Details
1101474
University of Staffordshire
29/09/2025
3 Months
Variable hours up to 37 hours a week to align with university activity. Majority Monday to Friday, some evening and weekend flexibility are required for support of events and open days.
Smart Casual
Pay
£17.15
£2.07
Description
Role
Provision of digital support and technical expertise to underpin the use of specialist digital facilities, providing support and resolution of technical issues.
Duties and responsibilities
- Provide timely and effective technical support to students, and staff, resolving hardware, software, and network issues, diagnose and troubleshoot technical problems related to computers, printers, projectors, and other specialist digital devices used across the campus.
- Manage and track support requests and incidents using the ticketing system, prioritising and escalating issues as needed, ensuring timely resolution and effective communication and ensuring personal KPI's and SLA's are met, whilst ensuring ticket notes are accurate and up to date at all times.
- Install, configure and maintain hardware and software systems according to University requirements and best practices. Ensure that all systems are set up correctly and optimised for performance and security.
- Set up and configure digital equipment for classrooms, offices, and events, ensuring that all technology is ready for use and meets user requirements, support the deployment of new hardware and software, including installing and configuring devices such as computers, AV systems, and peripherals.
- Monitor the performance and health of technology systems, perform regular maintenance tasks such as updates, patches and health and safety audits to ensure system reliability, safety and security.
- Create and maintain teaching materials, and documentation for technical processes, configurations and troubleshooting procedures. Develop knowledge base articles and guides to support self-service and provide training to staff, students, external collaborators and other technical staff.
- Communicate effectively with staff, students, external parties and stakeholders to understand their technical needs and provide solutions. Manage expectations and provide updates on the status of issues, projects, events and service requests
- Maintain accurate asset records, updating asset location, status and condition, including liaising with staff and/or students in relation to overdue equipment returns.
- Provide onsite assistance to remote technical support teams, acting as their hands and eyes on site for troubleshooting of complex issues.
Skills and experience
- A computing related degree or similar experience.
- Exceptional customer service skills
- Excellent planning, organisation and time management skills
- Good verbal and written communication
- Ability to methodically analyse and resolve IT related issues
- Understanding and experience of installation, testing and commissioning of IT and Audio Visual equipment and software.
- An understanding of the commonly used Operating Systems - particularly Microsoft Windows (including Office 365).
- An understanding of networking and communications concepts in relation to their use in desktop computers and mobile devices.
- An understanding of computer gaming and Esports equipment would be an advantage
Location
London