Senior IT Support Technician (Desktop Support) – IT Services – 58798 – Band 500
University of Birmingham, Edgbaston, Birmingham UK
Full time starting salary is normally in the range £23,699 to £25,458. With potential progression once in post to £29,471 a year
Closing Date: 9th June 2021
Our support to you
People are at the heart of what we are and do.
The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.
We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.
We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.
Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.
The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.
The post holder will play a key role within a committed IT Support Team, providing desktop support within an exciting collaborative research and development Centre based at the High Temperature Research Centre, Ansty Park, Coventry.
Using their own knowledge and expertise they will be required to analyse desktop PC issues, identify causes, and using their own judgement restore function as quickly as possible in line with HTRC and University Computing and IT Standards. This may involve short term measures to bring the equipment back on line, and then to follow a longer term plan to fully resolve the issue and to prevent further failure.
To deploy, support and manage computer systems used in specialist manufacturing IT or laboratory systems in line with HTRC and University Computing and IT Standards.
To undertake activities such as the deployment of new and existing software and end user hardware whilst ensuring agreed deadlines are met.
The post holder must be able to communicate complex IT technical problems and requirements in an understandable fashion to technical and non-technical staff, including department managers, academic and administrative staff.
Senior IT Support Technicians will play a key role within a committed IT Support team either providing desktop support side – which will involve extensive customer face to face interactions and visits to desk side or remote computing support to staff and students at the University. You will resolve a high percentage of queries without referring on, utilising remote software and liaising with 3rd level technical teams to restore service. In this role you will primarily provide first and second line support to staff and students of the University.
Using your knowledge and experience you will be required to analyse problems, identifying the cause and using your judgement to restore function in line with University C&IT standards. You will need to be able to communicate complex IT technical problems and requirements in an understandable fashion to non-technical staff, including Department managers, academic and administrative staff.
Desktop support role:
- You will be responsible for determining your own priorities for your workload, and for ensuring you co-ordinate with other team members to meet overall ITS priorities.
- Proactively liaising with members of other technical teams to aid in the timely resolution of IT faults, ensuring resolution details are recorded for future reference.
- Troubleshooting problems, some of which may require in-depth knowledge, and developing and implementing solutions on own initiative. You will need the skills and experience to work on your own initiative, to assess problems and judge the appropriate solution, referring to more senior team members for in-depth specialist advice as you judge necessary.
- You will use your in-depth knowledge to be fully conversant with all areas of either desktop IT support or remote assistance software.
- Developing specialist knowledge in one or more areas within the team. This will allow you to provide training to others (including customers), and ensure all job-related knowledge is documented and available to all colleagues. You will write articles for the IT Service Desk Knowledge Base, and/or developing server skills where appropriate.
- Making an important contribution to the collective knowledge of the team by staying up to date with new technology, and maintaining an up to date overview of hardware and software relating to teaching and learning at the University.
- Undertaking such other duties as may be required from time to time in furtherance of the work of IT Services.
- Supporting equality and values diversity, moderates own behaviour to avoid unfair discriminatory impact or bias on others.
- Develop specialist knowledge for areas within the team, including in-house systems such as Manufacturing Execution System (MES) and Enterprise Resource Planning (ERP). The scope for specialism is wide and covers, for example, initiating standard desktop images for PCs or support for manufacturing or research IT systems.
- Have demonstrable experience with management of Active Directory, User, Computer and Group Policy Objects
- Responsibility for managing and supporting desktop resources (hardware and software) for PC users on campus, including for high profile academic and professional services staff.
- Obtaining quotes, specifying and making recommendations for the purchase of computer equipment and software, in conjunction with senior team members. To make recommendations on a Value for Money basis whether to repair, upgrade or replace hardware and software in line with overall strategy and standards.
- Liaising with external companies and contractors to ensure prompt and adequate service, resolving issues as appropriate.
- Initiating approved disposal mechanisms for redundant hardware.
- Recommend provision of additional network points and undertake IP registration of desktop equipment.
- Playing a key role in the planning and delivery of important projects, e.g. the rollout of replacement staff PC’s, visiting members of staff, analysing and specifying requirements, assisting with PC procurement, and installing and configuring PC’s to customer requirements in accordance with IS standards.
- Proactively liaising with other members of the team on the delivery of sub-sets of major projects, to ensure that each part of the project is completed on time and does not adversely impact on the overall plan e.g. the roll out of a new application suite to a department.
- Ensuring client desktop connectivity to the campus network in accordance with the University’s networking standards, policy and infrastructure.
- Setting up new users, printers and general system administration to ensure access to all networked servers and systems.
- Monitoring the performance of desktop PCs and associated services to ensure reliability and smooth operations of IT systems that are required for all aspects of the work of the customer base as a whole.
- Assisting with the monitoring of central backup services to ensure the security and integrity of the information store.
- Providing 1 to 1 training and advice to PC users, either verbally or via written documentation.
- 5 GCSEs at grade C or above, including Mathematics and English (or equivalent level 2 vocational qualifications including demonstrable examples of the required level of literacy and numeracy).
- Significant experience and expertise, likely to be demonstrated by building on experience in a role offering front line support (ideally backed up with professional qualifications as detailed below) in working on a complex desktop support environment or Service Desk involving user support and triaging of calls, utilising skills from problem analysis through to implementation of solutions. An MCDST/MCP or other industry recognized IT qualifications would be an advantage.
- A good up to date general knowledge on current trends in IT.
- The ability to work effectively as a member of a team towards quality service goals and deadlines.
- Excellent oral and written communication, coupled with a strong customer service orientation, and the ability to tailor responses to specific technical and non-technical audiences.
- Ability to prioritise and schedule workload in the face of conflicting demands.
- Structured and methodical approach to problem solving.
- Knowledge of email and email protocols, and of wired and wireless networking protocols.
- Knowledge of security solutions for the protection against and removal of viruses and malware.
- A willingness to adopt and champion new ways of working.
- A willingness to coach and train colleagues in your own areas of expertise.
Desktop Support role:
Fully conversant and proficient with:
Microsoft Windows operating systems
Microsoft Office 20xx and MS Outlook (Exchange) Client.
Active Directory and Exchange 20xx Environment.
Specialised knowledge and support experience in any of the following areas would be an advantage:
Mac OS 10.x, SCCM, and Desktop Applications e.g. Adobe Acrobat Professional. Active Directory User management, VB scripting, PC, printers and peripheral hardware, TCP/IP, DHCP and mobile devices (smartphones, tablets etc.)
Informal enquires to Nisar Yasin, email: firstname.lastname@example.org
Valuing excellence, sustaining investment
We value diversity at The University of Birmingham and welcome applications from all sections of the community’