Senior Technology Support Engineer

Start Date: ASAP

Job Purpose

University of Southampton Delhi is seeking an adaptable and dynamic technology engineer to provide onsite support at a university branch campus in New Delhi. The ideal candidate must possess excellent technical and interpersonal skills and act as the first point of contact for all IT support issues. This will be a fast-moving environment with a diverse range of stakeholder needs that need to be met. 

The role will be an extension of our current Global Technology support provision, and the ideal candidate will be expected to work collaboratively with our UK based Managed Serviced Provider (MSP). Adhering to agreed service principles and maintaining security and compliance is also a crucial part of the role.

A proven track record in delivering onsite support including within the computing labs is key and the candidate will be expected to collaborate regularly with Technology Support teams at the UK university. If you are passionate about technology support and can demonstrate a high degree of customer facing skills, we invite you to apply for this exciting opportunity.

Key accountabilities/primary responsibilities

Technology Support

• Experience of working to an ITIL framework in a service management capacity. Investigating and triaging incidents and service requests through gathering and analysing information to identify and resolve a range of technical incidents related to end user hardware & software, servers, storage and networking infrastructure with the objective of restoring normal service as quickly as possible.
• Recording IT incidents and service requests, ensuring all relevant details are captured in line with ITIL standards. Monitoring and tracking tickets, escalating where necessary to other resolver groups. Familiarity with ITSM tools such as Connect Wise, Service Now etc is required.
• Documenting solutions and workarounds for common issues to enhance the knowledge base. Creating and maintaining detailed documentation for troubleshooting procedures, configurations, and user guides.
• Ensuring all support activities comply with organisational policies and industry regulations, including security and data protection standards. Demonstrating knowledge and awareness of IT security best practices alongside proactively managing cyber security risks.
• Identifying technology changes that may be required and working with the MSP and UK university technology support teams to deliver changes safely and securely. Assisting with technology upgrades and projects when required.
• Liaising with 3rd party technology vendors and support providers where necessary to provide resolutions to incidents that involve externally provisioned services.

Person Specification

Qualifications, knowledge and experience

• Significant experience in an equivalent role. 
• Bachelor's degree in Computer Science, Information Technology, or a related field. (Desirable)
• Experience of working within a university or educational institution (Desirable)

Technical skills & abilities

• Excellent understanding of MS Azure Services including Azure Virtual Desktop.
• Excellent understanding of Windows 10 & 11 Operating System Support
• Excellent understating of the Microsoft Windows Server environment and the Azure Active Directory.
• Excellent knowledge of Microsoft 365(M365) Support for Email, SharePoint, OneDrive and Teams
• Excellent understanding of networking fundamentals i.e. TCP/IP, DNS, DHCP, VPN, Firewalls, Switches and Wireless Access points.
• Excellent understanding of Printer Management, proficient in configuring and administering Multi-Functional Devices.
• Excellent knowledge of Email and Web Filtering Systems.
• Proficient in PC and laptop hardware troubleshooting and support.
• Understanding of GDPR, Equality Act and other legislation relevant to education.
• Good understanding of AV systems to support in classroom screens, projectors, and audio systems. (Desirable)

Attitude & disposition    

• Highly presentable with excellent English language proficiency and communication skills (written and verbal).
• Can-do attitude, with a strong work ethic and ability to manage tight deadlines.
• Able to handle multiple competing priorities whilst possessing a high level of discipline and professionalism.
• Resourceful, pragmatic and flexible. Capacity to adapt to the changing demands of the job.
• Proven ability to work with a high level of accuracy and attention to detail. 

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities and may be subject to periodic revision. 

Oxford International is committed to safeguarding and promoting the welfare of children. Recruitment checks, including checks with past employees, are undertaken in accordance with our Recruitment and Selection policy. 

Oxford International is an equal opportunity employer. Every applicant and employee has the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. 

To apply, please click on the ‘Apply’ button above.