JOB DESCRIPTION

Post Title:End user IT Support Engineer

Salary Range:£17,346 - £19,338 per annum (Support Scale Grade 4)

Ref Number:VS62

Background to the Post

This role is primarily an end user IT and AV support position within the central Desktop Support Team at our Leamington Campus. There will be a requirement to provide telephone helpdesk support and to provide support in the evenings on a rota basis. There will be a need to occasionally deploy to other campuses to provide support at short notice. Thepost holder will be responsible to the Desktop Support Team Leader.

Main Tasks

  1. To carry out end user IT/AV support duties as directed.
  1. To assist College staff in the use of computing hardware, software and other equipment.
  1. To accurately add and update asset and log support call information on the relevant database.
  1. To ensure allocated support calls are resolved in a timely manner and professional manner.
  1. To ensure relevant staff/students are informed of the progress of your work where appropriate.
  1. To despatch, receipt and test equipment sent out of the College for modification or repair, and to maintain detailed records of these actions.
  1. To install, test, repair and service computer hardware or other equipment as required.
  1. To install and maintain software applications and update corresponding documentation.
  1. To undertake training as required.
  1. To work in a safe, efficient and effective manner with due regard to good working practice and Health and Safety at Work Regulations.
  1. Safeguard and promote the welfare of children and vulnerable adults for whom you are responsible and whom you come into contact with.

The list of duties is not exhaustive but outlines the main features of the post at appointment and may vary as the job evolves without affecting the nature of the duties or the responsibility level.

Hours of work

The hours of work are 37 hours per week, usually between 0830 and 1730. You will be required to work occasional evenings on a rota basis as required. Weekend working is unusual but may be necessary from time to time.

Annual Leave

The College offers a generous annual leave entitlement to support staff, commencing with 25 days rising to 28 days after 5 years service, per annum plus 12 statutory days (Public & bank Holidays) and College closure days for Christmas.

Place of work

The principal place of work will be the College’s premises based at Leamington Centre. However, the postholder may be required to work on either a temporary or an indefinite basis at any premises at which we may provide services.

Protection of Children and Young Persons (The Children’s Act 1989)

Any offers of appointment will be subject to a Disclosure and Barring Service check, a certificate of good conduct if applicable, plus receipt of satisfactory references, Occupational Health clearance, an understanding of safeguarding and qualifications verification.

PERSON SPECIFICATION

Physical Make-up

Ability to perform the tasks as described in the job description. If you have a disability you should not be discouraged from applying, since there are schemes available within the College which allow for the provision of special aids, premises to be adapted and other appropriate support provided. Ways in which these schemes might help in particular circumstances can be discussed with the HR/OD department when making your application.

How Measured
Attainments & Experience: / Application Form / Interview
Essential /
  • Minimum Qualification – a level 4 qualification in computing or related subject, or appropriate practical experience.
  • Experience in a customer facing role that demonstrates excellent customer service skills.
  • Working with software and hardware asset tracking database systems.
  • Extensive use of computers; both mobile and desktop and able to fault find hardware to a modular level.
  • Knowledge at the hardware level in maintenance of PCs/laptops/tablets and printers, including techniques and methods used in installing and removing hardware and software, and in testing and fault diagnosis.
  • Understands how to configure, install and maintain PCs/laptops/tablets, office applications such as Office 2010, email clients, and Microsoft Windows 7 operating system in a networked environment. An understanding of the principles of computer imaging and the remote management of equipment/software.
  • Understanding of the use of Windows files permissions, Group Policies and the Windows Registry.
  • A UK driving licence free of major endorsements and the use of a motor vehicle/or the ability to find alternative means of travel to attend business related activities that would satisfy the recruiting panel.
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Desirable /
  • Apple hardware and software support experience is highly desirable.
  • Experience in working on a helpdesk, logging calls and resolving issues to a predefined SLA is desirable.
  • Familiarity with the principles of networking in a corporate environment.
  • Enthusiasm for experimenting with new technology.
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Skills
  • Ability to communicate clearly, discretely, tactfully and effectively, in person or on the telephone, with students and staff at all levels and to appreciate the confidentiality of personal and management information.
  • Demonstrate a meticulous attention to detail in logging and updating information.
  • Ability to use initiative and meet tight deadlines.
  • Ability to problem solve, understanding when to ask questions and when to use own judgement to resolve issues.
  • Ability to work individually or as part of a team.
  • Ability to absorb, rapidly, new technical information as required.
  • Ability to use remote management tools, to support end users.
  • Ability to work flexible hours and to be prepared to work beyond normal working hours on occasions.
  • Demonstrate a systematic, disciplined and analytical approach to problem solving.
  • Ability to demonstrate an understanding and knowledge of safeguarding and promoting the welfare of children and vulnerable adults
  • Ability to demonstrate an understanding and knowledge of Equality & Diversity.
  • Ability to demonstrate behaviours which support the Core Values of the College.
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In addition to the requirements listed above, the following elements are intrinsic to the role and therefore it is essential that applicants are able to undertake work which involves:

  • Driving duties.
  • Significant use of computers.
  • Regular lifting, bending, prolonged standing.
  • Working at heights/ladders

Applications should be completed electronically via the College website () by the end of:

Friday 5th January 2014

When selecting applicants for short-listing, the panel will consider the requirements listed in the Person Specification above. You are, therefore, advised to ensure that your application addresses the issues raised by providing examples/evidence.

We are conscious of the time and effort spent on applications. We do thank you for your interest, and we will let you know whether or not your application is successful at shortlisting. Due to the number of applications the College receives we are unable to provide feedback for candidates who are unsuccessful at shortlisting.

The College regrets that it is unable to pay expenses incurred by attendance at interview.

End User IT Support Engineer