Hardware, Software & Devices
- Support desktops, laptops, tablets, printers, and other peripherals
- Perform hardware diagnostics, repairs, upgrades, and physical installations or moves
- Install, configure, and maintain software, including Windows operating systems
- Provide first- and second‑line support for IT services, including Office 365 and business‑critical applications (e.g., SharePoint, FileMaker, Care Control, Dayforce)
- Support a wide range of BYOD devices (phones, tablets, laptops, TVs, game consoles)
AV, Events and Media
- Set up and support AV equipment including projectors, displays, and interactive boards
- Provide technical support for events, including conferencing, PA systems, and live streaming
- Support digital signage and media streaming services
Service Desk & Customer Support
- Manage workload effectively using Service Desk software, ensuring tickets are logged, updated, and resolved within agreed SLAs and KPIs
- Communicate clearly with users throughout the lifecycle of incidents and requests
- Deliver excellent customer service through a proactive, solutions‑focused approach
- Escalate issues appropriately and liaise with third‑party suppliers where required
Print and Estates Technology
- Support printers and MFDs, including managing third‑party maintenance providers
- Support estates systems, including CCTV, access control, and building management systems
Monitoring, Documentation and Asset Management
- Proactively monitor systems and equipment to identify and resolve issues
- Maintain accurate IT asset records and inventory
- Produce and maintain documentation such as system configurations, procedures, and knowledge base articles
Team, Compliance and Development
- Contribute to team activities, meetings, and continuous service improvement
- Ensure compliance with IT policies, data protection regulations, and licensing requirements
- Participate in training and self‑development to maintain up‑to‑date knowledge
Additional Responsibilities
- Provide occasional out‑of‑hours support (time off in lieu provided)
- Support procurement activities for IT equipment and services
- Promote organisational values, including equality, diversity, and safeguarding
- Undertake any other duties as required by the IT Services leadership team
Contract Type: Permanent. Contract: Full time, 37 hours all year round, 52 weeks. Salary: £27,500 – £32,000 per annum. Location Status: Onsite, Ullenwood.
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