We’re a mission‑driven independent publisher that empowers researchers, educators and institutions to shape the future.
Responsibilities
* Deliver high‑quality on‑site support for hardware, AV and connectivity issues, ensuring colleagues receive clear, timely and effective help.
* Act as the senior point of contact for complex incidents, strengthening service stability and building user confidence.
* Maintain meeting rooms and collaboration areas in good working order through regular inspections and assist with hybrid meetings and events.
* Work closely with third‑party partners to ensure installations, repairs and warranty work meet quality expectations and support continuous improvement.
* Lead the full lifecycle of user‑facing devices and peripherals, ensuring smooth deployment, refresh, repair and secure retirement.
* Maintain accurate asset and inventory records, ensuring devices and user data are handled safely and responsibly.
* Use operational insight and ticket data to identify trends, prevent recurring issues and improve service reliability.
* Mentor and support technicians, modelling a positive, customer‑focused approach and encouraging shared standards.
Qualifications
* Experienced in end‑user support, with strong on‑site exposure and a track record of resolving complex technical issues in a calm, solution‑focused way.
* Confident working with workplace hardware across Windows, Apple, mobile devices and peripherals, including build, imaging, deployment and troubleshooting.
* Experienced in assisting meeting rooms and hybrid collaboration environments, troubleshooting audio/video problems promptly and ensuring rooms are dependable and available for use.
* Familiar with identity and device administration such as Active Directory or Entra ID, and common endpoint management practices.
* Experienced with ITSM tools and ITIL‑aligned processes, including incident, request, problem and change management.
* Able to mentor others and build clear, accessible documentation that supports consistent standards and ways of working.
* Confident engaging with colleagues at all levels, offering excellent customer service to both technical and non‑technical users.
* Experienced in coordinating workplace technology projects, including planning, vendor collaboration and operational handover.
* Experienced in managing and maintaining asset management tools, keeping records accurate, up to date and compliant with internal processes.
* Someone who actively identifies opportunities for continuous improvement, helping to streamline workflows, enhance service quality or increase efficiency through practical, measurable changes.
Benefits
* 25 days annual leave (plus bank holidays) with 2 additional floating personal days.
* Life assurance, income protection and travel insurance.
* Private medical cover and access to the company doctor.
* Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.
* Variety of snacks and beverages available in the office.
* Healthy lifestyle reimbursement and anniversary trips.
* Access to company loans (season ticket, rental deposit and cycle loans).
Sage is a Disability Confident Employer (Level 1). It is committed to making our recruitment process accessible and inclusive. If you require reasonable adjustments, please email humanresources@sagepub.co.uk. We will consider adjustments only as agreed.
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