Campus Customer Support L2

Job Description

THIS ROLE IS NOT SUITABLE FOR CURRENT STUDENTS; STUDENT APPLICATIONS WILL NOT BE CONSIDERED DUE TO WORKING HOUR LIMITS.

Responsible for contributing to the delivery of a customer focused, robust, resilient, responsive and secure, high quality IT/AV services, specifically but not exclusively:

• Provide advice and support to respond to and resolve customer requests and incidents delivering to defined Service Levels Agreements (SLAs) and Key Performance Indicators (KPIs).
• Provide remote and in-person user support for IT/AV equipment, telephony devices, other peripheral devices, software applications, Client and Server Operating Systems, Enterprise systems, Teaching/Learning systems and Cloud based services.
• Use IT Service Management System, and other relevant systems, to process user requests and incidents (based on priority), taking part in Service Desk duties including Live Chat, Telephone, email and in-person channels where and when required.
• Provide IT/AV setup assistance and on-going support for meetings, teaching, events and projects.
• Provide hardware support for PC/MAC, Server (Virtual and Physical), Laptop, Tablet, Audio Visual equipment, telephony equipment and other peripheral devices, ensuring the CMDB is updated and data maintained at all times.
• Provide regular firmware updates of IT/AV equipment and routine testing and maintenance of IT/AV equipment to ensure they are ready and available for use by staff, students and visitors.
• Using AV Resource Management System to remotely monitor and manage AV resources, provide remote user support and provide customised reports for AV equipment and rooms.
• Participate in Capital and BAU project work. Partake in commissioning, testing, documentations and handover of new projects including delivering or assisting with training delivery.
• Assist with rack building, mounted equipment installation and cable installation, termination and labelling including installations at high level and in confined spaces, termination and labelling.
• Manage inventory of IT/AV spares stock ensuring they stored correctly and replenished appropriately.
• Utilising Asset Management tools, including CMDB, SCCM and asset discovery software, to keep up to date inventory details of IT/AV, telephony and other IT equipment. Undertake regular IT asset audits, recording all details using the relevant tools.
• Manage physical security of IT/AV equipment, ensuring equipment and housings are locked and keys are stored safely in their correct location; Ensure all existing and new keys are organized and labelled correctly and kept up to date.
• Manage issuing of keys to external contractors and other colleagues, ensure they are returned to their correct location in timely manner.
• Build, image and configure various hardware devices for IT/AV services.
• Manage the DHCP and DNS entries of IT/AV equipment.
• Carry out network data port patching, network switch port configuration and any other applicable networking activities. Ensure network port databases are accurately maintained and up to date.
• Use software tools to provide proactive monitoring of IT/AV equipment; using system alert notifications to provide support and appropriate escalations.
• Create and update manuals, user guides and display information for IT/AV systems in Teaching spaces, Office spaces, Meeting rooms and Event spaces.
• Create, review and update support documentations for IT/AV systems. Undertake knowledge sharing including creation of knowledgebase libraries.
• Liaise with External contractors to ensure they adhere to QMUL Health & Safety policies and procedures and adhere to QMUL Security policies and procedures.
• Ensure compliance with relevant ITS and QMUL policies and procedures.

Degree and/or professional qualification in IT subject and in-depth experience in relevant technical area

ITIL foundation qualified or demonstrate management and operational experience using appropriate best practice framework

IT technical skills certifications. Microsoft MCP, MCSA, MCSE, CompTIA A, Network, Security, AV Associate

Project Management qualification e.g. Prince 2 , Agile, MSP, PMP qualified or demonstrable experience of project management

IT/AV Technician relevant experience in similar or related role. Substantial broad vocational experience demonstrating

development through involvement in a series of progressively more demanding relevant work roles

Demonstrates experience working with relevant specialised equipment, software or procedures.

Demonstrates experience of delivering a high quality, customer focused service.

Delivery of operational, technological and process improvement

Delivers solution focused, reliable and resilient IT customer support service to support current/ future customer and business requirements

Uses technical expertise and knowledge to:

• Keep up to date with developments in technology, IT and AVservices
• Inform, guide, challenge and support technology investments and decisions.
• Recommend, develop and implement solutions that address customer service challenges.

Provide authoritative suggest you use ? robust professional knowledge and advice.

Demonstrates knowledge and understanding of service management systems and processes for supporting research, teaching, learning and business activities.

Strong communication skills, both written and verbal.

The ability to work both independently and as part of a team collaboratively.

Demonstrable experience of delivering high levels of customer care

Demonstrable ability to deliver work using own initiative

Strong planning, negotiation, interpersonal and organisational skills.

Flexible and professional approach to work

Successful support of customer and quality focused IT services with expertise of industry best practice methodologies in specialist area

Willingness to undertaken continuous professional development

The ability to meet UK ?right to work? requirements.