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Lead Technical Support Engineer

2 months ago

London, Greater London, United Kingdom University of Bristol Full time
Position Overview

The IT Services department at the University of Bristol is embarking on an innovative journey aimed at delivering globally accessible technical services and digital solutions that empower exceptional learning and research. We are seeking a proactive and customer-oriented Senior End User Support Engineer to contribute to this mission.

Key Responsibilities

The primary focus of this role is to deliver advanced technical assistance and troubleshooting for end-user hardware and software challenges, including specialized equipment and software/AV systems. This includes:

  • Installation and development of video conferencing, digital signage, and audio systems.
  • Efficiently resolving complex issues to ensure user satisfaction.

Additionally, you will:

  • Mentor and train Support Engineers, sharing expertise and best practices to enhance team performance.
  • Act as a point of escalation for critical support requests, demonstrating leadership in prioritizing and resolving issues.
  • Collaborate with other IT support teams to address specialized issues, ensuring timely resolutions and minimal disruption.
Documentation and Process Improvement

You will be responsible for developing and maintaining comprehensive documentation, including:

  • Knowledge base articles
  • User guides
  • End-user training resources

This will facilitate self-service options and improve overall support efficiency. You will also participate in planning and executing system upgrades and deployments, ensuring smooth transitions with minimal impact on users.

Continuous Improvement

Monitoring and analyzing support metrics will be crucial in identifying recurring issues and opportunities for process enhancements. This may involve:

  • Collecting and analyzing data on complex support issues.
  • Producing reports on service provision and identifying areas for improvement.

You will assist the Team Leader in resolving major incidents and contribute to the team's annual planning cycle.

Professional Development

It is essential to proactively seek opportunities for personal growth, staying updated with the latest advancements in digital technology and industry best practices. You will evaluate how these advancements can enhance end-user experiences and IT operations.

User Feedback

Gathering feedback from users regarding support experiences will be vital. You will work collaboratively with users to address any unmet expectations and escalate unresolved issues as necessary.

Qualifications

The ideal candidate will possess:

  • Experience in supporting desktop services and hardware, with hands-on expertise in troubleshooting complex hardware and software issues.
  • Strong problem-solving, planning, and organizational skills to identify and address support trends and inefficiencies.
  • Experience in systems administration/configuration and managing projects in a technical environment.
  • A customer-focused mindset with excellent communication and interpersonal skills, particularly when engaging with non-technical staff.
  • Strong mentoring abilities to guide junior engineers and collaborate effectively with cross-functional IT teams.