Support Technician
Job Purpose
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
Additional Key Requirements:
Communication
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.
Person Specification
- 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.
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.
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