IT Technician

The IT Team develops, operates and maintains services including internet connectivity, Wi-Fi printing, software, over 350 managed desktops (Linux and Windows), bespoke software applications (including software to support mathematics examinations), user helpdesk services, AV systems, storage, high performance computing, specialist scientific computing support and website management., The Faculty of Mathematics is seeking to appoint an IT Technician to provide IT support services to the Faculty. The successful candidate's duties are to:

• Provide customer service support, acting as a routine contact for requests for support and responding to a range of service requests.

• Provide second line investigation, aid diagnosis and support others to promptly track, monitor, report, resolve or escalate issues.

• Liaise between the internal first-line and second-line support teams as well as with the University's central Information Services.

• Investigate problems in systems, processes and services and assist with the implementation of IT projects.

• Perform system management and maintenance by installing or removing hardware and/ or software using standard installation procedures and tools.

• Maintain the printer fleet, utilising the University's print environment.

• Conduct tests and report malfunctions, documenting results in accordance with agreed procedures, as well as gathering data and supporting investigations of problems and faults relating to the installation of hardware and/ or software.

• Provide network support by identifying and resolving network problems following agreed procedures. Using network management software and tools to collect agreed performance statistics and carrying out agreed network maintenance tasks.

• Perform database management by using database system software and tools to collect agreed performance statistics.

The ideal candidate will join us with:

• experience working in a customer-facing role in IT
• ability to communicate effectively orally and in writing
• ability to manage and prioritise your own tasks
• confidence and tact in dealing with people at all levels
• ability to work on your own initiative and within a team
• ability to follow processes and procedures
• demonstrable experience of working in a Windows & Linux environment
• at least three of the following: basic knowledge of IT networking; Windows system administration; Linux system administration, Scripting, Ansible configuration management, managing virtual machines, writing user facing documentation; supporting people in an academic environment; experience of troubleshooting IT hardware and software
• ability to respond to requests for support via email, virtual meetings, over the phone and in person
• keen appetite for learning and supporting new technologies and embracing change.
• education to HNC/ HND level 4/5 vocational qualifications or equivalent level of practical experience

We encourage our team to develop relevant skills through training in agreement with the line manager.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK. The University is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/ or salary requirements.