Overview
The University of Sheffield Advanced Manufacturing Research Centre (consisting; AMRC and AMRC Training Centre) are seeking a highly technical, hardworking, and proactive IT/AV Technician to join our well regarded IT support team.
Our new IT/AV Technician will provide second line IT and AV Support and advice to a diverse user base via our helpdesk tool (Topdesk), phone, self-service, email, chat and face-to-face. You will join our 8 person second line team, providing a responsive and friendly technical support service to all AMRC staff - including remote support to our larger sites in Wales, Preston and Derby.
Working across the IT team you will raise and progress issues and build your awareness of the team's activities, processes and skills whilst escalating where necessary. You will also specify and procure a wide variety of standard and specialist IT hardware, software and services for the IT team and wider business.
Main duties and responsibilities
- In supporting AMRC and the AMRC Training Centre you will handle a range of queries in person, via remote sessions, telephone and email for all IT and AV systems.
- Represent the IT support team in discussions with customers regarding potential work, with a focus on timely resolution to problems whilst promoting good IT working practices.
- Ability to prioritise own workload, especially queries that have significant business impact.
- Escalate complex technical issues to specialists locally or at the University as appropriate.
- Use, monitor, and assist with the maintenance of a variety of general and specialist IT equipment, software and services in order to meet the requirements of the organisation.
- Understand the complexities of, and use cases of AV and conferencing technologies whilst supporting use with both internal and external stakeholders.
- Contribute to the technical and security maintenance of devices (laptops, desktops, tablets, mobile phones and peripherals) and asset management through various platforms.
- Facilitate the regular IT support ‘drop in sessions’ the team run in buildings across the group
- Carry out the procurement of new and replacement IT equipment, software and services.
- Support the secure use and maintenance of the organisation’s Windows and Linux estate.
- Contribute as required to high priority tasks, incidents or projects - be flexible in covering first and second line duties as directed by your line manager.
- Stay updated with emerging technologies, tools, and best practices in the field of IT Support through self-learning and training opportunities.
- Conduct user handovers and limited one-to-one training on new and existing equipment.
- Carry out all duties with an understanding of AMRC, University of Sheffield and industry governance, architectural and information security best practices and frameworks seeking support from AMRC and University subject matter experts as required.
- Establish good relationships across IT, Architecture, Digital and University IT Services.
- Support the IT team as necessary with updates and maintenance of existing IT platforms or the introduction of new technologies - support pilots, testing and adoption.
- While supporting AMRC sites across the UK, there will be occasions when travel will be required. A full driving licence is therefore essential for this role. Suitable travel and accommodation provisions will be provided where applicable.
- Carry out other duties, commensurate with the grade and remit of the post
Person Specification
Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.
Experience of working in a team providing an effective and efficient IT Support service in a busy customer focused environment.
Experience providing 1st and 2nd line Technical Support within a large complex organisation.
Supporting knowledge of Microsoft Windows, MacOS, Android, iOS, Linux and other OS’s for client deployment, imaging, fault finding and fault resolution. (Primary focus on Windows)
An up-to-date knowledge of the apps and services of Microsoft 365 and Google Workspace
Good working knowledge of meeting and conference technologies, along with audio-visual installations of a complex nature or at high profile events.
A solid understanding of software patch management and cyber security principles - including an awareness of Cyber Essentials +
Ability to analyse and solve problems with an appreciation of longer term implications.
Effective customer service and communication skills, both written and verbal, with the ability to communicate to academic, research and technical staff at all levels within the organisation.
Undertake mandatory training. Comply with relevant University and AMRC policies - including health and safety, information security, procurement, IT/electrical waste and others.
Experience working with an incident Management tool, such as TOPdesk.
Working knowledge of market leading Mobile Device and Endpoint Management technologies including an understanding of OS imaging.
Experience of developing and maintaining a network of contacts, particularly contributing to related communities of practice.
Further Information
£27,319 - £31,236 per annum.
Full-time, 35h - Open-ended – Hybrid - Flexible options considered.
Senior IT Technician - Team Lead
For informal enquiries about this job contact Toby Griffin, IT Support Operations Manager at [email protected]
Next steps in the recruitment process
It is anticipated that the selection process will consist of a formal panel interview. We plan to let candidates know if they have progressed to the selection stage two weeks after the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact Toby Griffin, IT Support Operations Manager at [email protected]
Our vision and strategic plan
We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision ().
What we offer
- A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out and travel.
- A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to your development access to learning and mentoring schemes; integrated with our Technical Career Route.
- A range of generous family-friendly policies
- paid time off for parenting and caring emergencies
- support for those going through the menopause
- paid time off and support for fertility treatment
- and more
We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.
Baseline personnel security standard & Security Clearance
This role requires the postholder to undertake a Government baseline personnel security standard (BPSS) check as a condition of employment.
Please be aware that there is a requirement for the successful applicant to obtain Security Check Clearance (SC) . Please note you must be able to work in the UK without restrictions in accordance with UK National Law and be prepared to successfully undertake an appropriate level of UK National Security Vetting according to UK Government National Security Vetting criteria
