onsite
IT Support Officer - University of Oxford
Systems Engineer
Provide first- and second-line technical support in a Microsoft Windows environment, resolving hardware, software, and network issues for a diverse user base while maintaining high service quality and documentation standards.
About the role
Key Responsibilities
- Deliver first- and second-line IT support to end users via phone, email, and in-person channels.
- Troubleshoot and resolve hardware, software, and network issues in a predominantly Microsoft Windows environment.
- Manage support tickets, ensuring timely resolution and accurate documentation in the ticketing system.
- Assist with user account management, including Active Directory provisioning and password resets.
- Collaborate with senior IT staff to implement system updates, patches, and security best practices.
Requirements
- Proven experience in a helpdesk or IT support role, preferably in an academic or large organization.
- Excellent problem‑solving skills and the ability to communicate technical information clearly to non‑technical users.
- Experience with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
- Customer‑focused attitude with a commitment to delivering high‑quality service.