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Lead End User Support Specialist

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 to enhance our technical services and digital solutions. We aim to empower exceptional learning and research experiences. We are seeking a dedicated and customer-oriented Senior End User Support Engineer to contribute to this mission.

Key Responsibilities

The primary responsibility of this role is to deliver advanced technical assistance and troubleshooting for end-user hardware and software challenges. This includes working with specialized equipment and software/AV systems, ensuring their installation and development, particularly in areas such as video conferencing, digital signage, and audio systems. The goal is to resolve intricate issues efficiently, ensuring user satisfaction.

You will play a pivotal role in mentoring and training Support Engineers, sharing insights and best practices to enhance team performance. Additionally, you will act as a point of escalation for critical support requests, demonstrating leadership and sound judgment in prioritizing and resolving issues.

Collaboration with other IT support teams is essential to escalate and resolve issues requiring specialized expertise, ensuring timely resolutions and minimal disruption for end users.

Documentation and Improvement

Developing and maintaining comprehensive documentation is crucial. This includes knowledge base articles, user manuals, and training resources to facilitate self-service and improve support efficiency.

Participation in the planning and execution of system upgrades and deployments is expected, ensuring smooth transitions with minimal impact on users. You will also proactively identify opportunities to optimize end-user workflows and enhance system performance.

Metrics and Continuous Improvement

Monitoring and analyzing support metrics and trends will help identify recurring issues and areas for process enhancements, driving continuous service improvement. This may involve collecting and analyzing data on complex support issues and producing reports on service delivery.

Supporting the Team Leader in resolving major incidents and outages is part of your responsibilities, as well as contributing to the annual planning cycle for the team.

Professional Development

Proactively seeking opportunities for personal development is essential. Staying updated with the latest advancements in digital technology and industry best practices will be key to improving end-user experiences and IT operations.

Gathering feedback from end users regarding support experiences will be part of your role, addressing any concerns and escalating unresolved issues as necessary.

Qualifications

The ideal candidate will have:

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