Support Technician

We are looking for someone to cover 2 weeks work from 1st - 12th October 2018 based onsite at Birmingham City University, University House (near to Millennium Point). Job Purpose -

. Conduct tests and corrects issues with content on our BCU Virtual Learning Environment - Moodle. . Document results in accordance with agreed procedures. . Assist with the evaluation of change requests for correcting content, links to videos, web links to other websites. . Receive and handle requests for support with content corrections, web links, insuring videos, backing up content on Moodle following agreed procedures. . Respond to common requests for support by providing information to enable resolution . Maintain records and advise relevant persons of actions taken.

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. 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.

4. 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.

5. Following agreed procedures, receive and handle requests for support, provide information to enable problem resolution and promptly allocate unresolved calls as appropriate. We are looking for someone who communicates well and can work to deadlines. You should be someone who uses minor discretion in resolving problems and contributes to routine problem resolution.