THE UNIVERSITY OF NOTTINGHAM
Recruitment Role Profile Form

Job Title:Information Technology (IT) Support Technician (Evening support)

School/Department:Information Services (IS)

Salary:£17,210 - £20,400 per annum, depending on skills and experience. Salary progression beyond this scale is subject to performance

Job Family and Level:Technical Services Level 2

Contract Status:Temporary Fixed Term – 2 years

Hours of Work:36.25 hours per week Mon-Fri (13:00-21:15)

Location:To be confirmed (University Park or Jubilee Campus)

Purpose of the New Role:Working as a member of the Campus IT Support Section, the role holder will engage widely in supporting IT and Audio Visual (AV) technologyfor the core business areas of research, teaching and administration across the University of Nottingham.

This role has been created to provide extended AV and IT support during the evening hours. During the extended period (after 17:00), the role holder will be the primary source of support for predominantly AV/teaching room technology queries at their specified site, but will also be required to provide telephone support to other campus zones. The role requires an individual who can work autonomously outside of core workings hours and who is capable of adopting a proactive and effective approach to managing their own workload.

Main Responsibilities / % time per year
1. / Participate in the Campus IT Support team, providing support and guidance to the schools/departmentsat first level (common IT/AVissues), and second level (specialist knowledge, AV maintenance and support,PC installation,implementing IT solutions). Due to the distributed nature of the sector, local campus IT Support staff and staff from other teams are collaborated with on a regular basis.
Provide regular feedback to line manager and the Schools across the support areas to enable the continuous assessment/monitoring of the impact of services provided by the IT Support Team.
Make recommendations and suggest changes for service improvement in order to ensure a consistently high quality of service.
Procure deploy and supportAVand IT equipment (including PCs, laptops, lectern based AV systems, presentation technology, Video Conferencing), software and consumables in line with Information and Communications Technology Standards andIS strategy to meet Faculty and School needs. / 65%
2. / Assist with the front line deployment of core strategic services for local University sector including teaching and AV technologies, file, print and e-mail services and ensure a consistent high quality of service. / 10%
3. / Technical and procedural liaison between local University sector and specialist sections within Information Services.
Identify areas where specialist third level AV/IT support (strategic planning, consultancy & development) is needed for University sector and liaise with line manager to ensure these needs are addressed. / 10%
4. / Liaise with and discuss current issues with other IT Support teams to ensure and share best practice and to contribute to workload planning.
Regular team meetings with IS team to discuss current IT/AV issues and their resolution.
Assist other ITSupport staff and provide cover when necessary to ensure a consistent quality of service for the whole University. / 5%
5. / Develop personal technical and soft skills. Maintain a broad knowledge of all developments in the rapidly changing disciplines of IT/AV through study and experimentation. / 5%
6. / Ensure accurate completion of documentation, records and reports (e.g. Supportworks, inventory, weekly progress reports) to ensure quality information provision.
Maintain AV/IT inventories and provide feedback to inform budget and purchasing decisions.
Be responsible for the disposal of obsolete equipment in accordance with University policy. / 5%
7. / Any other duties appropriate to the role and level including some out of hours on-call support.

Knowledge, Skills, Qualifications & Experience

Essential / Desirable
Qualifications/ Education / Minimum of 2 A-levels in relevant subjects, or equivalent vocational qualifications (NVQ, City & Guilds) plus some experience in a relevant technical role
OR
Considerable work experience in a relevant technical role / Any industry standard qualifications including InfoComm, MCSE, Comptia A+ etc.
Skills/Training / Troubleshooting and problem resolution skills developed in a work place environment - minimum of 50 networked PCs/users - including:
  • Audio Visual technologies
  • Microsoft Office Suite
  • Current Windows desktop operating systems
  • E-mail/calendaring and e-messaging systems
  • Web based applications
  • Basic networking technologies
  • PC hardware
Maintaining and supporting AV and presentation systems.
Software installation, imaging/cloning PCs and deployment tools
Ability to communicate accurately and fluently at a very high level of English proficiency in both speech and writing to a diverse audience
Ability to work independently / Troubleshooting and problem resolution skills in:
  • AV control systems (Extron, AMX, Kramer)
  • Video Conference systems
  • Microsoft Office 2010 onwards
  • Security technologies
  • Active Directory
  • Non-Windows operating systems (e.g. Linux / Unix / Macintosh OSX)
  • Mobile device hardware and software
Knowledge of the principles of ITIL or work in an environment where ITIL has been adopted
Experience /
  • Proven track record of delivering excellent Customer Service standards
  • Evidence of ‘in person’ support to a high standard in an AV and/or IT workplace environment
  • A proven track record of troubleshooting and problem resolution skills in a workplace environment
  • Experience of working both within a team environment and independently, and whilst under pressure to deliver solutions
  • Experience of delivering end user guidance and/or training
  • Knowledge of ITIL principles
/
  • Supporting video conference systems
  • Project management principles
  • Application of ITIL principles in a workplace environment
  • Data Protection principles

Personal attributes /
  • Ability to work independently and as part of a team
  • A broad interest in AV and IT technologies
  • Confident, professional and a polite manner
  • Enthusiastic and reliable
  • Excellent communication skills
  • Ability to work under pressure
  • Accuracy and attention to detail
  • A keenness to develop technical skills across different disciplines
/
  • A valid UK driving licence

Decision Making

i)taken independently by the role holder

  • Day-to-day decisions for constant improvement of work practices and procedures in own work area.
  • Prioritise requests from my University sector for IT support.
  • Advising University staff on specifications for new PCs, IT or AV equipment.
  • Proactively offer IT/AV/IS advice and support to my University sector.
  • Discretionary technical decisions for local IT solutions and interpretation of the University IS Strategy, however this is not standard practice and due to the diverse nature of IT delivery it is preferred to work in collaboration with others.
  • Purchases of equipment that is the current standard and for which a budget has been allocated.

ii)taken in collaboration with others

  • Project development decisions relating to IT solutions in my University sector.

iii)referred to the appropriate line manager by the role holder

  • Decisions with financial or political consequences to the University.
  • Complex or critical IT support issues.
  • Cases of IT/Network abuse.
  • Strategic advice to my University sector.
  • Local technical IT solutions that may have wider resource implications for Information Services or elsewhere in the University.

Additional Information

The Campus IT Support Section forms part of the Global IT Service Delivery directorate within Information Services and has approximately 75members of staff. The section provides a distributed technical IT and AV support service for the University community, on all UK campuses, aligned with University and IS Strategies. The section provides this support via a ‘zonal support model’ whereby each support team provides IT & AV support to all users within an identified zone. However, support can also be regularly provided to other zones where particular expertise or resilience is a requirement.
Staff in the section also liaise between Schools and specialist sections within IS, discuss and agree with senior School management their own IT strategy and its implementation, and agree wide-reaching technical solutions to meet IT and AV requirements in Schools.
Therefore these support staff play a key role in ensuring that the AV and IT requirements of teaching, research and administrative activities across the university are met. The post holder will be assigned a regular office location but may be required to work at various supported sites within the University. There may also be a requirement for additional out of hour’s work for which additional payments may be made accordingly.
The role holder is one of two posts within the Campus IT Support Section that provide support into the evening to meet the increasing teaching and learning activities that occur beyond 17:00.
Structure:
There are nine groups working across the campus zones, each being managed by at least one Campus IT Support Group Leader, with a Team leader overseeing the work of the Group Leaders. The zones are:
• University Park South (covering approx. 1/3 of University Park)
• University Park North (covering approx. 1/3 of University Park)
• University Park West (covering approx. 1/3 of University Park)
• Queen’s Medical Centre Campus
• Royal Derby Hospital Campus
• Nottingham City Hospital Campus
•Sutton Bonington Campus
• Jubilee Campus
• King’s Meadow Campus
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