IT Technical Support Officer

Responsible to:Technical Services Manager Job Purpose: The post holder will be responsible for the provision of technical support and maintenance of the College IT networks (including IP Telephony systems) and assist in the efficient running of the technical services section. Location: Omagh, however the postholder(s) will be required to work at other South West College campuses as required. Main Duties and Responsibilities To unbox and setup end user devices such as PCs, Apple Macs, tablets, printers & communications devices as required in offices, classrooms etc; To install & configure operating systems on end user devices following College procedures. To create & repackage applications for deployment. To install & configure application software manually or using College endpoint management tools. To deploy & configure devices on college networks. E.g. printers locally, or via print servers. To provide technical support for end-user devices such as data projectors, Interactive Whiteboards. To conduct trials on new software or hardware products as directed. To create & manipulate objects in Active Directory. To liaise and communicate with staff on all issues in relation to College IT systems providing onsite support to staff and students, including helpdesk services, through email, Teams and in person. To contribute to the development and maintenance of IT procedures. Maintenance of College Network To assist with the efficient and effective operation of the College IT network and Technical Services. To monitor network performance through a range of network management tools whilst ensuring that all aspects of network operations adhere to relevant legal legislation. To liaise with suppliers about support issues in relation to the College technical systems whilst ensuring effective and efficient operation of the network. To ensure the efficient and effective operation of the Colleges IT systems which may include system security, configuration of servers/PCs, back-up and disaster recovery. To maintain external/internal connectivity between sites and to other networks as appropriate. To install and maintain hardware on College network whilst documenting any configuration changes. To implement current procedures for system maintenance, daily backups, antivirus and security. To maintain web based systems and review system security on an ongoing basis. To securely store & asset tag all IT equipment stored (stock & non-stock) in Technical Services stores. To maintain the college asset management system and ensure it is accurate and up to date. To carry out audits of ICT equipment items and ensuring that items are correctly recorded on the college asset management system. To prepare equipment for disposal, including, but not limited to removal of equipment, disassembly of hardware and removal/destruction of personal or sensitive information and ensure the relevant details are recorded in the college asset management system. To follow College IT policies and procedures in carrying out technical duties and report any problems directly to Technical Services Manager. Monitoring and Review To contribute to the development of quality systems to meet and achieve external quality assurance standards (e.g. IQ:RS, ISO 9001, Investors in People). To collate qualitative and quantitative information for Technical Supervisor / Technical Services Manager. To attend internal and external audit, meeting with auditors and providing information as required. Liaise with Technical Supervisors / Technical Services Manager regarding outcomes and preparation of action plans. Review and monitor progress. Copyright and Intellectual Property Rights 27. The College has sole copyright for all software developed by College staff using college resources. General Duties Carry out regional market intelligence surveys and establish strategic partnerships. To participate in continuous professional development on a regular basis; To promote and raise the profile of the College and the services it provides to the local business and civic community. To ensure full compliance with health and safety requirements and legislation in accordance with College policies and procedures. To comply with and actively promote College policies and procedures on all aspects of equality. To contribute to College quality assurance systems. At all times to observe all internal College policies and procedures. This job description is not prescriptive and the post holder may be expected to undertake other duties appropriate to the grade as may be assigned by the Director or his nominated officer(s). Terms and Conditions of Service All terms and conditions of employment for this post are those as laid down by the Association of NI Colleges non-teaching negotiating committee and are drawn from the conditions of service of the NJC for local authorities staff. Hours of work: 36 hours per week Salary Scale: Band 4 Points 8 – 18 (£24,702 – £29,269) This post is regarded as a regulated position under The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007. South West College is an equal opportunity employer. Personnel Specification Each aspect of the criteria indicated below should be addressed in full on your application form in the Shortlisting Boxes.?? You must demonstrate in the essential and desirable criterion boxes how you feel you satisfy each of the criteria. The onus is on you, as the applicant, to fully complete this section. If you do not, the selection panel may have insufficient information to shortlist you. Information you provide elsewhere in your application will only be referred to by the selection panel to clarify what you have provided in the criterion boxes. In demonstrating how you feel you meet the criteria; it is not sufficient to make simple statements such as Yes or Yes I meet this criterion or to refer the panel to another section of the application form. In the event of an excessive number of applications, the College reserves the right to enhance shortlisting criteria. A minimum level 5 qualification in the area of Computer Science or related discipline; GCSE English and Maths (Grade A-C) or equivalent. A minimum of 1 years technical support experience, gained in the last 5 years, in each of the following areas: Installation of operating systems such as Windows, Windows Server, macOS or Linux; o Installation of desktop application software such as Microsoft Office; o Diagnosing and resolving hardware and software problems in a networked environment; Working directly with users providing web, email, face to face and telephone support; Effectively working as part of a technical support team. Proven track record of a logical approach to technical problem identification and resolution. Access to a car and able to travel between campuses and other business use as required or ability to demonstrate mobility.