IT Support Engineer (on-site)

About Us

Through education, people can transform their lives and achieve their career goals. learndirect has been empowering individuals to reach their full potential for many years through a forward-thinking, digital approach.

As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that lead to exciting careers. Our mission is to empower, inspire, and transform lives through flexible education that is accessible to all.

From Access to Higher Education Diplomas and GCSEs to animal care courses and accredited dental nursing qualifications, we support learners from all backgrounds and at every stage of life and career.

Through partnerships with industry-leading providers across multiple sectors, learndirect has supported more than 4.5 million learners in achieving their goals. With rapid expansion underway, now is an exciting time to join us and be part of the future of online education.

Job Purpose

To ensure the seamless operation of end-user devices and related technologies, including laptop builds, Microsoft 365 and Google administration, and office infrastructure support, while resolving technical issues across software and hardware.

This role is based in our Bournemouth, Dorset office, supporting both on-site and remote team members.

Experience supporting telephony systems is essential, as maintaining the commercial continuity of our sales team is a critical part of this role.

Key Responsibilities and Accountabilities:

• Monitor, maintain, and troubleshoot end-user computing infrastructure, including hardware, software, and peripheral devices

• Monitor and maintain third-party online telephony systems, including managing IVRs and telephone number reputation management tools

• Provide technical support to end-users, ensuring timely resolution of hardware, software, and network-related issues

• Perform system upgrades, patches, and firmware updates to maintain security and performance standards

• Plan and forecast equipment provisioning

• Facilitate GDPR and compliance processes

• Triage and escalate internal support tickets as required

• Implement and enforce security protocols, including antivirus software, firewalls, encryption, and access controls

• Stay up to date with emerging technologies and industry best practices to continuously improve the end-user computing environment

• Ensure appropriate licensing across all systems and platforms

• Support and maintain office infrastructure, including wired and wireless networks

• Maintain an accurate asset register

• Manage incidents and service requests, ensuring resolution within SLA

• Liaise with and manage third-party technology suppliers to resolve incidents

• Manage suppliers for software and services

What We’re Looking For

Essential:

Minimum 2 years’ in technical support

Strong knowledge of Azure stack, including Microsoft 365 Experience supporting VoIP and telephony systems Experience with remote device management tools (e.g., Intune or equivalent) Excellent stakeholder management skills Friendly, approachable, and customer-focused attitude Strong time management and organisational skills

Desirable:

Why Work With Us?

Funded course of your choice after probation Generous holiday allowance plus bank holidays, including an extra day for your birthday/appreciation day £50 Amazon voucher for your birthday Company pension scheme Refer-a-friend scheme Inclusive culture and positive working environment Regular staff social events

Salary

Salary will be dependent on experience.

We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.

Proposition: Empowering people to reach their potential

Our Mission: Removing barriers (time, tech, cost) to enable a ‘learning lifestyle’.

Our Vision: To create the modern approach to learning

Our Values: Working with PACE we strive to be:

Passionate “We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other”.

Agile “We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities”.

Courageous “We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach”.

Empowering “We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view”.