University of Bristol Hiring for IT Support Officer Job at Bristol, England Full Time

The role

This is an exciting opportunity for an IT Support Officer to work as part of a Faculty IT Support (FITS) Team within our Support group.

You will report to the FITS Team Manager and will be responsible for improving first and second line technical support. This will include liaising with colleagues in other teams within IT Services as well as other Divisions of Professional Services.

This role will initially be based in the FITS Team that provide support to the Professional Services Division, the Faculties of Arts; and Social Sciences and Law. Over time you may be asked to work permanently or temporarily to cover the other areas of support required of the team, or within other teams in the Support Group.

What will you be doing?

As an IT Support Officer, you will need to:

• Perform hardware/software fault diagnosis and resolution.
• Place orders and liaise with suppliers.
• Coordinate equipment moves.
• Build new devices and issue to users – Windows, macOS, Linux, mobile platforms.
• Liaise with more senior members of the team and other teams within IT Services.
• Be responsible for lifecycle management of devices in the assigned areas, including arranging orders for new stock, redeployment of devices within the University and coordinating equipment disposal via standard processes.
• You should have good experience of a variety of platforms and their interoperability, including Windows, Linux and macOS, and hardware in different configurations, e.g. end-user workstations, single-purpose devices, etc.
• The post may require supervision of daily work for junior members of the team, such as h/w replacement cycles for a faculty/school/building.
• Ensure the Faculty IT Support Team works with the Service Desk and 3rd Line Support teams to enhance and improve the services that underpin research and teaching activities.
• Work under broad direction, being fully accountable for own work.
• Develop and maintain technical service/solution documentation as used by members of the Faculty IT Teams, the Service Desk and 3rd Line Support teams, as well as user facing documentation.
• Act as a Technical Service Manager for one or more services.
• Contribute to 3rd line support for incidents/issues reported to IT Services, ensuring swift resolution and undertaking any remedial follow up activities.
• Be an advocate for user needs, whilst being prepared to constructively challenge wants expressed as needs.
• Maintain a culture of continuous improvement to enhance service delivery within the team.
• Work with the other IT teams to ensure services are delivered consistently across all areas of the Support group, contributing to developing policy and standard processes as and when necessary.

You should apply if

You are a highly motivated and experienced second line desktop support technician/engineer. Well versed in Incident Management, with excellent Customer Management skills and comfortable handling multiple Service Request simultaneously. You should have excellent problem-solving skills with a wealth of experience supporting a mixture of Hardware and Software vendors and platforms (e.g. Dell, Apple, Windows, macOS and many applications).

Additional information

Contract type: Fixed Term, until 31/10/2022 in the initial instance

This advert will close at 23:59 GMT on 10/04/2022

Interviews will be held on 25/04/2022

For any informal enquires please contact Geoff Rickard, [email protected]

We welcome applications from all members of our community and are particularly encouraging those from diverse groups, such as members of the LGBT+ and BAME communities, to join us.

Available documents

• Further Particulars (IT Support).pdf
• SUPP108418 IT Support Officer Job Description.pdf