Senior IT Technician

Advert

Senior Technician - IT

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, advice, and expertise across a broad range of IT technologies, encompassing but not limited to:

• Desktop and laptop computing (Windows PCs, Apple Macs, Linux 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. You will provide reports and proposals for improvement to stakeholders including specialists and managers. You will provide supervision and give instruction to less experienced colleagues, delegating specific tasks to them as appropriate.

This post is full-time (35 hours per week) and fixed term to January 2025.

Salary: £32,332 - £34,980 per annum (Grade 5)

Date advert posted: Friday, 1 March 2024

Closing date: Sunday, 17 March 2024

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

Job Description

The post holder will:

• Specifically, this role will provide technical support, maintenance, advice, and expertise across a broad range of IT technologies, encompassing but not limited to:
  • desktop and laptop computing (Windows PCs, Apple Macs, Linux 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
• Undertake the full range of 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.
• Supervise, mentor and give instruction to less experienced colleagues in all aspects of current and correct operational practice, delegating responsibility for specific tasks to individuals as appropriate.
• 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, using personal judgement to resolve the majority of assigned problems.
• Use available monitoring tools and management system 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.
• Respond to enquiries or requests for service from users, specialists or others, and effectively resolve a broad range of problems usually of a moderate or high 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.
• Conduct investigations of operational problems, make proposals for improvement, and implement them when appropriate. Participate in reviews of systems performance, and assist specialists or other system or service providers to deliver amendments and upgrades to systems.
• Follow agreed procedures to complete assigned installation and maintenance work associated with infrastructure changes, maintenance routines, environmental and electrical services utilising the appropriate tools and test equipment. Assist and guide less experienced colleagues where necessary.
• 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 or lead on any project deliverables 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 18242BR.

Essential Criteria

Experience

1. Substantial experience of working in a complex IT customer service environment, with a high level of proficiency in organising, troubleshooting, maintaining, and supporting a variety of desktop and mobile computing technologies (hardware, operating systems and software), and a clear track record of successful delivery.

2. Significant 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, simplifying complex issues and concepts, 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, and others, 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

11. HNC/HND level education in technology and / or business management, or qualified by previous experience.

12. Direct University IT experience and / or other public sector experience but ideally with some non-public service sector exposure.

13. Foundation qualification in ITIL, or similar.

14. Welsh Speaker.

15. Experience of supervising staff.

Additional Information

Job Description Continued: Where the role requires staff management and leadership the following responsibilities will also apply:

• Be ultimately responsible for development and pastoral care and welfare of the staff under the line-management of the role holder including objective setting, appraisal, performance review and training. Be the escalation point for welfare issues, initiating appropriate action and involving relevant people where necessary, dealing with such matters by following standard University welfare procedures.
• Ensure that staff for whom the role holder is responsible operate within appropriate risk assessments and operating procedures and are compliant with all University procedures and policies.
• 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