2nd Line IT Support Specialist

Location: Hughes Hall, Cambridge CB1 2EW

Probation Period: 6 months

Hours of Work: 37.5 hours per week

JOB PURPOSE

Assisting the IT Manager in overseeing and advancing the College's IT infrastructure, networks, and AV systems. Responsible for managing servers, applications, databases and IT security while providing expert service desk support and technical solutions. Evaluating new technologies and contributing to strategic IT planning.

Main Duties

• Network
  • Ensuring network standards are followed and documented.
  • Be able to troubleshoot connectivity issues.
  • Understand physical switching and patching alongside network segmentation.
  • Willingness to learn new technologies using self-learning and dedicated training techniques. 

• College IT systems and Services 

• Ensure all systems are updated routinely. Project manage system upgrades and data migrations.
• Continuously updating technical documentation, knowledge base articles, and training materials.
• knowledge of Microsoft Cloud Technologies (Office 365 and Azure)
• Willingness to learn other MS cloud-based technologies. 

• Service Desk
  • Provide remote and in-person service desk support to resolve technical issues for undergraduate and postgraduate students, college members, academic staff, and administrative personnel.
  • Assist the IT Manger in meeting SLA’s defined for the colleges ticketing system.
  • Identify quickly and escalate issues to vendors where necessary.
  • Train and support the Junior member/s of the IT Team.
  • Minimise service disruption, by occasionally working weekends to perform updates and maintenance.
  • Ability prioritise workload.

• • Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
  • Diagnosing and resolving escalated technical issues that could not be resolved by 1st and 2nd line support.
  • Providing expert-level guidance to junior support staff, assisting them with troubleshooting and problem-solving.
  • Evaluating and evolving the IT services, always using best practices.
  • Project manage system upgrades and data migrations. 

• Security and compliance
  • Conducting regular security assessments and audits to identify vulnerabilities and ensure compliance with industry standards.
  • Review and developing security policies and procedures to mitigate risks and ensure data confidentiality, integrity, and availability.
  • Experience in providing security awareness training and education to staff members to promote a culture of security awareness and compliance throughout the organisation.
  • Collaborate with IT Manager to address security concerns, remediate vulnerabilities, and implement best practices for maintaining a secure and compliant network environment. 

The above is not an exhaustive list of duties. The post-holder may be asked to take on different tasks as required, and all employees are expected to work collaboratively to support the overall work of the College.

The closing date for applications is Thursday 14th November 2024 at midday.

For more information about the role and the application process, please visit the College’s website at: https://www.hughes.cam.ac.uk/about/vacancies/

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