Job Purpose

To work as a member of the End User Computing IT Technician Team deploying and supporting all aspects of end user IT and AV. This involves the expert installation, configuration and support of all aspects of end-user computing used by the University community, both on our supported standards and specialist ad-hoc provision.

Main Duties and Responsibilities

1. Expert installation, configuration and support of Information Services supported Client Platforms and AV systems.

2. Provide first and second line software and hardware support for all University end user systems, liaising with vendors as appropriate. Provide remote online or in person on-site support as identified by business requirements.

3. Provide campus-wide second line support for calls raised through the Information Services Helpdesk system, via on site, telephone, or remote desktop support as appropriate. Liaise, plan and schedule with users resulting in prompt and satisfactory resolution of problems. Liaise with Information Services colleagues to resolve more complex problems.

4. Installation, configuration, networking and software support of non-desktop systems in lab environments.

5. Work with College IT Support Teams to provide support for both centrally provided and college IT systems.

6. Participate in the execution of large-scale projects, such as department wide upgrades, Student Registration and one-off conferences requiring IT support. Take responsibility for organising such projects when required, managing the allocated team of technicians to carry out the job.

7. Participate in user acceptance testing for End User Computing Team projects.

8. Participate in ad-hoc End User Computing project teams to deliver solutions identified from the development streams to support wider group targets.

9. Share knowledge with other technicians in team by taking part in group discussions, decision making and supervision of junior team members.

10. Provide advice to users on equipment purchases, including appropriate hardware specifications for their requirements.

11. Provide advice and guidance to users on University IT policies and procedures and industry best practice.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications  

Essential:

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

A2 Depth or breadth of knowledge of end user systems in a heterogeneous networked environment.

A3 Knowledge of information security in the end user computing environment**.**

Skills

Essential:

C1 Ability to work logically through a complex problem, from information gathering to satisfactory resolution.

C2 Ability to work with minimal supervision, including the skill of knowing when to escalate a problem to third line support colleagues or other teams.

C3 Ensuring that clear case information is passed over to colleagues to be able to support the customer experience as seamlessly as possible.

C4 Ability to deal with a large variety of end users with a range of technical knowledge in a clear and concise manner.

C5 Ability to learn and adapt to changing technologies and procedures.

C6 Strong service delivery culture, good telephone manner and excellent communication skills.

C7 Skills in using Microsoft Office suite.

Experience

Essential:

E1 Relevant and up to date experience supporting end user systems, email, browsers, printing, and a wide range of University supported software.

E2 Experience of working in a busy customer-facing role.

E3 Working with confidential information and applying appropriate aspects of the current Data Protection Act 2018.

E4 Working with an IT Helpdesk/ Service management system.

Desirable:

F1 Experience of supporting iOS and MacOS systems.

F2 Experience of supporting Android systems.

F3 Using Remote online support software to provide support to customers.

F4 Experience of configuring mobile devices in a network environment.

F5 Experience of supporting AV systems and videoconferencing.

F6 Experience of providing IT support in an education environment.

Terms and Conditions

Salary will be Grade 6, £33,482 - £37,174 per annum.

This post is full time and open ended.

Closing Date: 23:45 25th April 2025

The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK.  If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.

Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https://www.gov.uk/skilled-worker-visa.