2nd Line Support Technician - Rotherham College

2 nd Line Support Technician

37 hours per week

Salary - GBP18,008 - GBP21,963 per annum

Location of position - Rotherham (would also be expected to work across all sites)

The 2 nd line support technician is a key part of the IT Services team for the RNN Group, ensuring a high level of customer service in providing technical diagnosis and resolution to both staff and learners. With a varied range of hardware and software to meet the needs of all clients (learners and staff) this is therefore a great opportunity to gain experience and skills across a wide range of industry recognised IT resources.

The RNN Group maintains several thousand user accounts operating in a multi-site environment linked by high-speed Internet connections. There are five data centres, predominantly a VMWare server environment, with servers and desktops mostly utilising Microsoft operating systems.

Your main priority will be to resolve requests that customers raise via our Helpdesk system, ensuring a timely resolution in line with our service level agreements and ensuring clear communication with clients throughout the resolution process.

This role is varied and challenging; the post holder will have the opportunity to be involved in significant change programmes, including the installation of a variety of software solutions and the deployment of various hardware devices.

You will need all the skills that you have developed in your career to date to resolve client requests and maintain The Group's desktop infrastructure; including desktop PCs, laptops, Apple Macs and various mobile devices such as tablets, this list is far from exhaustive. You will ensure that the equipment is performing to the highest possible levels and operates fault free through various resolution mechanisms and techniques.

You will be primarily based at Rotherham Campus but you must be able to travel to, and work from, the other Group sites and subsidiaries e.g. Dinnington, Worksop, Dearne Valley and other off-site clients, on an as and when required basis.

After our recent mergers we have worked with staff across the organisation to create a new set of values that everyone is committed to. To be a part of the team at RNN Group we will expect you to be committed to these values too; Respect, Support, Inclusion, Excellence and Partnership.

We celebrate diversity and are proud to have been recognised as Investors in Diversity for our work on Equality, Diversity and Inclusion. We welcome applications from everyone regardless of age, gender, ethnicity, sexuality, faith or disability. We are also proud to be part of the Disability Confidence Scheme.

We are committed to safeguarding and promoting the welfare of children, vulnerable adults and young people. All new employees will be required undertake a DBS check.

Closing date: Sunday 29 October 2017

To find out more about this exciting career opportunity, please visit: If you require further information about this vacancy please contact the HR department on

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