ICTAV Technician - College of Medical, Veterinery & Life Sciences Glasgow, Scotland
University of Glasgow
Full Time
Glasgow, Scotland
24715 - 28929 GBP ANNUAL Today
Job description
Job Purpose
To provide in-depth, high-quality IT and AV support to staff, students and visitors to the Universities Garscube campus using specialist skills and knowledge acquired through practical experience. To provide an efficient and customer-focussed service, interpreting client requirements to ensure all issues are managed, diagnosed and resolved without supervision . To contribute to the team delivery of service excellence to all users on the Garscube Campus.
Main Duties and Responsibilities
1. To provide in-depth expert IT and AV support to all staff, students and visitors, contributing to the smooth and efficient running of the to ensure an excellent experience for service users.
2. Provide in-depth technical knowledge, solutions and advice to al staff, students and visitors in the use of IT equipment and provide first and second line support for all University end user systems. Provide remote online or in person on-site support as identified by business requirements.
3. Install and configure Information Services supported client platforms and associated IT peripherals, and connect to the University's campus network as required ensuring compliance with University procedures.
4. Diagnose software and hardware faults, identifying and implementing solutions to resolve day to day problems in order to minimise downtime for users, liaising with Information Services colleagues to resolve more complex problems.
5. Provide front-line technical AV support, involving first-line maintenance and problem-solving skills for all audio-visual and videoconferencing equipment, escalating more complex issues to relevant Information Services teams as appropriate.
6. Installation, configuration, networking and software support of non-desktop systems in lab environments.
7. Managing and prioritising own workload to ensure jobs are completed in an efficient manner.
8. Provide campus-wide second line support for calls raised through the Information Services Helpdesk system, via on site, telephone, or remote desktop support as appropriate. Liaise, plan and schedule with users to ensure prompt and satisfactory resolution of problems.
9. Undertake training and skills development activities to build competencies across a range of AV and IT technical areas and apply this knowledge to technical activities to further enhance user experience.
10. Participate in short-term projects as directed by line manager
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 7, (Advanced Higher, Scottish Vocational Qualification level 3), Higher National Certificate) or equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar role(s).
A2 knowledge of end user systems in a heterogeneous networked environment.
A3 technical AV knowledge and an understanding of a range of AV equipment.
Skills
Essential:
C1 Ability to demonstrate initiative, self-motivation, judgement and well-developed technical and problem solving capabilities and working logically through complex , multi platform problems, from information gathering to satisfactory resolution, including the skill of knowing when to involve others with specialist skills or more experience.
C2 Ability to work, often under pressure, without direct supervision.
C3 Ability to deal with a large variety of end users with a range of technical knowledge in a clear and concise manner.
C4 Be well organised to meet scheduled activities and deadlines.
C5 Strong service delivery culture, and excellent written and oral communication skills.
C6 Ability to work and contribute as part of a technical support team.
C7 Skills in using Microsoft Office suite.
Experience
Essential:
E1 Relevant experience in a similar role.
E2 Experience of supporting a variety of desktop software, e.g. e-mail clients, web browsers, Microsoft Office.
E3 Experience of supporting AV equipment in a variety of locations and applications, including lecture theatres, seminar rooms and other teaching and learning venues.
E4 Experience of working in a busy customer-facing role.
E5 Working with an IT Helpdesk/ Service management system.
Desirable:
F1 Using Remote online support software to provide support to customers.
F2 Experience of providing ICT support in an education environment.
Terms and Conditions
Salary will be Grade 5, £24,715 - £28,929 per annum.
This post is full time (35 hours per week) and open ended.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.
