Recruitment Role Profile Form
Job Title: Information Technology (IT) Support Technician
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: Permanent
Hours of Work: 36.25 hours per week Mon-Fri (hours to be negotiated)
Location: University Park 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) technology for the core business areas of research, teaching and administration across the University of Nottingham.
Main Responsibilities / % time per year1. / Participate in the Campus IT Support team, providing support and guidance to the schools/departments at first level (common IT issues), and second level (specialist knowledge, 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 feedback to line manager and the Schools based within the building to continuously assess/monitor the impact of the 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 e.g. username creation and administration, networked printing services.
Procure deploy and support IT and AV equipment (including PCs, servers and laptops), software and consumables in line with Information and Communications Technology Standards and IS strategy to meet School needs. / 65%
2. / Assist with the front line deployment of strategic file, print and e-mail services for local University sector and ensure a consistent quality of service e.g. username creation and administration, file store quotas, networked printing services, and local system backups. / 10%
3. / IT liaison between local University sector and specialist sections within Information Services.
Identify areas where specialist third level 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 issues and their resolution.
Assist other IT Support staff and provide cover when necessary to ensure a consistent quality of service for the whole University. / 5%
5. / Develop personal technical skills. Maintain a broad knowledge of all developments in the rapidly changing discipline of IT through study and experimentation. / 5%
6. / Ensure accurate completion of documentation, records and reports (e.g. Supportworks, inventory) to ensure quality information provision.
Maintain 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 / DesirableQualifications/ 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 MCSE, Comptia A+ etc.
Skills/Training / Troubleshooting and problem resolution skills developed in a work place environment - minimum 50 networked PCs/users - including:
· Microsoft Office Suite
· Windows desktop operating systems
· E-mail/e-messaging systems
· Use of WWW
Ability to communicate accurately and fluently at a very high level of English proficiency in both speech and writing to a diverse audience / Troubleshooting and problem resolution skills in:
o Microsoft Office 2007 onwards
o Windows server 2k series
o Active Directory
o Non-Windows operating systems (e.g. Linux / Unix / Macintosh OSX)
Knowledge of the principles of ITIL or work in an environment where ITIL has been adopted
Experience / Use, support and deployment of:
o Microsoft Office applications
o Other PC based applications
o E-mail/e-messaging systems
o Internet applications
o PC hardware
o Other IT hardware and peripherals
o Software installation and delivery tools
Providing face-to-face support to a wide range of users and abilities across all levels and areas of an organisation / Experience of:
· Server support / admin
· Virus detecting software
· Data Protection Issues
· Electrical safety checking procedures
· Imaging and cloning of PCs
· Health and Safety issues
· IT Security issues
· Virtual learning environments
Statutory/Legal / Not applicable / Not applicable
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/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 (please name) 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 75 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. Recent developments have seen the section move towards ‘zonal support’ 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 IT and AV requirements of administrative and teaching 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.
Structure:
There are nine groups working across campus zones, each being managed by at least one Campus IT Support Group Leader, with Team leaders 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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