Overview
University of Sheffield Advanced Manufacturing Research Centre (AMRC and AMRC Training Centre) is seeking an IT/AV Technician to join its second line IT support team. The role provides second line IT and AV support to a diverse user base across multiple sites via helpdesk, phone, email, chat, and face‑to‑face.
Main Duties and Responsibilities
* Handle queries in person, via remote sessions, telephone, and email for all IT and AV systems.
* Represent the IT support team in discussions with customers, ensuring timely resolution and promoting best IT practices.
* Prioritise own workload, especially queries that significantly impact business.
* Escalate complex technical issues to specialists locally or at the University.
* Maintain a variety of general and specialist IT equipment and software.
* Support use of AV and conferencing technologies for internal and external stakeholders.
* Contribute to technical and security maintenance of devices and asset management via various platforms.
* Facilitate IT support drop‑in sessions across buildings.
* Procure new and replacement IT equipment, software and services.
* Support secure use and maintenance of the organisation’s Windows and Linux estate.
* Assist with high‑priority tasks, incidents or projects, including first line duties as directed.
* Stay updated with emerging technologies and best practices through self‑learning and training.
* Conduct user handovers and one‑to‑one training on new and existing equipment.
* Adhere to AMRC and University governance, architecture and information security best practices.
* Build relationships with IT, Architecture, Digital and University IT Services.
* Assist with updates and maintenance of existing IT platforms and introduction of new technologies.
* Travel across UK sites as necessary; holding a full driving licence is essential.
* Carry out other duties as required.
Person Specification
Abilities and experience required for this role:
* Working experience in a team providing efficient IT support in a busy, customer‑focused environment.
* 1st and 2nd line technical support experience within a large complex organisation.
* Knowledge of Microsoft Windows, MacOS, Android, iOS, Linux and other OS for deployment, imaging, fault finding, and resolution (primary focus on Windows).
* Up‑to‑date knowledge of Microsoft 365 and Google Workspace.
* Experience with meeting and conference technologies and audio‑visual installations.
* Understanding of software patch management and cyber security principles, including Cyber Essentials.
* Analytical problem‑solving skills with awareness of long‑term implications.
* Excellent customer service and communication skills, both written and verbal, across all staff levels.
* Compliance with mandatory training and University/AMRC policies (health & safety, information security, procurement, IT/electrical waste).
* Experience working with an incident management tool such as TOPdesk.
* Knowledge of mobile device and endpoint management technologies, OS imaging.
Desirable:
* Experience developing and maintaining a network of contacts and contributing to related communities of practice.
Further Information
Grade: 5
Salary: £27,319 – £31,236 per annum.
Work arrangement: Full‑time, 35h – Open‑ended – Hybrid, flexible options considered.
Line manager: Senior IT Technician – Team Lead
Direct reports: None
Benefits
* Minimum of 38 days annual leave, including bank holidays and closure days (pro rata), with purchasing option.
* Flexible and hybrid working opportunities.
* Generous pension scheme.
* Wide range of discounts and rewards (shopping, travel, eating out).
* Staff network programmes (Race Equality, LGBT+, Women’s and Parent’s networks).
* Recognition awards and developmental schemes, including technical career route.
* Family‑friendly policies: paid time off for parenting and caring emergencies, menopause support, fertility treatment support, and more.
Legal statements
We are a Disability Confident Employer. Applicants with a disability will be invited to take part in the next stage of the selection process.
This role requires a Government baseline personnel security standard (BPSS) check and a Security Clearance (SC) in accordance with UK National Security Vetting criteria.
Candidate must be able to work in the UK without restrictions under UK National Law.
#J-18808-Ljbffr