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The role

The University is embarking on a significant period of change, driven by a new digital strategy that will deliver globally accessible technical services and digital solutions to empower world class learning and research. Its key focus is on the Digital needs of our students, staff, and research partners.

The IT Services division is seeking an enthusiastic IT Support Technician to deliver and promote its floorwalking and counter services. The floorwalking service takes a proactive approach to ensuring desk-side IT in offices and student study spaces is reliable and operational, pre-emptively identifying and resolving problems. The counter service supports customers by providing a face-to-face walk-up/drop-in counter to address/resolve technical end-user hardware and software issues, and to offer guidance and advice.

You will need to demonstrate an in-depth knowledge and broad experience in supporting end-user device hardware, operating systems and applications. Strong customer service and communication skills, and the ability to converse with staff and students with varying levels of digital literacy are also key requirements of this role.

You will report to the IT Engagement Manager or designated deputy.

You must be able to work on-site, anywhere between the hours of 0800-1800.

What will you be doing?

• Promote IT Services through offering a high level of customer service through proactive and positive engagement with customers.
• Undertake first line hardware/software fault diagnosis and resolution including the (re)building of devices.
• Provide expert advice to our customers.
• Demonstrate great customer service skills, being able to skillfully respond to customers need, yet still maintain policy adherence and consistency.
• Liaise with vendors to arrange onsite and return-to-base repairs.
• Assist with equipment set-up/moves/tear down.
• Respond to urgent requests for IT assistance in lectures and teaching sessions.
• Develop and build long-standing network of contacts with customers/stakeholders and colleagues within IT Services.
• Be responsible for maintaining accurate asset records throughout asset lifecycle.
• Work under broad direction, being fully accountable for own work and time management.
• Work with team members to improve processes and user facing/internal documentation.
• Promote a culture of continuous improvement to enhance service delivery within IT Services.
• Learn through on the job training and specialist activities.

You should apply if

You pride yourself on your ability to put the customer first and naturally display a can-do attitude.

You have experience of a variety of devices and their interoperability, including:

• End-user hardware, e.g. desktops, laptops, tablets and smartphones.
• Windows, macOS and Linux operating systems.
• Audio visual technology. ·

You have a good understanding and/or experience of ITIL Incident Management.

An advantage will be experience of:

• Using configuration management technologies, such as InTune, SCCM, Jamf, Puppet, Group Policy.

Additional information

For informal queries please contat Richard Abraham, (0117) 4550711, [email protected]

It is anticipated that interviews will take during week commencing 3rd July.

This advert will close at 23:59 GMT on Wednesday 28th June.

Available documents

• IT Support Technician JD.docx