Job Description

At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.
About the Role
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As Senior Regional IT Support Engineer you will play a central role in delivering technical support across our UK and Ireland campuses. This position is key to ensuring students and staff can confidently rely on the technology services available to them, whether on-site or remotely.
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You'll be responsible for providing high quality 2nd line support, managing escalations, and ensuring our IT infrastructure operates smoothly and securely. With a strong customer focus and technical expertise, you'll help shape a consistent, reliable, and supportive IT experience across all BIMM campuses.
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This role covers the South East region (Brighton, London, and Essex), so you'll need to be based within approximately an hour's travel between London and Brighton. While the role is primarily remote, there will be occasions where on-site visits are required, depending on operational needs or the nature of specific projects across your region
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What You'll Do:
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• Provide 2nd line support to staff and students, resolving user and infrastructure issues both remotely and on-site.

• Act as an escalation point for 1st line issues, managing the 2nd line ticket queue and ensuring timely resolution in line with SLAs.

• Carry out campus visits when remote support isn't possible, delivering effective in-person support and fostering trust with users.

• Manage IT assets within your region, including procurement, builds, deployments, and accurate record-keeping.

• Document and monitor IT support activities through our Helpdesk platform, keeping knowledge bases and systems up to date.

• Collaborate with stakeholders, including Deans, Heads of School, and Technology Managers, to maintain high service standards.

• Coordinate with third-party vendors and cross-regional teams to resolve escalated issues and implement infrastructure changes.

• Support projects and assist with on-campus responsibilities such as hardware handovers, asset management, and IT operations.

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What You'll Bring:
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• A strong blend of customer service skills and technical expertise, with the ability to resolve issues effectively and professionally.

• Proven experience managing a helpdesk ticket queue in a fast-paced environment, including escalations.

• Strong knowledge of Microsoft Cloud Technologies, Microsoft client operating systems, and a working knowledge of macOS.

• Understanding of cybersecurity best practices, Active Directory, group policies, and network troubleshooting.

• Experience with printer configuration and maintenance.

• Excellent communication and listening skills, with the ability to explain technical solutions clearly to non-technical users.

• The ability to collaborate effectively with colleagues, share knowledge, and promote best practice.

• A calm, approachable manner with integrity, accountability, and ownership in your work.

• The flexibility to support occasional evening and weekend work when required.

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This position is offered as a 6-month fixed-term contract, with the view that it will develop into a permanent opportunity.
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Why BIMM University?
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We are a values led organisation, meaning our core values underpin all that we do:
In addition to joining a committed and dedicated team, you will have access to:

• 25 days holiday per year (FTE)
• SMART pension
• A comprehensive benefits package

We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation.
We are committed to promoting the safety and welfare of our students, therefore all successful applicants are required to complete a basic DBS disclosure. Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.

Skills Required