AV Technician - RGU07455

Job Summary

Robert Gordon University (RGU) – Aberdeen\’s university of choice for thousands of staff and students – has a well-established reputation as an innovative and modern workplace.

This is a key role in the IT Services Department, working alongside colleagues in the AV/IT team, wider Service desk team, and with the AV Senior Support Analyst to provide AV and IT services and support, to the University.

Supporting the university\’s AV and IT resources, staff, and students, you will provide and promote excellent customer service, responses to incidents and requests, support the university\’s teaching/meeting rooms, and provide additional support to the wider ServiceDesk team as and when required.

Demonstrating a strong interest in specialist AV hardware and software, coupled with a proactive, service-oriented attitude, you should also bring practical experience in delivering AV support services to end users, working collaboratively with third-party providers, and supporting help desk operations in a professional setting. Experience using formal customer care systems for logging, tracking, and measuring performance, as well as monitoring call management, is highly desirable.

This role requires full-time on-campus presence, as it forms a key part of the service desk team and therefore remote or hybrid working is not suitable for this position.

You will benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits.

We are committed to attracting and engaging a diverse range of staff and fostering a culture where everyone feels welcome, comfortable to express their ideas, and can reach their full potential. For more information, please visit Our Diverse Workforce pages.

Job Description

RESPONSIBLE TO: Service Desk Team Lead

RESPONSIBLE FOR: Provision of the AV and IT services to the University.

PURPOSE OF POST: To work with the team to provide excellent AV Service and support, ensuring that these services meet the needs of the University.

PRINCIPAL DUTIES:

To assist the Service Desk Team; receive reported faults/queries by telephone, email, service desk portal or in person which will include AV as well as all other IT support requests and incidents.

To support the Service desk team by ensuring the reported faults/queries are accurately recorded and updated in the Service Desk System.

Ensure effective and timely resolution of all incidents/requests, both remote and in person.

As and when required will provide resource assistance to the wider Service desk team and other teams within IT to support desktop, software, printers, and any other general IT support requirement for staff and students.

Under the direction of the AV Senior, to actively participate in the maintenance of a knowledgebase within the service portfolio, document how to resolve commonly occurring faults/issues.

To assist with, create, and maintain AV guides (operation of and troubleshooting) and to ensure these guides are readily available and up to date.

To support with organising, scheduling and participate in training of AV equipment to staff and students, where appropriate.

To ensure work is delivered in accordance with the defined standards, policies, and procedures and to provide training and guidance as required to IT staff and other colleagues in the university.

Required to clarify the requirements; agree clear task objectives with your line manager; and organise your workload appropriately, ensuring priorities and deadlines are accounted for.

To support with providing expertise to analyse incidents, performance, and capacity to identify problems, devise solutions, agree priorities, and with the AV Senior, arrange for these to be scheduled and implemented.

To ensure that all relevant documentation is maintained to reflect the current operation of the University\’s call management process.

Where required, participate in networks within the institution or externally.

To assist in the support of university events, including setup, training, and live support as needed.

When required will provide out of hours assistance and support, including exams and live events.

Flexibility to work various shift patterns within the contracted 35 hours a week as required.

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Memberships

Educated to at least HNC/HND or equivalent.

Knowledge

An interest in specialist AV hardware and software.

Understanding of the importance of delivering customer satisfaction, and a demonstrated attitude which puts that first.

Skilled in the use of desktop operating systems, preferably Windows 11 and Apple Macintosh.

Knowledge of desktop applications and skilled in their basic use. E.g. Microsoft Office, relevant browsers, VLE tools, remote support tools.

Some knowledge of basic operating infrastructure and the inter-relations between system components (AV, network, and desktop).

Familiar with the concepts of IT and Cyber Security.

Experience

Some experience delivering AV support services to end users.

Experience of working with 3rd Party Providers.

Experience of delivering help desk services in a professional environment.

Experience of using formal customer care systems for call logging, tracking and performance measurement.

Experience of call management monitoring.

DESIRABLE REQUIREMENTS

Qualifications and Professional Memberships

Formal accreditation in a recognised area, e.g.: Extron, Avixa.

Certificates in service management, ITIL etc

Knowledge

Familiar with specialist AV hardware and software

ITIL knowledge

Proficiency in desktop, network, server and AV systems and their interactions, with a clear competence to provide problem diagnosis.

Awareness of Network in relation to AV installations.

Experience

Experience in providing AV support, encompassing live events, teaching spaces, and meeting rooms.

Experience of delivering these services to formal service levels and standards.

Experience of supporting AV or IT Hardware and software in Teaching environments

Experience of significant service improvement initiatives.

Experience of call management monitoring.

Behaviours

Behaviour 1: Communication – Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner

Behaviour 2: Service Delivery – Experience of exploring and adapting a service to meet customers\’ expectations and also identifying ways of improving standards

Behaviour 3: Decision Making – Experience of using own judgement to make decisions, making collaborative decisions with others to reach conclusions and providing advice or information that will influence the decisions of others

Behaviour 4: Analysis and Research – Experience of identifying or designing data gathering and analytical methods appropriate for each investigation, and producing reports that identify key issues and findings

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