IT/AV Support Technician
12 Months Temporary Assignment
Pay Rate - 15.77 - 16.48 Per Hour
Weekly Hours - 36.5 (Days Monday - Friday)
We are seeking technicians to provide support services to all customers of a university IT Group's services and products. This will be dealing directly with end user needs and issues, providing empathy and understanding, whilst also offering confidence and assurance that customers' needs and requirements can be met and solved quickly in a professional manner.
The main purpose of the role is to provide smart hands-on support across hardware and software platforms and products, escalating support to specialist teams were appropriate.
Duties and tasks will include:
Support AV solutions across various environments, including setup, implementation, and troubleshooting.
Actively assist during high-profile events, ensuring AV systems operate seamlessly and providing immediate technical support as needed.
Responding to escalated service requests with professionalism and timeliness
Communicating positively with users / customers, avoiding technical jargon
Solving technical challenges and providing resolutions to deal with end user issues.
Applying expertise to issues, implementing resolutions and escalation pathways for more complex problems
Documenting solutions clearly and accurately in a consistent manner
Ensuring confidentiality, integrity, and availability for data. Following information security and data management policies ensuring, least privilege and information assurance
Provide comprehensive technical support for hardware, software, and networking issues, including installation, configuration, and troubleshooting.
Deliver responsive, on-site assistance to staff during critical periods, offering expert advice, guidance, and timely issue resolution.
Collaborate with IT and AV partners, as well as external vendors, to implement and roll out new systems and services.
Advise on outdated or end-of-life hardware, software, and AV solutions, contributing to the planning and coordination of effective replacement strategies.
Role Requirements:
Good general level of Education or demonstrable experience working at user support level
ITIL Foundation
Experience of working in technical environments
Experience of providing technical workarounds or solutions to end users
Experience of using Microsoft based applications and software / general computing experience
Experience of using a service management tool for handling of requests and incidents such as ServiceNow, Topdesk etc
Previous experience of working effectively with teams, escalating and prioritising incidents and requests
Experience of supporting live events and working in a time sensitive environment (Desirable)
Experience of setting up and maintaining AV equipment of varying scope and scale (Desirable)
Strong communication skills, verbal and written
Attention to detail and accurate recording of actions performed and data gathered.
Analytical thinking to troubleshoot problems and issues with users
Willingness to embrace new technology to enhance end user support