Senior IT Engineer

Senior IT Engineer

ISS - Information Systems Services
Salary: £30,505 - £36,924 (Grade 6)
Closing Date: Sunday 20^th October 2024 at 6pm
Interview Date: W/C 21^st October 2024

The Opportunity

The Senior IT Engineer role is responsible for supervising the day to day operations of a busy IT Team supporting end users devices, teaching spaces and University events. The role is fast paced and varied working in a team of six, the candidate will have a passion for technology and experience in delivering exceptional service to users.

Major Duties:

• Identification of commonly encountered user problems and work with ISS colleagues to address these at source.
• Supporting the day-to-day operation of the ISS Service Desk, so that staff and student requests and reported issues are dealt with in a timely manner, whether via online Service Desk systems, phone or in person.
• To maintain and develop expertise in IT services, including the current version of Microsoft Windows and Office, and to providing advice and guidance to staff and students on the use of IT or AV equipment, PC software and desktop services – this may involve supporting individuals online or in person, or supporting small groups in a department or teaching space.
• Ensuring that urgent issues, such as support for lectures, examinations etc. are prioritized appropriately.
• Dealing with issues that have been escalated by IT Engineers or Service Desk colleagues, including updating Service Desk information sources, and finding and documenting solutions to known problems.
• Supporting the continued improvement of ISS Service Desk and IT Service processes in line with ISS procedures, policies and approved ways of working.
• Supporting the delivery, installation and maintenance of IT and audio-visual hardware and software, including diagnosing and resolving faults and escalating to specialist teams across ISS when necessary.

Required experience, skills & abilities :

1. Level 3 qualification, equivalent to at least 2 ‘A’ levels in an IT or related discipline, or equivalent professional certification or equivalent experience (Essential)
2. An in-depth understanding of IT and AV systems as used in a higher education context (Essential)
3. Experience and in-depth knowledge of PC platforms, including Windows operating systems and Microsoft applications such as Office 365 (Essential)
4. Experience of supporting Audio Visual equipment including hybrid teaching equipment and software (Essential)
5. Experience of working in a team-based IT support environment, the application of ITIL processes and of supporting colleagues in similar roles (Essential)
6. Demonstrate logical and systematic problem-solving skills with the ability to work both independently and in a team environment (Essential)
7. Ability to work and communicate professionally and effectively with staff at all levels of seniority and technical proficiency (Essential)
8. Ability to empathise with IT users, their challenges and issues (Essential)
9. Experience of supporting Apple devices and deployment in a multiuser environment (Desirable)
10. Knowledge and operation of MDM (Mobile Device Management) technologies such as Jamf and Intune (Desirable)
11. Proven track record of personal development in the IT/AV discipline (Essential)
12. Experience of working in a customer-facing IT support role, dealing with customers both face to face or online, with a focus on providing an excellent customer experience (Essential)

If interested, apply now and submit your CV alongside a coversheet (Coversheet optional, up to a maximum of two A4 pages.)

We promote equality of opportunity and diversity within the workplace and welcome applications from all sections of the community.