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About us

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges.

The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.

Our ambition is to be the leading IT services group in the HE sector and we are growing our team’s capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.

About the role

As a Senior AV and IT Support Officer, you'll provide prompt, in-depth, customer-focussed 2nd and 3rd line support to staff, students and honorary contract holders.

Your will provide field, phone and remote based support of UCL Managed Desktop, desktops/laptops, mobile devices, networking equipment, audio visual equipment, multimedia equipment, video conferencing, specialist equipment and other peripherals used by academic staff, administrative staff and students. Additionally you will mentor, train, develop and support 2nd line support team members.

This position will be required to take part in the late shift that runs from 12:15pm to 8:30pm Mon – Fri on a 1 week out of 6 basis.

In the event we get a high number of applications, we may close the advert early before the published closing date. As a minimum we will keep all adverts open for 2 weeks.

Job Ref: B01-03398

Closing Date: 30-06-2023 – 23:59 (UK time)

About you

As a 2nd/ 3rd line support professional, you have a broad understanding in the following areas:

• Audio Visual fundamentals
• Signal processing, switching and distribution
• Fundamentals of cabling conventions, standards and their applications
• Crestron programming
• Lecture capture equipment and software such as Echo 360

You will also be able to demonstrate the following:

• Knowledge of Video Conferencing, IP H323 coded and ISDN H320 codec
• IT Hardware including laptops, desktops, tablets and mobile devices
• Managed Desktop Services using Microsoft Windows, SCCM, Appsense and Ivanti
• Experience managing small projects
• Experience supporting large scale conferences and high profile events
• Experience using fault logging system - Experience of network switches, patching and Wireless networks
• Experience of manual handling regulations
• Excellent problem solving skills including an ability to diagnose complex hardware and software faults
• Excellent communication skills as well as an ability to work under pressure

Additionally, you will be a collaborative individual with the ability to be be supportive towards colleagues, staff, students and others.

You will also be able to demonstrate the following ways of working indicators:

• Switching easily between tasks for different groups and stakeholders
• Documenting and sharing solutions
• Anticipating issues and adjusting approaches when necessary

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
• Additional 5 days’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Immigration loan
• Relocation scheme for certain posts
• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

Visit https://www.ucl.ac.uk/work-at-ucl/reward-and-benefits to find out more.

Our commitment to Equality, Diversity and Inclusion

As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.

These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women