IT Technician

Advert

IT Technician

Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT Service Desk, Incident and Problem Management, Change, Configuration and Release Management, Service Delivery and Data Centre Operations.

As part of a service delivery team, you will provide a highly professional, friendly and customer focused face to the services offered by University IT.  You will be dedicated to the provision of an efficient, effective and quality driven technical support service to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.

Specifically, this role will provide technical support, maintenance, and advice across a broad range of IT technologies, encompassing but not limited to:

desktop and laptop computing (Windows PCs, Apple Macs, Linux terminals and associated software)
mobile computing (Android and iOS tablets and smart phones)
IT infrastructure (including networks and telephony)
University administrative and management systems
specialist equipment used for teaching and/or research

You will provide a highly professional, friendly and customer focused face to the services offered by University IT, responding rapidly to any technical issue that may impact University critical teaching and administrative activities.
Using management tools, you will perform routine monitoring, logging, or reporting tasks.  You will contribute to the implementation of maintenance and installation work, including implementing agreed changes and maintenance routines.  You will identify operational problems and contribute to their resolution, delivering changes in accordance with agreed standards and procedures.

This post is full-time (35 hours per week) and open ended.

Salary: £26,444 - £29,605 per annum (Grade 4)

Date Advertised: 26 March 2024

Closing date: 11 April 2024

Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received.

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds.  We therefore welcome applicants from all sections of the community regardless of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age.  In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

Job Description

The post holder will:

• Provide technical support, maintenance, and advice across a broad range of IT and broadcast technologies, encompassing but not limited to:
  • desktop and laptop computing (Windows PCs, Apple Macs, Linux terminals and associated software)
  • mobile computing (Android and iOS tablets and smart phones)
  • IT infrastructure (including networks and telephony)
  • University administrative and management systems
  • specialist equipment used for teaching and/or research
• Be responsible for progressing routine and defined tasks associated with operating and controlling the installed hardware and software. This may involve the use of multiple hardware and software platforms, and both local and wide area networks.
• Provide support to colleagues in all aspects of current and correct operational practice, carrying out tasks assigned to you by your supervisor, using personal judgement to resolve the majority of assigned problems.
• Record details of user contacts and tasks undertaken with sufficient information for use in the resolution of subsequent faults and problems.
• Undertake assigned tasks and procedures effectively and efficiently to agreed levels of service. 
• Use available monitoring tools and management systems tools, perform routine monitoring, logging, or reporting tasks. Identify and rectify a broad range of operational exceptions and error conditions and deal sensibly and responsibly with unexpected or extraordinary events or incidents, using appropriate methods to inform and escalate where necessary.
• Respond to enquiries or requests for service from users, specialists or others, and effectively resolve a broad range of problems of moderate complexity within defined limits of responsibility or area of specialism, only escalating those which require specialist or management attention.
• Work with users, colleagues and suppliers as appropriate to investigate and diagnose moderate or high impact infrastructure problems. 
• Identify opportunities for improvement through delivery of your role, generating proposals for consideration, and assisting with their implementation when appropriate.
• Follow agreed procedures to complete assigned installation and maintenance work associated with infrastructure changes, maintenance routines, environmental and electrical services utilising appropriate tools and test equipment.
• Accept data, media, consumables and other items required for the processing of information and take responsibility for the movement, storage and dispatch of such items as required, and for other routine functions associated with data management.
• Participate in any projects appropriate to grade and/or skill set.
• Have or be prepared to develop an appropriate knowledge/skill level in the current technologies in use and to develop an appropriate knowledge/skill level in any new technologies introduced to their area.
• Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons.
• Perform other duties occasionally which are not included above, but which will be consistent with the role.

Person Specification

Important note: It is the University’s policy to use the person specification as a key tool for short-listing. Candidates should evidence that they meet ALL of the essential criteria as well as, where relevant, the desirable. As part of the application process you will be asked to provide this evidence via a supporting statement. Please ensure that the evidence you are providing corresponds with the numbered criteria outlined below. Your application will be considered based on the information you provide under each element. When attaching the supporting statement to your application profile, please ensure that you name it with the vacancy reference number, e.g. Supporting Statement for 18371BR.

Essential Criteria

Experience
1.   Substantial experience of working in an IT customer service environment, demonstrating a high level of proficiency in troubleshooting, maintaining, and supporting a variety of desktop and mobile computing technologies (hardware, operating systems and software), and with a clear track record of successful delivery.
2.   Experience of contributing to service delivery, with an understanding of ITIL principles and processes.

Expertise/Competence/Skills
3.   Ability to communicate technical information effectively and professionally to a range of customers and specialists with varying levels of understanding
4.   Able to broker relationships and manage the requirements of stakeholders (both internally and externally at senior level).
5.   Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered.
6.   Proven ability to work on own initiative, planning, organising and setting priorities for own work with the ability to work flexibly and prioritise successfully under pressure.
7.   Demonstrable experience of utilising toolsets for monitoring, auditing and reporting tasks.
8.   Professional understanding of modern IT technology and its application in a University or IT services environment including awareness of current and future trends.
9.   Effective and innovative contribution to resolution of incident and problem management scenarios.

Specific Qualities (e.g. attitudes)
10. A resilient, determined and confident team player, comfortable with making decisions within defined limits of knowledge or responsibility, and highly customer focused.

Desirable Criteria

Additional Information

As an employee of Cardiff University the post holder will:

• Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
• Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University’s Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer.

Job Category

Information Technology