We are looking for an experienced and customer-focused IT Support Specialist to join our team and provide high-quality technical support across a dynamic research and academic environment.
As a key point of contact for users, you will provide 1st and 2nd line IT support, resolving a broad range of hardware, software, networking and application-related issues. You will work across Windows, macOS and Linux environments and support a varied range of IT equipment, including specialist research and audio-visual systems.
This is an excellent opportunity for an IT professional who enjoys solving problems, working with people and operating in a technically diverse environment where no two days are necessarily the same.
Key responsibilities
As an IT Support Specialist, you will:
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Act as a primary point of contact for users requiring technical assistance, providing responsive and professional customer service.
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Monitor and manage IT service desk requests, prioritising, resolving and escalating incidents in line with ITIL-based processes.
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Diagnose and resolve hardware, software, networking and application issues, including hardware failures, virus infections, connectivity problems and software configuration issues.
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Provide technical support for Windows, macOS and Linux computers and devices.
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Deploy, rebuild, configure and upgrade computers and other IT equipment using standard imaging and software deployment tools.
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Troubleshoot network connectivity and configuration issues and work with specialist IT teams to resolve more complex problems.
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Provide support for audio-visual equipment and a diverse range of research instrument-connected IT systems.
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Manage user accounts and access in conjunction with central IT and directory services.
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Liaise with third-party suppliers and specialist support teams to resolve technical issues effectively.
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Maintain accurate records of IT assets, software licences, incidents and technical documentation.
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Contribute to the development of knowledge bases, technical procedures, FAQs and best-practice guidance.
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Support IT security, compliance and audit activities, ensuring University cyber-security requirements and relevant policies are followed.
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Produce reports and analyse information to support operational and management decision-making.
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Provide guidance and supervision to junior colleagues and act as a technical point of reference within the team.
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Contribute to IT projects, service improvements and the implementation of new technologies and processes.
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Provide IT inductions and support to staff, students and visitors.
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Provide technical and purchasing advice and liaise with suppliers to obtain quotations where required.
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Keep up to date with developments in IT technologies, operating systems, applications and support practices.
Essential Criteria
We are looking for someone with proven experience in a busy IT support environment and a strong commitment to delivering excellent customer service.
You will have:
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- Proven experience in 1st and 2nd line support of Windows 10/11, MacOS devices, as well as a broad range of technical experience and hands-on skills.
- Proven experience of desktop and laptop hardware, with the ability to distinguish between hardware, software and networking faults.
- Good understanding of networking concepts and experience in diagnosing common configuration problems on devices relating to these services.
- Ability to diagnose and resolve problems with a wide range of software applications, particularly the Microsoft Office suite.
Vacancy ID 24471