ICT Support Technician (2nd Level)
Location: Derry~Londonderry Campus, Ulster University
Grade: 5 (£28,778 - £32,097)
Employment type: Full‑time, fixed‑term to 31 December 2026
Responsible to: Head of Customer Services and Support
Reference: 038066
Overview
Ulster University is a nationally and internationally recognised university with a reputation for excellence, innovation, and regional engagement. Our core business activities encompass teaching and learning, research, innovation, technology and knowledge transfer, and the provision of services to staff, students, and the community.
Role
The ICT Support Technician (2nd Level) will be part of the Digital Services team, providing essential IT support across campus. The position is entry‑level and offers a structured training and development plan.
Responsibilities
* Deliver 2nd line IT technical support by resolving a range of IT issues for staff, students, and visitors.
* Troubleshoot and resolve escalated incidents, ensuring minimal disruption to university operations.
* Provide technical advice and support within an IT Service Management framework.
* Assist in the configuration, deployment, and maintenance of hardware and portable devices.
* Attend campus locations outside of normal hours to address high‑priority matters, as required.
Qualifications
* Hold an HNC/HND, Foundation degree, NVQ Level 4, or equivalent with relevant ICT content, or be in the final 6 months of a degree programme with relevant ICT content.
* Experience providing 2nd Level ICT service‑request and incident‑management support.
* Experience in problem analysis and resolution activities in an ICT technical support environment.
* Evidence of experience configuring and deploying hardware and software, including portable devices.
* Willingness to attend campuses out of hours to deal with matters of high priority.
Benefits
Ulster University offers flexible working arrangements and supports a family‑friendly working environment. The University holds a Silver Athena SWAN award, recognising commitment to gender equality, and provides a range of employee benefits which can be viewed on the university website.
Equal Opportunities
The University is an equal‑opportunity employer and welcomes applications from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.
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