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The role

This is an exciting opportunity for two IT Support Officers to work as part of our Faculty IT Support (FITS) Teams within our Support group.

You will report to the FITS Team Manager or designated deputy and will be responsible for improving first and second line technical support. This will include liaising with colleagues in other teams within IT Services as well as other Divisions of Professional Services.

These roles will initially be based in the FITS Teams that provide support to the Professional Services Divisions and the Faculties of Arts; Social Sciences and Law; Science; and Engineering. Over time you may be asked to work permanently or temporarily to cover the other areas of support required of the team, or within other teams in the Support Group.

This role is primarily based on-campus and there is an expectation to be on campus for a minimum 3 days per week, with the other two days working from home.

These roles are open ended (permanent) with fixed funding until June 2025.

What will you be doing?

As an IT Support Officer, you will need to:

• Perform hardware/software fault diagnosis and resolution.
• Place orders and liaise with suppliers.
• Coordinate equipment moves.
• Build new devices and issue to users – Windows, macOS, Linux, mobile platforms.
• Liaise with more senior members of the team and other teams within IT Services.
• Be responsible for lifecycle management of devices in the assigned areas, including arranging orders for new stock, redeployment of devices within the University and coordinating equipment disposal via standard processes.
• You should have good experience of a variety of platforms and their interoperability, including (but not limited to) Windows, Linux and macOS, and hardware in different configurations, e.g. end-user workstations, single-purpose devices, etc.
• The post may require supervision of daily work and projects for junior members of the team, such as h/w replacement cycles for a faculty/school/building.
• Ensure the Faculty IT Support Team works with the Service Desk and 3rd Line Support teams to enhance and improve the services that underpin research and teaching activities.
• Work under broad direction, being fully accountable for own work.
• Develop and maintain technical service/solution documentation as used by members of the Faculty IT Teams, the Service Desk and 3rd Line Support teams, as well as user facing documentation.
• Act as a Technical Service Manager for one or more services.
• Contribute to 3rd line support for incidents/issues reported to IT Services, ensuring swift resolution and undertaking any remedial follow up activities.
• Maintain a strong network of contacts with stakeholders and the teams in Support and IT Services.
• Be an advocate for user needs, whilst being prepared to constructively challenge wants expressed as needs.
• Maintain a culture of continuous improvement to enhance service delivery within the team.
• Mentor more junior members of the Faculty IT Team.
• Work with the other IT teams to ensure services are delivered consistently across all areas of the Support group, contributing to developing policy and standard processes as and when necessary.

You should apply if

You are a highly motivated and experienced second line desktop support technician/engineer.

Well versed in Incident Management, with excellent Customer Management skills and comfortable handling multiple Service Request simultaneously.

You should have excellent problem-solving skills with a wealth of experience supporting a mixture of Hardware and Software vendors and platforms (e.g. Dell, Apple, Windows, macOS and many applications).

Additional information

For informal queries please contact Geoff Rickard - [email protected]

This advert will close at 23:59 GMT on 26th September 2023.

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