Role: ICT Technical Support Coordinator (2nd Level) Department: Digital Services Grade: 6 (£33,020 - £38,805) Responsible to: ICT Customer Support Officer Campus: Derry~Londonderry Reference: 038048 (Permanent / Full Time) - ABOUT US - We are a university with a national and international reputation for excellence, innovation and regional engagement, making a major contribution to the economic, social and cultural development of Northern Ireland. Our core business activities are teaching and learning, widening access to education, research and innovation, and technology and knowledge transfer. - THE ROLE - As an ICT Technical Support Coordinator, you will be responsible for delivering advanced 2nd-level technical support for staff, students, and visitors at your campus. The role will focus on ICT technical support tasks and continual review of IT and AV services provided to staff and students. A solid understanding of IT Service Management, proficiency in IT systems, and a strong knowledge of current computing technologies is required. You will manage incidents and service requests through our IT Service Management tool, ensuring efficient resolution, regular updates to customers, adept call management, and effective communication with multi-disciplinary teams to maintain high satisfaction. You will support IT readiness in teaching and meeting spaces through checks, health and safety compliance, preventative maintenance, and swift issue resolution. - ABOUT YOU - - Hold a bachelors degree (or equivalent Level 6 qualification) with substantial relevant ICT content. Or: - Can demonstrate experience relevant to an ICT Technical Support (2nd Level) environment. - Experience in providing 2nd-level ICT service request and incident management support. - Experience and proficiency in configuring and deploying hardware and software to a wide customer base, including portable devices. - Experience of working as a member of an ICT project deployment team. - Experience of AV/Media support (e.g. teaching support, events, or similar environments). Please find our employee benefits on our website. Ulster University holds a Silver Athena SWAN award in recognition of our commitment to advancing Gender equality in higher education. You can read more about what this means on our University website. The University has a range of initiatives to support a family friendly working environment, including flexible working. The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.