The University of Sheffield
IT/AV Technician
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Overview
The University of Sheffield Advanced Manufacturing Research Centre (consisting of AMRC and AMRC Training Centre) is seeking a highly technical, hardworking, and proactive IT/AV Technician to join our well-regarded IT support team.
Main Duties And Responsibilities
- Provide second line IT and AV Support and advice to a diverse user base via our helpdesk tool (Topdesk), phone, self-service, email, chat, and face-to-face.
- Join our 8-person second line team, providing a responsive and friendly technical support service to all AMRC staff, including remote support to our larger sites in Wales, Preston, and Derby.
- Handle a range of queries in person, via remote sessions, telephone, and email for all IT and AV systems.
- Represent the IT support team in discussions with customers regarding potential work, focusing on timely resolution to problems while promoting good IT working practices.
- Prioritize your workload, especially queries that have significant business impact.
- Escalate complex technical issues to specialists locally or at the University as appropriate.
- Use, monitor, and assist with the maintenance of a variety of general and specialist IT equipment, software, and services to meet the requirements of the organization.
- Understand the complexities of and use cases for AV and conferencing technologies while supporting use with both internal and external stakeholders.
- Contribute to the technical and security maintenance of devices (laptops, desktops, tablets, mobile phones, and peripherals) and asset management through various platforms.
- Facilitate the regular IT support 'drop-in sessions' the team runs in buildings across the group.
- Carry out the procurement of new and replacement IT equipment, software, and services.
- Support the secure use and maintenance of the organization's Windows and Linux estate.
- Contribute as required to high priority tasks, incidents, or projects. Be flexible in covering first and second line duties as directed by your line manager.
- Stay updated with emerging technologies, tools, and best practices in the field of IT Support through self-learning and training opportunities.
- Conduct user handovers and limited one-to-one training on new and existing equipment.
- Carry out all duties with an understanding of AMRC, University of Sheffield, and industry governance, architectural, and information security best practices and frameworks, seeking support from AMRC and University subject matter experts as required.
- Establish good relationships across IT, Architecture, Digital, and University IT Services.
- Support the IT team as necessary with updates and maintenance of existing IT platforms or the introduction of new technologies - support pilots, testing, and adoption.
- While supporting AMRC sites across the UK, there will be occasions when travel will be required. A full driving license is essential for this role. Suitable travel and accommodation provisions will be provided where applicable.
- Carry out other duties commensurate with the grade and remit of the post.
Person Specification
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Our diverse community of staff and students recognizes the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.
Criteria
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Experience of working in a team providing an effective and efficient IT Support service in a busy customer-focused environment.
- Essential
- Application
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Experience providing 1st and 2nd line Technical Support within a large complex organization.
- Essential
- Application
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Supporting knowledge of Microsoft Windows, MacOS, Android, iOS, Linux, and other OS’s for client deployment, imaging, fault finding, and fault resolution. (Primary focus on Windows)
- Essential
- Application & Interview
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An up-to-date knowledge of the apps and services of Microsoft 365 and Google Workspace
- Essential
- Application
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Good working knowledge of meeting and conference technologies, along with audio-visual installations of a complex nature or at high-profile events.
- Essential
- Application & Interview
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A solid understanding of software patch management and cybersecurity principles - including an awareness of Cyber Essentials +.
- Essential
- Application & Interview
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Ability to analyse and solve problems with an appreciation of longer-term implications.
- Essential
- Application & Interview
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Effective customer service and communication skills, both written and verbal, with the ability to communicate to academic, research, and technical staff at all levels within the organization.
- Essential
- Application & Interview
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Undertake mandatory training. Comply with relevant University and AMRC policies - including health and safety, information security, procurement, IT/electrical waste, and others.
- Essential
- Application & Interview
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Experience working with an incident management tool, such as TOPdesk.
- Essential
- Application & Interview
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Working knowledge of market-leading Mobile Device and Endpoint Management technologies including an understanding of OS imaging.
- Desirable
- Application & Interview
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Experience of developing and maintaining a network of contacts, particularly contributing to related communities of practice.
- Desirable
- Application & Interview
Further Information
- Grade: 5
- Salary: £27,319 - £31,236 per annum.
- Work arrangement: Full-time, 35h - Open-ended – Hybrid - Flexible options considered.
- Line manager: Senior IT Technician - Team Lead
- Direct reports: None
- Right to work in the UK: This role does not meet the criteria for Skilled Worker sponsorship under the UK Visa & Immigration points-based system. Information on alternative visa options is available on www.gov.uk.
Our website
For informal enquiries about this job
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Contact Toby Griffin, IT Support Operations Manager at toby.griffin@amrc.co.uk
Next steps in the recruitment process
It is anticipated that the selection process will consist of a formal panel interview. We plan to let candidates know if they have progressed to the selection stage two weeks after the closing date. If you need any support, equipment, or adjustments to enable you to participate in any element of the recruitment process, you can contact Toby Griffin, IT Support Operations Manager at toby.griffin@amrc.co.uk.
Our vision and strategic plan
We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).
What We Offer
- A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out, and travel.
- A variety of staff networks, providing opportunities for social interaction, peer support, and personal development (for example, Race Equality, LGBT+, Women’s, and Parent’s networks).
- Recognition Awards to reward staff who go above and beyond in their role.
- A commitment to your development access to learning and mentoring schemes; integrated with our Technical Career Route.
- A range of generous family-friendly policies:
- Paid time off for parenting and caring emergencies.
- Support for those going through the menopause.
- Paid time off and support for fertility treatment.
- And more.
More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).
We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job, you will be invited to take part in the next stage of the selection process.
Baseline personnel security standard & Security Clearance
This role requires the postholder to undertake a Government baseline personnel security standard (BPSS) check and obtain Security Check Clearance (SC).
You will need to obtain and maintain the necessary security clearance for the role. This is usually only available to British citizens who have been living in the UK for the past 5 years.
We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches, and insights, it can lead to richer, more creative, and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs, and ways of living for everyone.
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