IT/AV Senior Support Technician - Hybrid Working (Office/Home)

IT Support - IT
Ref: 175 Date Posted: Friday 27 May 2022
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Our Scottish based client is looking for IT/AV Senior Support Technicians. Within Service Delivery, the IT/AV support team provides support and guidance to users’ managed computer and audio-visual environments, including installation of both standardised and bespoke operating system builds and on-going maintenance and fault finding, together with deployment and roll out of new developments. The team also support internal and external events and conferences, through the provision of filming services, including live streaming. 

*The employee’s working hours will normally be 36.25 hours per week, working any 5 days of the week (Monday-Sunday).

 

Precise days and daily times will be laid down by the IT/AV Manager or their appropriate delegate.  For the avoidance of doubt, the IT/AV Manager or their appropriate delegate has the right at any time to change the days/hours on which the employee works, to suit operational needs of the business, subject to provision of reasonable days’ notice.

 

Email your CV below. All suitable candidates will be contacted to arrange an in-person or video meeting.

Main purpose of the role

  • To provide technical support in the delivery of a responsive, customer focused 2nd line IT and AV support service.
  • Be responsible for the 2nd line support of a wide range of end user technologies, audio visual equipment, software applications and corporate systems as well as providing technical support for internal & external events and specialist teaching facilities.

Duties & Responsibilities

  1. Monitor the IT Service call management system for new incidents and service requests, processing based on priority and urgency.
  2. Responsible for providing second line support of a wide range of desktop, laptop, mobile, printing, audio-visual, audio/video conferencing, media and telephony technologies as well as standard software applications and corporate systems and services.
  3. Responsible for providing expert technical support for internal and external events and specialist teaching facilities.
  4. Responsible for efficiently and effectively resolving all IT/AV incidents and service requests assigned to the relevant team.
  5. Provide filming and live streaming support services for University events.
  6. Provide remote and in-person second line support for IT/AV equipment and multimedia technologies in Learning and Teaching spaces, with a focus on a fast, efficient resolution.
  7. Provide routine maintenance for all IT and AV equipment in Learning & Teaching spaces.
  8. Build, image and configure various PC and Mac hardware devices.
  9. Using remote monitoring tools, provide a proactive support service for AV and Printing systems.
  10. Support the effective delivery of client operating systems and various software applications for students and staff.
  11. Contribute significantly to ensuring service and operational level agreements, service standards and agreed customer satisfaction levels are achieved and where possible exceeded.
  12. Maintain a high degree of customer service for all support incidents & service requests and adhere to best practice IT Service Management principles.
  13. Promptly & appropriately escalate complex incidents which cannot be resolved to senior colleagues and/or third line support teams.
  14. Liaise, communicate, and collaborate with other colleagues within IT Services to provide a seamless customer journey.
  15. Participate in internal/external networks to identify best practice and be proactive in championing ideas that lead to improved service provision and customer satisfaction.

Essential Skills

•    Experience delivering support in an IT/AV environment

•    Experience of coordinating IT/AV installations or similar type projects

•    An interest and enthusiasm for IT/AV, with strong desire to help others solve problems

•    Good technical grounding or ability to quickly absorb and develop technical understanding of operating systems and applications

Desired Skills

  • Experience of AV programming
  • Experience of filming/editing and providing live streaming services
  • Experience supporting junior members of staff or apprentices