Technical Support Officer

Technical Support Officer

Location: Aylesbury

Salary: £28,000 – £30,000 per annum

Contract: Permanent, full‑time

Hours: 5 days per week (37.5 hours), including weekend working on a rotational basis as part of our seven‑day cover. Time off in lieu is provided for all weekend shifts.

The Role

Stately house and gardens set in the Buckinghamshire countryside just outside Aylesbury owned by the National Trust. The estate also includes a working aviary, wine cellars, shops, restaurants, and a woodland playground. Staff and volunteers help deliver special exhibitions, host educational visits, hold wine tastings, lead guided walks and talks, and run events throughout the year, including a magical Christmas season. Private events such as parties, meetings, and weddings.

The Technical Support Officer will deliver first‑ and second‑line support across all business areas, including Estate & Farms. The role will work closely with third‑party IT provider(s) to maintain the smooth operation of the IT environment, acting as a key liaison between external partners and internal teams to ensure support requests are resolved effectively and within agreed SLAs and timescales. You will have excellent people skills and the ability to support the evolving needs of the organisation, ensuring that systems and software continue to reflect the technological advancements required for the Estate to remain a premier visitor attraction.

Main Responsibilities

• Provide first line support for day‑to‑day IT issues for all staff via telephone, email, web portal, or walk‑ins. This includes password resets, remote access issues, hardware and software faults, and support for ePOS tills and PDQ machines.
• Carry out initial call triage within one hour of an issue being raised, escalating any calls that cannot be resolved at first line to an appropriate technician and/or third‑party provider.
• Manage and maintain all service desk tickets, ensuring calls are logged, prioritised, assigned, and updated through to resolution.
• Liaise with users, department heads, and third‑party providers to ensure issues are resolved promptly and in line with agreed Service Level Agreements.
• Use knowledge base articles and system documentation to resolve first line issues, ensuring all documentation is kept up to date and creating new articles where required.
• Create new user accounts in Active Directory and Microsoft 365, assigning security groups and application permissions as required.
• Support wider Microsoft 365 administration, including Azure AD, Exchange Online, Intune, Microsoft Defender, SharePoint and Teams, maintaining user access, security policies, and device management configurations.
• Support senior technical team members by maintaining and updating internal IT documentation covering software, policies, procedures, and guidance.
• Manage and maintain the asset register for all hardware across the Estate using the service desk system.
• Set up and configure new hardware, including PCs, laptops, docking stations, printers, tablets, mobile phones, monitors, telephones, PDQ machines, and ePOS tills.
• Diagnose faults on network ports and cabling using appropriate diagnostic tools.
• Assist senior team members with network management tasks as required.
• Provide IT support for events, including occasional evening work during the Waddesdon Christmas season.
• Undertake any other duties reasonably required from time to time.

Experience and Qualifications

Essential

• Knowledge and experience of Windows 11, Active Directory, and Microsoft 365 products (including applications and administration portals).
• Understanding of core infrastructure technologies such as DNS, DHCP, and basic networking principles.
• Understanding of IT security best practice and data protection principles.
• Minimum one year’s experience in desktop and application support within a multi‑site or service‑desk environment.
• Good working knowledge of computer hardware components and peripheral devices.
• Strong analytical abilities and a creative, methodical approach to problem‑solving, with the ability to prioritise workload effectively.
• Proven track record of delivering excellent customer service in a technical support environment.
• Strong interpersonal and communication skills, both written and verbal, with the ability to engage confidently with staff at all levels and maintain a friendly, ‘can‑do’ attitude.
• Excellent time‑management and organisational skills.
• Full UK driving licence essential, with business insurance for use of own vehicle (the post holder will be required to work at other sites across the Estate and occasionally in London).
• Willingness to learn new technologies and adapt to evolving organisational needs.

Desirable

• Experience working with network switches, network cabling, and fault‑finding, including the ability to terminate cabling, LAN ports, and patch panels to T568B standards.
• Working experience with Microsoft Server and Microsoft 365 administration portals, including Admin, Azure AD, Defender, Entra, Exchange Online, Intune, SharePoint, Teams and related services.
• Awareness of cybersecurity best practice and endpoint protection tools.
• Understanding of backup solutions and disaster‑recovery principles.
• Experience with Cisco Meraki wireless access points and the Meraki Dashboard.
• Knowledge or experience of Microsoft SharePoint administration or site management.
• Knowledge or experience of Microsoft SQL Server Management Studio (SSMS).
• Familiarity with business financial systems, ideally including Sage 50 Payroll and Sage 200c.

Benefits

• Complimentary tickets – a number of free tickets to the house and grounds for you and family and friends.
• Discounts – 50% discount in the food‑to‑go outlets at the Manor, 20% in the Manor gift shop and restaurants, 20% discount on special event tickets made available to staff.
• Staff Card – National Trust staff card entitles two adults and children under 18 years of age free admission to all National Trust properties and 20% discount in NT retail and catering outlets.
• Annual leave – 33 days rising to 40 days based on length of service (including public holidays).
• Sick pay – 1 week of sick pay during first 3 months, up to a maximum of 3 months full pay within a rolling 12‑month period; after four years a further 3 months at half pay in the rolling 12‑month period.
• Pension – National Trust will top up your pension by matching any contribution you make, up to 10% of your basic salary.
• Income protection – after one year of continuous service, income protection may be available at 50% of basic salary for a maximum of 5 years.
• Life assurance – lump sum of 4× basic annual salary payable upon death in service.
• Flexible & hybrid working – we encourage departments to manage their own way of working to suit the workload; a minimum of 3 days a week on‑site is recommended.
• Long service awards – recognition every 5 years for your contribution to the organisation, including a celebration and a cash award.
• Mental health and wellbeing support – access to a wellbeing platform and fully funded 1:1 counselling service.
• Enhanced maternity and paternity care – enhanced maternity pay after 12 months of continuous service; enhanced paternity pay after 12 months of continuous service.
• Eye care vouchers for DSE users.
• Free flu jab in October.
• Travel benefits – Cycle to Work Scheme, Season Ticket Loan for train or bus, Octopus Electric Vehicle Scheme.
• Deposit loan scheme – financial support toward a private rental deposit.
• Access to Perk at Work – exclusive discounts from hundreds of retailers, up to 55% off cinema tickets.
• Membership discounts – 20% discount on new Nuffield gym memberships, 15% off Harworth spa memberships, 15% off food in the restaurant.

Pay

£28,000 – £30,000 per annum.

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