NOSCS Technical Support Officer
Role details
Job location
Tech stack
Job description
This is a varied and rewarding role that blends hands-on IT support with project coordination and specialist team collaboration. You will work closely with the support and technical teams to ensure continuity of service across a group of Oxford colleges, helping to balance day-to-day operational support with strategic IT initiatives. If you enjoy solving problems, supporting users, contributing to improvement projects, and working across teams, this role offers a unique opportunity to develop both your technical and project experience within a dynamic higher education environment. We welcome applications from individuals with a range of professional backgrounds. You may have developed your experience through higher education, industry roles, apprenticeships, certifications, or hands-on technical work., Project and Specialist Support Responsibilities
- Provide technical and logistical assistance to a small team of technical specialists on projects across the group of colleges.
- Support project planning, implementation, testing, documentation, and rollout.
- Coordinate suitable times with Senior IT Officers and technical specialists where projects may affect college services.
- Ensure appropriate follow-up and post-implementation support.
Cover Responsibilities - Senior IT Officers IT support and customer service
- Provide full desktop support and management for users with managed devices.
- Handle support requests through the service management tool - ensuring that requests are handled correctly, and the service delivered is to the highest standard.
- Provide support to members and guests of colleges in connecting their personal equipment to a college or University network.
- Where applicable, provide equipment procurement, maintenance and repair, training and advice.
- Actively engage with University bodies including central IT Services in relation to IT support issues.
Systems Administration and Infrastructure
- Maintain account and group policy information within Active Directory.
- Installation of core site licensed software, backup software, auto-updating antivirus software and operating system patches, either locally or remotely.
- Maintain knowledgebase articles relating to service desk support matters.
Endpoint Device Administration and Maintenance
- Deploy and maintain staff and computer room computers, operating systems and applications through local toolsets.
- Setup computers and peripherals for examinations.
- Plan and carry out IT inventory exercises ensuring that IT equipment data is regularly checked, maintained, and kept up to date.
Other
- Respond to security and copyright issues notified by the University, arising from use of the network; follow protocols and help with remediation of supported user devices.
- Arrange for the recycling or sale and collection of old equipment.
- Monitor service desk monitoring system for problems in the hosting college and ensure that all appropriate services are healthy.
- Deploy VoIP phones provided through the University.
- Represent the IT department at college operational meetings as required.
- Engage in relevant training and self-improvement, developing specialist skills and knowledge.
- Since this is an appointment within a field characterised by continual change, the duties would require ongoing review and adaptation.
Additional Responsibilities
- Act as a liaison between project teams and the IT Service Desk to ensure alignment of operational and project-based work.
- Create or contribute to project-related documentation and training for college users.
- Contribute to continuous improvement of IT service delivery and user experience.
- Assist in IT inventory tracking related to both support and project functions.
- Engage in relevant training and self-improvement, developing specialist skills and knowledge.
- Since this is an appointment within a field characterised by continual change, the duties would require ongoing review and adaptation.
Requirements
Do you have experience in vSphere?, We are looking for a collaborative and adaptable Technical Support Officer to join the NOSCS (North Oxford Shared College Service) IT Team., * Experience of delivering a high level of customer service.
- Strong problem-solving skills, with a track record of finding effective and innovative solutions to both technical and non-technical problems.
- A good understanding of networking concepts (for example, an understanding of the functionality provided by DHCP, DNS etc. to Windows computers; to diagnose common configuration problems on computers relating to these services).
- Sound knowledge and experience of supporting a range of IT applications, platforms and technologies.
- Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources.
- A record of working with Windows Active Directory and File and Print services.
- A basic working knowledge of Virtualisation technologies such as Microsoft Hyper-V or VMware vSphere.
- Experience of having supported users in the use of a variety of Microsoft 365 applications.
- Experience of developing professional and effective working relationships with customers and key stakeholders
- Experience of working effectively within a team and collaborating with others to achieve a goal.
- Good record keeping abilities, with the ability to log details of problems and solutions in a help desk system.
- Experience of writing procedural and/or support documentation.
- Ability to manage own time effectively and to be prompt and punctual.
- Ability to clearly and accurately communicate processes and procedures verbally and in writing
- Good standard of education to include BTEC or equivalent professional qualification.
- Prepared to work unusual hours on occasions in cases of operational necessity.
- Proven ability to balance daily support work with project responsibilities.
- Strong communication skills across technical and non-technical stakeholders.
- Demonstrated flexibility in adapting to changing priorities and working across sites.
- Experience supporting or coordinating technical projects or rollouts.
Desirable
- Delivery of IT support services within higher education institutions.
- Experience of working with network access control, network switches, VLANs and WiFi controllers.
- Knowledge and experience of best practice in customer service and/or IT service management.
- Experience of utilising knowledge management processes or tools.
- Experience collaborating with or supporting technical specialists or engineers.
- Understanding of project management concepts or tools.
Benefits & conditions
The salary will be £35,681 - £45,212 per annum (University Grade 6 including Oxford University Weighting) based on 36.5 hours per week.
Benefits of working for NOSCS include 38 days holiday (including bank/public holidays), the option to join a University pension scheme and one free meal whilst on duty and the kitchens are open.
