IT and AV Support Technician (2nd Line)

University of Bath; Bath; On-site; GBP 26,000 - 30,000; Full time

Job description

About the role

This is a great opportunity for you to develop your IT and Audio Visual (AV) career. If you have a background in or a passion for technology, we'd love to hear from you.

You'd be joining our small, experienced standard support team in a 2nd line support role working in a fast-paced environment where you will gain experience and exposure to a variety of challenges and problems that will build your expertise.

You will work with the team to provide an outstanding IT and AV service to both our students and staff. No two days will be the same, providing help and advice in person, via telephone and remote support as well as through our ticket management system (TOPdesk).

You will play a key part in creating an exceptional IT and AV infrastructure in our world-leading research and teaching focused university.

As part of our supportive team of 11 second line analysts, you will be supporting administrative, teaching, and learning activities across the university.

Your key activities will include:

1. Rectifying faults and providing advice on a wide range of hardware including audio visual equipment, operating systems, and software.
2. Investigating and providing basic hardware and audio visual repairs.
3. Assisting with the build and deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms, and offices as needed.
4. Helping to develop our knowledge base and self-help guides.
5. Working on projects/small works as required and as staff resource allows.

This role is offered on a full-time (36.5 hours per week) permanent basis.

For an informal discussion about this role, please contact Sherilyn Elmes, Principal Service Manager (Standard Support) at [e-mail] or Ed Hook, Service Manager (2nd Line/Operations in Standard Support) at [e-mail].

The role title 'IT and AV Support Technician (2nd Line)' is for advertising purposes only. Once appointed, the role will be 'Service Analyst (2nd Line Standard Support)'.

Our ideal candidate

You will be interested in developing your career within IT and AV and enjoy problem-solving software and hardware issues as well as getting hands-on in delivering great support.

You will also have:

1. Great customer service skills with the ability to communicate with a wide range of people.
2. Understanding of one or multiple operating systems e.g., Windows, MacOS, mobile platforms, and/or Audio Visual equipment through study, personal interest, or work.
3. Experience using a variety of common Office software.
4. Ideally some experience of basic hardware repairs.
5. Self-motivated and able to work alone, in a team, or with peers.
6. Excellent interpersonal skills.
7. Enjoy working in a customer-facing fast-paced environment and be able to multitask and prioritise effectively.

What we offer you:

We consider ourselves to be a university where difference is celebrated, respected, and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality, receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on the university.

We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment.

Salary: £26,338 to £29,959. Grade 5