Overview
As IT Support Technician within Faculty IT, you are responsible for providing high quality, customer focused IT support service with a focus on the academic, student, research and staff experience across University faculties and the central IT Services Department.
You will provide both in-person and remote support and resolution for customer requests, end user devices, hardware, operating systems, software & cloud based applications, configure network services for Windows and macOS. You will organise and coordinate resource and work activities including all aspects of device management and IT support for faculty-specific projects, workstreams and annual events.
Main duties and responsibilities
- Provide high quality, customer focused IT Support service across university faculties and departments, supporting a wide range of academic and professional services customers in line with agreed process, procedures and policy.
- Deliver support resolution for faculty-specific and university-wide customer requests and issues, escalation and liaison with third parties and colleagues as appropriate.
- Co-ordinate and take ownership of service requests and issues to ensure they are investigated, diagnosed and resolved efficiently, with minimal guidance and supervision, keeping the customer informed of progress.
- Provide both in person and remote support and maintenance for end user devices, hardware, operating systems, faculty-specific software & cloud based applications and configure network services for Windows and macOS maintaining security principles, policy and good practice (Desk side, TechBar, in-person, remote).
- Organise and coordinate resource and work activities both independently and as part of the Faculty IT team ensuring activities meet agreed quality standards, procedures and service levels
- Manage operational activities including all aspects of faculty device management from procurement, staging, deployment, maintenance and repair to disposal and ensuring asset management policy and procedures are accurately maintained.
- Provide specialised IT support for faculty-specific projects, workstreams and annual events, working in collaboration with all IT Support teams and Managers, promoting good and safe working practices.
- Create, maintain and update operational and support documentation for faculty-specific systems, including exchanging knowledge with colleagues through documents, presentations, handovers and demonstrations.
- 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 are 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.
An IT industry qualification at intermediate level or A level qualification or vocational skills and proven experience within an IT support environment
Experience and understanding of following cyber security policies, procedures and good practices, e.g. encryption, antivirus, access control with an appreciation of impact and importance
Experience of ITSM processes and systems, including remote support tools to optimise the user experience
Excellent knowledge of end-user devices (desktops, laptops, tablets, mobile), operating systems (Windows, macOS, mobile OS), cloud-based applications and networks
Knowledge of faculty-specific software applications and systems used in higher education environments
Excellent customer service skills and ability to take ownership of service issues providing advice and solutions, through resolutions and responding efficiently and effectively to enquiries from faculty staff and students
Excellent written and verbal communication skills, adept at tailoring messages to diverse faculty audiences (technical & non-technical, academic & professional services)
Excellent organisational skills with the ability to prioritise demands, manage your own resource requirements and plan and progress work activities in collaboration with colleagues
Ability to make decisions with an appreciation of risk, benefits and longer term implications, aligning with process, policy and faculty business requirements
Ability to work with a high level of accuracy and attention to detail
Application/Interview/Assessment
Scripting skills e.g. PowerShell, Python, Bash, or other scripting languages
Ability to document and review processes and procedures, sharing good practice with colleagues and peers
Further Information
https://www.sheffield.ac.uk/it-services/about ()
For informal enquiries about this job contact Natasha Nugent, Campus IT Support 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;
- 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.
