First Line IT Technician

Overview

Contract:

Permanent

Location:

Hybrid (Head Office: Quorum Business Park, Newcastle upon Tyne)

Hours per week: 37

Salary: £24,727

This is a hybrid working role, so you’ll need to be able to work from our Head Office 2 days per week

We’re excited to be looking for a First Line IT Technician to join our IT team.

In this role, you’ll provide dedicated first line ticket resolution across multiple sites, ensuring accurate recording of incident information to help identify trends or required escalations. You’ll also support mobile telephony and remote working solutions by working closely with the wider IT Operations team, facilitating early troubleshooting and maintaining clear communication throughout.

• Ensuring information via tickets on our service desk platform are actioned and accurately recorded
• Responding to requests and resolving tickets within SLA
• Ensuring daily checks across IT Security and Service Operations teams are carried out or automated where possible, raising any issues to specialist team if required
• Escalating 2nd/3rd incidents to the specialist IT teams across IT Security and Service Operations for resolution
• Contributing to the continuous improvement of Group IT by assisting in implementing and embedding ITIL processes
• Identifying areas of improvement or automation continuously improving our service desk process by implementing these
• Documenting new processes and training out to relevant colleagues

• Strong analytical and fault-finding skills
• Experience in managing workload according to competing deadlines.
• Proven experience of customer service
• Excellent written and oral communication skills, including grammar and spelling
• Attention to detail and ability to work accurately
• Ability to work on your own initiative and work within deadlines

• Annual leave starting at 25 days and increasing up to 30 days with length of service
• 8 bank holidays and an additional 3 days off during the Christmas closure
• YOU celebration day to celebrate your birthday or another life event
• YOU hour allowing you one hour per month to spend time on something that promotes your wellbeing
• Learning and Wellbeing fund of up to £200 per year
• £400 towards any NCFE accredited qualifications per year
• Up to 20 Volunteering hours per year
• Flexible working culture with a hybrid working approach
• Early finish on a Friday at 4:30pm to start your weekend early
• Health cash plan through Westfield to claim towards health costs such as dental and optical
• Tech and Home scheme with savings at Currys and IKEA
• Employee Assistance Programme with a confidential helpline and access to face to face and telephone counselling
• Pension of up to 9% employer contribution when you contribute 3%
• Death in service payment worth 4 x your salary

Imagine a career where your contributions affect not only what people learn, but the way that learning is developed and delivered.

With over 170 years of education experience our core purpose remains at the heart of the organisation – to promote and advance learning to create a fairer, more inclusive society, making sure no learner is left behind.

Want to know more? Take a look at our website

Before applying, please note that we require all candidates to be able to demonstrate proof of Right to Work in the UK.

Ready to join us and shape real change? Apply with your CV if you have the commitment to excel in this position.

Closing Date:
Friday 13 March 2026

Interview Date:
Friday 20 March 2026

We're committed to building rich diversity into our workforce at all levels, to ensure that we understand and are representative of the communities and customers we serve.

We do not discriminate against anyone due to their gender, sexuality, race, age, religion, beliefs, identity, social background, visible or hidden disability, or neurodiversity. Instead, we pride ourselves on our collaborative, vibrant and high-performance culture which embraces everyone, celebrates uniqueness, and enables everyone's voice to be heard.