Support Technician

Birmingham, West Midlands
Up to £10.92 per hour
08 Mar 2018
20 Mar 2018
Manpower UK
Job Type
Purpose of the role
Install or remove hardware and/or software, and associated connections, using supplied installation instructions and tools. Conduct tests and corrects malfunctions, calling on help from more experienced colleagues if required. Document results in accordance with agreed procedures. Assist with the evaluation of change requests. Contribute as required, to investigations of problems and faults concerning the installation of hardware and/or software and confirms the correct working of installations.

Receive and handle requests for support following agreed procedures. Respond to common requests for support by providing information to enable resolution and promptly allocate unresolved calls as appropriate. Maintain records and advise relevant persons of actions taken.

Main activities and responsibilities
1.Respond to instructions or following agreed plans, install or remove hardware and/or software, using supplied installation instructions and tools; follow agreed procedures, including those for wiring work. Take defined action on simple problems, confirm correct functionality of hardware and software installations and advise supervisor and, if appropriate, users.
2.Conduct tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Correct malfunctions, calling on help from more experienced colleagues if required. Document results in accordance with agreed procedures.
3.Carry out routine collection of information and record as directed. Report and escalate unforeseen or exceptional events.
4.Document all work to comply with the standards, including reporting details of all hardware/software items that have been installed and removed so that configuration management records can be updated.
5.Within skills and experience, provide assistance to users. Request assistance, according to escalation procedures, keeping records of each request, contact information and action taken, including feedback to user.
6.Assist with more complex installations; evaluate change requests and work with allied functions.
7.Following agreed procedures, receive and handle requests for information, and provide routine advice to users on systems, products and services which are available to them.
8.Following agreed procedures, receive and handle requests for support, provide information to enable problem resolution and promptly allocate unresolved calls as appropriate.
9.Provide an effective interface between users and service providers, including documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
10.Assist users to make more effective use of desk-top systems, products and services, making initial diagnosis of incidents and advising known solutions where applicable.
11.For all products, services and systems within own area of responsibility, demonstrate, install, and commission desk-top systems and their routine upgrades. Provide information on updates, known errors, changes in availability, new facilities, etc.

Has sufficient communication skills for effective dialogue with customers, suppliers and partners.

Collaborative working
Interacts with and may influence immediate colleagues. Works as a team.
May have some external contact with customers, suppliers and partners. May have more influence in own domain.

Initiative, problem solving and decision making
Works under routine direction. Uses minor discretion in resolving problems or enquiries. Works without frequent reference to others.
Performs a range of varied work activities in a variety of structured environments. Contributes to routine problem resolution.
Understands and uses appropriate methods, tools and applications. Demonstrates a rational and organised approach to work.
Identifies and negotiates own development opportunities. Is able to plan, schedule and monitor own work within short time horizons. Absorbs technical information when it is presented systematically and applies it effectively.

Work Environment
Be aware of the risks in the workplace and potential impact on own work and that of others.
*Educated to A level, International Baccalaureate or equivalent standard
*Working towards a professional qualification such as ITIL ® Foundation in IT Service Management

Able to demonstrate familiarity with:
*Specific standards associated with the IT practitioner's current role for example: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL, eTOM, TickIT, CMMI.
*Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organisation.
*Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.
*The knowledge and ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them.
*The use of everyday desktop software for example: word processing, spreadsheets, graphics.
*Methods and techniques for reporting progress and financial conformance against an agreed plan.

Special requirements
Able to undertake duties at different premises including any University campus as required.

IT Services provides services across extended hours. A variety of shift patterns, duty management rotas and on-call arrangements will be applicable.

Working Hours and times to be agreed.
Current end date 29th March (this could potentially be moved back)

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