Onsite IT Support Technician

The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

Day-To-Day Responsibilities:

In-Person Technical Support (65%)

• Provide face-to-face technical support on campus for faculty, staff, and students.
• Troubleshoot hardware, software, connectivity, and account access issues
• Perform device diagnostics, maintenance, and repairs for university-owned equipmen
• Assist with setup and configuration of devices, applications, and university systems
• Provide user guidance on university technology resources and services in a professional and customer-focused manner.
• Create and maintain support documentation, knowledge base articles, and troubleshooting guides in the appropriate tracking and incident management systems
• Collaborate with management, Global Helpdesk, and technical teams to ensure efficient issue resolution.
• Coordinate with other ITS departments for issue resolution
• Monitor and escalate complex issues to Client Support Leads or specialized technical teams

Knowledge Management and Face-to-face Process Improvement (20%)

• Update knowledge base articles for common issues and solutions
• Develop self-help resources and user guides for clients
• Identify recurring issues and suggest process improvements
• Contribute to the maintenance of technical documentation
• Maintain accurate records of technology equipment within asset management systems

In-person Technology Training and Outreach (10%)

• Conduct one-on-one and small group training sessions on university technologies
• Develop and nurture relationships with the university community to encourage technology adoption
• Promote awareness of Tech Bar services and self-service resources
• Participate in technology outreach events and initiatives

Professional Development and Collaboration (5%)

• Stay current on emerging technologies and best practices
• Participate in training to maintain and enhance technical skills
• Documenting technical solutions and updating knowledge bases

Items to Consider:

• AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements, * Windows 10/11 (imaging, troubleshooting, Group Policy basic and etc.)
• macOS (basic troubleshooting, Apple device management awareness and etc.)
• Device enrolment and Decommissioning.

Identity & Access Management

• Active Directory (Account Creation, password resets, account lockouts, group membership and etc.)
• MFA troubleshooting (Microsoft Authenticator, Duo, etc.)
• Basic understanding of SSO issues.

M365 Suite

• Outlook (profile issues, mailbox troubleshooting, calendar sharing and etc.)
• Teams, SharePoint, OneDrive (sync issues, Group Management, permissions and etc.)

Endpoint Management (MDM/RMM)

• Knowledge of tools like Intune, JAMF and Ninja One (enrolling devices, pushing policies, remote troubleshooting and etc.)
• Basic patch management awareness (Windows Update, macOS updates, and Third-party application )

Networking Fundamentals

• Wired/Wireless connectivity troubleshooting (Wi-Fi, VPN client issues and etc.)
• Basic understanding of DNS/DHCP for troubleshooting (not administering)
• Printers (Papercut) & network device setup and troubleshooting

Asset Management

• Add, maintain and retire asset from the Fleet.
• Keep asset Records up to date at all time.

Cybersecurity Awareness

• Working understanding of cybersecurity best practices of phishing awareness, endpoint protection status checks, and secure handling of user data and access requests
• Awareness of compliance frameworks such as Cyber Essentials and Cyber Essentials Plus, and their practical implications for endpoint and access management

• Effectively communicate with employees, customers and colleagues
• Demonstrated problem-solving abilities and analytical skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Collaborate with team members to share knowledge and expertise
• Ability to use hand and power tools in a safe and efficient manner
• Ability to work and think independently and ensuring to meet deadlines

Preferred Qualifications:

• Good knowledge with HandsOn experience of RMMs and MDM Tools
• Basic scripting/automation exposure (PowerShell for Windows, bash for macOS)
• Minimum 2 years of hands-on experience in L1/L2 support.
• Experience in higher education IT environments a plus

As we have already mentioned, AVI-SPL are the global leaders when it comes to universal communications, and we make sure our work environment matches our status. The business treats all their employees as individuals and makes sure we all have definitive goals and career paths to help us maximize their ability. Along with this we also offer:

• Private Healthcare with Vitality
• Dental Insurance
• Access to Employee Assistance and Wellbeing Support
• Mental Health Support through the above
• Access to discounted Gym memberships
• Increased holiday with service
• Access to numerous online learning resources
• AVIXA membership for industry learning
• Access to online retail discount platform
• Discounted products through our recognised partners
• Cycle to work scheme
• Season ticket loans
• Generous Referral scheme

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward., Our commitment to diversity is simple: we provide connection, opportunity, and a voice to everyone, from every background. WE Thrive Together: WE appreciate the visible and invisible qualities that make you who you are. Our diversity makes us better humans and better employees and makes AVI-SPL a better business.