IT/AV Technician

University of Sheffield; Sheffield; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Hybrid working opportunities

Generous pension scheme

Staff discounts

Job summary

The University of Sheffield Advanced Manufacturing Research Centre (AMRC and AMRC Training Centre) seeks a technically capable IT/AV Technician to join the 8‑person second line team. You will provide second line IT and AV support to a diverse user base via Topdesk, phone, email, and in-person, including remote support to Wales, Preston and Derby sites.

You’ll assist with procurement, asset management and AV infrastructure.

Qualifications

• Experience of working in a team providing an effective and efficient IT Support service in a busy customer focused environment.
• Supporting knowledge of Microsoft Windows, MacOS, Android, iOS, Linux for client deployment, imaging, fault finding and fault resolution (Windows focus).
• Up-to-date knowledge of Microsoft 365 and Google Workspace, audio-visual installations of a complex nature, and conference technologies.
• Solid understanding of software patch management and cyber security principles (Cyber Essentials+).
• Excellent customer service and communication skills with academic, research and technical staff.
• Experience with incident management tools such as TOPdesk.
• Knowledge of Mobile Device and Endpoint Management technologies and OS imaging.
• Experience developing and maintaining networks of contacts and communities of practice.

Responsibilities

• Handle a range of queries in person, via remote sessions, telephone and email for IT and AV systems.
• Represent the IT support team in discussions with customers about potential work and timely resolutions.
• Prioritise workload, escalating complex issues to specialists as needed.
• Maintain and procure IT hardware, software and services for the organisation.
• Support Windows and Linux estates and contribute to security maintenance of devices.
• Support IT team with regular drop-in sessions across AMRC buildings.
• Travel across the UK sites to support AMRC operations when required.

Skills

Windows

MacOS

Android

iOS

Linux

TOPdesk

Customer service

Procurement

Tools

TOPdesk

Job description

The University of Sheffield Advanced Manufacturing Research Centre (consisting; AMRC and AMRC Training Centre) are seeking a highly technical, hardworking, and proactive IT/AV Technician to join our well regarded IT support team. Our new IT/AV Technician will provide second line IT and AV Support and advice to a diverse user base via our helpdesk tool (Topdesk), phone, self-service, email, chat and face-to-face. You will join our 8 person second line team, providing a responsive and friendly technical support service to all AMRC staff - including remote support to our larger sites in Wales, Preston and Derby. Working across the IT team you will raise and progress issues and build your awareness of the team's activities, processes and skills whilst escalating where necessary. You will also specify and procure a wide variety of standard and specialist IT hardware, software and services for the IT team and wider business.

• In supporting AMRC and the AMRC Training Centre you will handle a range of queries in person, via remote sessions, telephone and email for all IT and AV systems.
• Represent the IT support team in discussions with customers regarding potential work, with a focus on timely resolution to problems whilst promoting good IT working practices.
• Ability to prioritise own workload, especially queries that have significant business impact.
• Escalate complex technical issues to specialists locally or at the University as appropriate.
• Use, monitor, and assist with the maintenance of a variety of general and specialist IT equipment, software and services in order to meet the requirements of the organisation.
• Understand the complexities of, and use cases of AV and conferencing technologies whilst supporting use with both internal and external stakeholders.
• Contribute to the technical and security maintenance of devices (laptops, desktops, tablets, mobile phones and peripherals) and asset management through various platforms.
• Facilitate the regular IT support 'drop in sessions' the team run in buildings across the group
• Carry out the procurement of new and replacement IT equipment, software and services.
• Support the secure use and maintenance of the organisation's Windows and Linux estate.
• Contribute as required to high priority tasks, incidents or projects - be flexible in covering first and second line duties as directed by your line manager.
• Stay updated with emerging technologies, tools, and best practices in the field of IT Support through self-learning and training opportunities.
• Conduct user handovers and limited one-to-one training on new and existing equipment.
• Carry out all duties with an understanding of AMRC, University of Sheffield and industry governance, architectural and information security best practices and frameworks seeking support from AMRC and University subject matter experts as required.
• Establish good relationships across IT, Architecture, Digital and University IT Services.
• Support the IT team as necessary with updates and maintenance of existing IT platforms or the introduction of new technologies - support pilots, testing and adoption.
• While supporting AMRC sites across the UK, there will be occasions when travel will be required. A full driving licence is therefore essential for this role. Suitable travel and accommodation provisions will be provided where applicable.
• Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement.

Criteria Essential or desirable Stage(s) assessed at Experience of working in a team providing an effective and efficient IT Support service in a busy customer focused environment.

Supporting knowledge of Microsoft Windows, MacOS, Android, iOS, Linux and other OS's for client deployment, imaging, fault finding and fault resolution. (Primary focus on Windows) Essential Application & Interview

An up-to-date knowledge of the apps and services of Microsoft 365 and Google Workspace, Good working knowledge of meeting and conference technologies, along with audio-visual installations of a complex nature or at high profile events., A solid understanding of software patch management and cyber security principles - including an awareness of Cyber Essentials +, Effective customer service and communication skills, both written and verbal, with the ability to communicate to academic, research and technical staff at all levels within the organisation., Experience working with an incident Management tool, such as TOPdesk., Working knowledge of market leading Mobile Device and Endpoint Management technologies including an understanding of OS imaging., Experience of developing and maintaining a network of contacts, particularly contributing to related communities of practice.

The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university. We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.

Benefits

• Flexible working opportunities, including hybrid working for some roles.
• Generous pension scheme.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women's and Parent's networks).
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes; integrated with our Technical Career Route.
• A range of generous family-friendly policies
• paid time off for parenting and caring emergencies
• support for those going through the menopause
• paid time off and support for fertility treatment
• and more

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

Baseline personnel security standard & Security Clearance This role requires the postholder to undertake a (BPSS) check and obtain . You will need to obtain and maintain the necessary security clearance for the role. This is usually only available to British citizens who have been living in the UK for the past 5 years. We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision ( ) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.