Digital Campus Support Technician (DS17/13i) (Five Posts)

Transcription

1 Job Description General Details Job title: Faculty/School/Service: Normal Workbase: Tenure: Hours/FT: Digital Campus Support Technician (DS17/13i) (Five Posts) Digital Services Stoke Campus Permanent Full time, working 37 hours per week Grade/Salary: 5 Date Prepared: 15/11/16 Job Purpose To respond to requests for technical and/or desk-side support in the field, resolving incidents and problems as necessary in an efficient and timely manner. The role is required to install and/or remove hardware and/or software and any associated peripheral connections, using supplied installation instructions and tools; to conduct tests and correct malfunctions; and document results in accordance with agreed procedures. To investigate problems and faults following the installation of hardware and/or software and confirm the correct working of installations. Relationships Reporting to: Responsible for: Digital Campus Support Team Leader N/A SFIAplus Alignment Core Skills: Systems installation/decommissioning Level 3; Customer service support Level 3 SFIAplus Core Level Definition Level 3 : Apply Autonomy Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level. Influence Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners. May supervise others or make decisions which impact the work assigned to individuals or phases of projects. Complexity Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution. 1

2 Business Skills Demonstrates an analytical and systematic approach to issue resolution. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation, standards and procedures. Appreciates the wider business context, and how own role relates to other roles and to the business of the employer or client. Main Activities Following agreed procedures, provides advice to users on systems, products and services which are available to them. Responds to service requests for support by providing information to fulfil requests or enable resolution. Applies client services standards to resolve or escalate clients service problems within a specified area of responsibility. Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable. For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc. Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities. Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed standards, including those for electrical work. Agrees the timing of the work with those affected, eg users, operations management, including, where appropriate, hand-over to client. Conducts tests of the hardware and/or software affected using supplied test procedures and diagnostic tools. Helps to resolve problems and faults, and corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures. Carries out required collection of information and records, including using network management systems and appropriate performance analysis equipment to monitor installation performance against agreed service levels. Takes action on known or moderately complex problems, escalating to superiors and specialists only when their action is required. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome. Provides feedback to users. Contributes, as required, to the development of installation procedures and standards. Provides detailed technical instruction and guidance to students and users in the effective use of systems, applications, products and services available to them; demonstrates ingenuity in applying knowledge to nonstandard situations. 2

3 Special Conditions The role holder will be required to travel between sites from time to time in a cost effective manner, which may be through the use of a car. To be committed to working with the University to further improve the carbon footprint/environmental issues. Variation to Job Description Staffordshire University reserves the right to vary the duties and responsibilities of its employees within the general conditions of the Scheme of pay and conditions and employment related matters. Thus it must be appreciated that the duties and responsibilities outlined above may be altered as the changing needs of the service may require. Conditions of Service The post is subject to such terms and conditions of employment as negotiated between the Board of Governors of the University and the recognised trade unions, and/or the employees of the University. In negotiating such terms and conditions the Board of Governors will consider any appropriate advice received from the Universities and Colleges mployers Association (UCA). Application Procedure We encourage you to apply on-line at our website as the system is user friendly and simple to complete. Please note that the University will not consider a Curriculum Vitae attached in support of your application and will not use this document in the shortlisting process. Consequently, we would ask all applicants to ensure that they have provided comprehensive information under each criteria in the Supporting Statements section of the application form and, if necessary, add any relevant additional information in the Additional Information Section. The closing date is midnight on 14 February

4 Person Specification Job Title: School/Service: Digital Campus Support Technician (DS17/13i) Digital Services The qualifications, experience, knowledge skills and personal qualities outlined below provide a summary of what is required to carry out this job effectively. They also form the selection criteria on which a decision to appoint will be made. Please ensure that you provide evidence of how you meet the criteria in your application. No Selection Criteria Description ssential [] or Desirable [D] Assessed by * 1 quipment Installation. Understanding and experience of relevant procedures for the installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments. 2 Safe Installation Practice. The knowledge and ability to install and maintain hardware systems in a way that ensures they operate within their planned specification and are safe to use by those authorised to work with them. 3 Customer Focus. Self-motivated, well organised and positive approach to work with the ability to manage and prioritise a complex workload and experience of dealing with challenging and demanding customers; whilst understanding the needs of the internal or external customer needs/requirements and regularly checking with the customer when taking actions or making decisions. 4 Initiative. Being proactive, anticipating opportunities for service improvement and taking appropriate action(s) and having the ability to prioritise tasks and to deliver consistently under pressure whilst maintaining a flexible approach and demonstrating self-motivation Information Acquisition. The ability to identify gaps in the available information required to understand a problem or situation and devising a means of resolving them. Attention to Detail. The ability to apply appropriate quality standards to all tasks undertaken and ensuring that nothing is overlooked. Goal Orientation. The ability to maintain focus on agreed objectives and deliverables. Persistence. Meeting targets and fulfilling agreements even when adverse circumstances prevail. Application Systems. An understanding of the automated systems portfolio in the University used to support specific business functions or processes. Networking and Communications. An understanding of networking and communications related concepts such as topological design, load balancing, virtual distributed firewall, and overlay networks. Operating Systems. An understanding of the various types of system software used throughout the University s digital estate. Interpersonal, written and verbal communication skills: ffective negotiation and influencing skills with demonstrable strong facilitation skills, excellent interpersonal, written and verbal communication skills with the ability 4

5 to translate often complex information into easy to understand messages for a range of audiences. 13 Team Work: ffective and committed team player able to work successfully with others and to build positive working relationships. ITIL - Foundation in IT Service Management MCSA: Microsoft Certified Solutions Associate - (All Specialties) 14 Apple Certified - covering Support Professional, Technical Coordinator, Systems Administrator and Security and Mobility D Or equivalent qualification or experience *Key [A] Application form [I] Interview To be assessed against the information provided in the relevant steps of the application form and the evidence required under Section 4, Supporting Statements To be assessed during the interview process including selection tests or presentation, as appropriate 5