Technical Operations Engineer

Job summary

Provide first-line operational and technical support to IT users, primarily focusing on the installation, configuration, and maintenance of Windows and Mac laptops, desktops, mobile devices, MFDs, telephones, hardware, and audio visual/classroom equipment. Deliver exceptional support to students and staff through the ITS Service Desk, resolving issues while ensuring the integrity of systems and data. It is expected the post holder will hold a solid understanding of IT support in a high-pressure environment, with strong customer service skills, ideally in an educational setting.

Main responsibilities

• Install, configure, and maintain operating systems, networking, device drivers, security patches, web services, and printing services following institutional standards and best practices.
• Day-to-day support and troubleshooting of core software systems and applications packages in use by the business, staff, student population and visitors.
• Administration of student and staff user accounts; setting up users in the University identity management system assigning access rights, permissions and email accounts, password administration and printing administration.
• Provide problem diagnosis and resolution for a variety of hardware and software related issues. Escalate support issues to specialist technical staff as appropriate.
• Maintenance of the University’s hardware and software inventory of computer, Telecom’s equipment.
• To provide audio-visual support in classroom/teaching environment, working closely with our ITS audio-visual team.
• To provide a helpful, responsive, and courteous service to all users and to work in co-operation with all sections of ITS and of the University in furtherance of its corporate operational and strategic objectives.
• Escalate to relevant senior managers any problems that have the potential to significantly impact the operations and/or available functionality of the ITS based systems.
• Provide input to the Service Operations/ITS on ways to improve service quality, service levels and services offered.
• Maintenance and holding procedures for incident logging, reporting and generation of statistics; maintenance of knowledgebase articles.
• To ensure records of user contact provide a body of knowledge for the resolution of subsequent faults and problems (Frequently Asked Questions - FAQs).
• To ensure that documentation of the supported systems and software is available and in an appropriate form.
• Liaising with and escalating issues related to the VLE and other EdTech tools used by staff and students to the appropriate specialist teams when necessary.
• Actively seek to implement the University’s health and safety policy and give due regard to the health and safety of themselves and others when carrying out duties.
• Actively seek to implement the University’s equal opportunities policy and promote equality of opportunity in relation to the duties of the post.
• To undertake any other duties that may reasonably be requested appropriate to the grade and responsibilities of the post.

Please provide a current CV along with a cover letter/statement outlining why you are suitable for the role.

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