IT/AV Support Technician

IT/AV Support Technician

• 12 Months Temporary Assignment
• Pay Rate - £15.77 - £16.48 Per Hour
• Weekly Hours - 36.5 (Days Monday - Friday)

We are seeking technicians to provide support services to all customers of a university IT Group's services and products. This will be dealing directly with end user needs and issues, providing empathy and understanding, whilst also offering confidence and assurance that customers' needs and requirements can be met and solved quickly in a professional manner.

The main purpose of the role is to provide smart hands-on support across hardware and software platforms and products, escalating support to specialist teams were appropriate.

Duties and tasks will include:

• Responding to escalated service requests with professionalism and timeliness
• Communicating positively with users / customers, avoiding technical jargon
• Solving technical challenges and providing resolutions to deal with end user issues.
• Applying expertise to issues, implementing resolutions and escalation pathways for more complex problems
• Documenting solutions clearly and accurately in a consistent manner
• Ensuring confidentiality, integrity, and availability for data. Following information security and data management policies ensuring, least privilege and information assurance
• Provide comprehensive technical support for hardware, software, and networking issues, including installation, configuration, and troubleshooting.
• Deliver responsive, on-site assistance to staff during critical periods, offering expert advice, guidance, and timely issue resolution.
• Collaborate with IT and AV partners, as well as external vendors, to implement and roll out new systems and services.
• Advise on outdated or end-of-life hardware, software, and AV solutions, contributing to the planning and coordination of effective replacement strategies.
• Support AV solutions across various environments, including setup, implementation, and troubleshooting.
• Actively assist during high-profile events, ensuring AV systems operate seamlessly and providing immediate technical support as needed.

Role Requirements:

• Good general level of Education or demonstrable experience working at user support level
• ITIL Foundation
• Experience of working in technical environments
• Experience of providing technical workarounds or solutions to end users
• Experience of using Microsoft based applications and software / general computing experience
• Experience of using a service management tool for handling of requests and incidents such as ServiceNow, Topdesk etc
• Previous experience of working effectively with teams, escalating and prioritising incidents and requests
• Experience of supporting live events and working in a time sensitive environment (Desirable)
• Experience of setting up and maintaining AV equipment of varying scope and scale (Desirable)
• Strong communication skills, verbal and written
• Attention to detail and accurate recording of actions performed and data gathered.
• Analytical thinking to troubleshoot problems and issues with users
• Willingness to embrace new technology to enhance end user support