Second Line IT Support Technician
Location: Brunswick Street ,Sheffield
School/Institute: IT Services
Grade: Grade 5
Salary: £23,715 to £27,131 per annum, with potential to progress to £29,619 per annum through sustained exceptional contribution.
Post Type: Permanent – Full Time
Closing Date: 16th Aug 2022
Are you interested in working for a world top 100 University?
Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support. We are committed to delivering and supporting excellent customer focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector leading learning, teaching and research – and that is why we need you.
We have an exciting opportunity in the IT Service Support team in Service Delivery & Support for a 2nd Line IT Support Technician. You will be joining a focussed and dynamic team delivering excellent customer service and multi-skilled IT support. You will be able to undertake analysis, diagnosis, and resolution of a variety of problems ranging from straightforward to more complicated technical issues and provide advice to all customers of the University. You will support the business and technical needs of the University and maintain a ‘service first’ culture.
There will be a strong focus and responsibility on account management and administration, application support, documentation, improving process and sharing knowledge to build capability within 2nd line support and policy for joiners, movers, leavers processes.
You will possess excellent interpersonal and customer service skills; be motivated and be an effective communicator with the ability to work as part of a team. You will offer effective and efficient solutions by diagnosing and solving IT faults escalated by the IT Service Desk. You will be trusted to work independently using your own initiative to find solutions to non-standard issues. You will possess excellent IT skills, writing and documentation skills, have experience of using a Service Management Tool and have at least two years’ experience in an IT support environment.
You are also responsible as Service Desk Lead to coordinate responses to incidents and IT security issues and to provide support to the Service Desk. You will also ensure the accuracy and quality of information and systems and have the ability to review and improve tasks/processes, sharing your learning with colleagues.
We are one of the best not-for-profit organisations to work for in the UK. The University’s Total Reward Package includes a competitive salary, a generous Pension Scheme and annual leave entitlement, as well as access to a range of learning and development courses to support your personal and professional development.
We build teams of people from different heritages and lifestyles whose talent and contributions complement each other to greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.
To find out what makes the University of Sheffield a remarkable place to work, watch this short film: www.youtube.com/watch?v=7LblLk18zmo, and follow @sheffielduni and @ShefUniJobs on Twitter for more information.