IT Support Officer

3 weeks ago

Bristol, United Kingdom University of Bristol Full time

**The role**:
This is an exciting opportunity for an IT Support Officer to work as part of a Faculty IT Support (FITS) Team within our Support group.

You will report to the FITS Team Manager or designated deputy and will be responsible for improving first and second line technical support. This will include liaising with colleagues in other teams within IT Services as well as other Divisions of Professional Services.

This role will initially be based in the FITS Team that provide support to the Professional Services Division and the Faculties of Arts; and Social Sciences and Law. Over time you may be asked to work permanently or temporarily to cover the other areas of support required of the team, or within other teams in the Support Group.

**What will you be doing?**:
As an IT Support Officer, you will need to:

- Perform hardware/software fault diagnosis and resolution.
- Place orders and liaise with suppliers.
- Coordinate equipment moves.
- Build new devices and issue to users - Windows, macOS, Linux, mobile platforms.
- Liaise with more senior members of the team and other teams within IT Services.
- Be responsible for lifecycle management of devices in the assigned areas, including arranging orders for new stock, redeployment of devices within the University and coordinating equipment disposal via standard processes.
- You should have good experience of a variety of platforms and their interoperability, including (but not limited to) Windows, Linux and macOS, and hardware in different configurations, e.g. end-user workstations, single-purpose devices, etc.
- The post may require supervision of daily work and projects for junior members of the team, such as h/w replacement cycles for a faculty/school/building.
- Ensure the Faculty IT Support Team works with the Service Desk and 3rd Line Support teams to enhance and improve the services that underpin research and teaching activities.
- Work under broad direction, being fully accountable for own work.
- Develop and maintain technical service/solution documentation as used by members of the Faculty IT Teams, the Service Desk and 3rd Line Support teams, as well as user facing documentation.
- Act as a Technical Service Manager for one or more services.
- Contribute to 3rd line support for incidents/issues reported to IT Services, ensuring swift resolution and undertaking any remedial follow up activities.
- Maintain a strong network of contacts with stakeholders and the teams in Support and IT Services.
- Be an advocate for user needs, whilst being prepared to constructively challenge wants expressed as needs.
- Maintain a culture of continuous improvement to enhance service delivery within the team.
- Mentor more junior members of the Faculty IT Team.
- Work with the other IT teams to ensure services are delivered consistently across all areas of the Support group, contributing to developing policy and standard processes as and when necessary

You are a highly motivated and experienced second line desktop support technician/engineer. Well versed in Incident Management, with excellent Customer Management skills and comfortable handling multiple Service Request simultaneously.

**Additional information**:
**Contract type: Open-ended**

**Work pattern**: Full-time**

**Grade: I**

**Salary**: £35,333 - £39,745 per annum**

**School/Unit**: IT Services, IT Support**

**S**hift** **pattern**: 35 hours per week**

**This advert will close** **at** **23:59 GMT** **on Monday 16th January 2023.**

We recently launched our strategy to 2030 tying together our mission, vision and values.

**_The University of Bristol aims to be a place where everyone feels able to be themselves and do their best in an _**
**_inclusive working environment where all colleagues can thrive and reach their full potential. _**
**_We want_**
**_ to attract, develop, and retain individuals _**
**_with different experiences, backgrounds and perspectives - particularly people of colour, LGBT+ and disabled people - because diversity of people and ideas remains integral to our excellence as a global civic institution._**

**Available documents**:

- SUPP109391- IT Support Officer - JD.pdf
- Further Particulars (IT Services).pdf

JOB NUMBER***

**SUPP109391**:
CONTRACT TYPE/WORK PATTERN***

**Open ended / Full time**:
CLOSING DATE***

**16 Jan 2023**:
FACULTY/DIVISION***

**IT Services**:
SALARY***

**£35,333 - £39,745 per annum**:

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