Senior IT Support Engineer

2 months ago

High Wycombe, United Kingdom Reed Full time

**Main Duties & Responsibilities of the role**:

- To develop and maintain expert support to staff and students for end user hardware (e.g. desktops, laptops, mobile data devices, audio visual devices, MFDs and peripherals), system operating software (e.g. Windows and Mac) and their connection to the network,diagnosing and resolving issues in response to logged incidents and requests.
- To provide support to staff and end users for specific IT (hardware and software) and technical simulation equipment used, resolving logged incidents and requests within agreed service levels.
- To work closely and proactively with staff to ensure that the IT and technical simulation equipment is set up and maintained in teaching spaces to high standards of performance.
- To take ownership of issues by carrying out problem analysis to identify underlying causes in accordance with the Problem Management Process and to implement temporary or permanent fixes with the aim of restoring service as soon as possible, escalatingincidents to other support teams where necessary.
- To provide upgrade, installation, replacement and repair services for Organisation equipment (including PCs, Macs, mobile data devices, audio visual devices and MFDs), working alongside the Service Desk and project teams on all sites.
- To assist in the delivery of client software and business system upgrades from inception, through requirements capture, change management, implementation and release.
- To take a lead role in the annual refresh of teaching spaces by assisting with the requirements capture, design, build, testing and deployment of IT and technical simulation equipment for teaching and learning in response to user requirements.
- To draw up the specification for and execute the delivery of the IT aspects of office and teaching space setups, expansions or moves, including the relocation and installation of IT and technical simulation equipment, as a small project from inception toclose down.
- To support the acceptance and transition of new services into the live environment ensuring that they are transitioned with the appropriate level of testing and quality assurance in line with Digital and Technical Services Directorate standards and policies.
- To update the CMDB (Configuration Management Database), incident management tools and all other relevant Service Desk systems, ensuring that updates are accurate and in accordance with Digital and Technical Services Directorate policies and standards.
- To maintain safe and secure standards of equipment provision and to promote the safe use of equipment to staff, ensuring that all activities are undertaken within the prescribed rules of Health and Safety and good practice as set by the Organisation.
- To undertake routine inventory and equipment disposal tasks to ensure a tidy and safe working environment for the Organisation.
- To assist with the build and ensure the successful deployment of the Organisation images (including Windows, Macs and Mobile Data Devices) to ensure the efficient operation of Organisation IT systems.
- To create and maintain technical support documentation.
- To provide technical advice, expertise and assistance to other teams and projects about end user hardware and system software as directed by the Technical Support Manager.
- Advice the Technical Support Manager of any matters concerning safety, software licencing, computer viruses or similar issues that require further action.

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