IT Support Technician

(No agencies please)

The Department

The Clinical School Computing Service (CSCS) is a specialist IT department that provides IT services and support to over 3,000 staff, researchers and students at University of Cambridge Biomedical Campus and other sites that subscribe to our services, both remotely and in person. We are one of the largest IT providers in the University of Cambridge with 40+ staff, providing excellent opportunities to work with professional tools and enterprise systems.

The Vacancy

We have a vacancy for an IT Support Technician to join the team, in a permanent position.

The Role

The role sits within the Systems Support team, and responsibilities include:

• Responding to a broad range of service requests and incidents escalated from the Service Desk, within Service Levels.
• Capturing of requirements and then fulfilling requests by setting up/upgrading devices using the CSCS client/device management tools.
• Completing customer configuration and delivering device handovers, as well as offering guidance and individual training to customers on getting the best from their IT services.
• Providing 2nd line IT support for devices, including their connectivity, hardware, and software following agreed procedures and escalating to other teams in the department, if appropriate.
• Providing IT support as part of a team, for the high-quality audio-visual systems within the Clinical School.
• Assisting with the implementation of agreed remedies and preventative measures, as well as with the development of standards, processes, and documentation.
• Working on small, agreed projects.

The Person

You must be interested in working as part of a collaborative team, providing quality support in a complex but interesting environment.

To be successful, you should be able to demonstrate:

• Some experience setting up devices and troubleshooting with regards to Windows, although having macOS and/or Linux would be a bonus.
• Some experience with Active Directory, Office/Microsoft 365, printers, and networks.
• Excellent customer service skills.
• Good written and verbal communication skills, across various channels, eg. in person, over the phone/video & email etc.
• Be able to effectively manage your priorities, time, and workload.
• Have experience in providing IT support in a workplace environment.
• Enjoy helping people with their issues or requests and have a positive manner.
• Have a focus on continuous improvement, in terms of systems, services and yourself.

Further Details

We provide IT services from Monday to Friday between 8:30am & 5:00pm. The team share the responsibility of providing that support across shifts within that time, from our office on the Cambridge Biomedical Campus.

We provide excellent opportunities for career development, 28 days annual leave (plus public holidays), a generous pension scheme and a wide range of competitive benefits and services. Our staff also have access to internal University training, several online learning platforms as well as an allowance for external training courses.

Please note this is an office-based role and with no scope for remote working. If candidates are applying from outside the local area, they should confirm in their application that they will be able to work in the office full time.

Please ensure that you outline how you match the criteria for the post and why you are applying for this role on the online Application form.

Please include details of your referees, including email address and phone number, one of which must be your most recent line manager.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

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