At a Glance
- Tasks: Provide face-to-face IT support and troubleshoot tech issues for faculty, staff, and students.
- Company: AVI-SPL, a leader in digital enablement solutions and collaboration technology.
- Benefits: Private healthcare, mental health support, gym discounts, and online learning resources.
- Other info: Inclusive workplace with opportunities for professional growth and development.
- Why this job: Join a dynamic team and make a real impact on technology adoption in education.
- Qualifications: Experience in IT support, knowledge of Windows and macOS, and strong problem-solving skills.
The predicted salary is between 31500 - 38500 £ per year.
WHAT YOU’LL DO
The Onsite Support Technician will work in partnership with the customer, management team, global helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.
WHO WE ARE
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow.
We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better.
We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.
- Day-To-Day Responsibilities
- Provide face-to-face technical support on campus for faculty, staff, and students.
- Troubleshoot hardware, software, connectivity, and account access issues
- Perform device diagnostics, maintenance, and repairs for university-owned equipment
- Assist with setup and configuration of devices, applications, and university systems
- Provide user guidance on university technology resources and services in a professional and customer-focused manner.
- Create and maintain support documentation, knowledge base articles, and troubleshooting guides in the appropriate tracking and incident management systems
- Collaborate with management, Global Helpdesk, and technical teams to ensure efficient issue resolution.
- Coordinate with other ITS departments for issue resolution
- Monitor and escape complex issues to Client Support Leads or specialized technical teams
- Knowledge Management and Face-to-face Process Improvement
- Update knowledge base articles for common issues and solutions
- Develop self-help resources and user guides for clients
- Identify recurring issues and suggest process improvements
- Contribute to the maintenance of technical documentation
- Maintain accurate records of technology equipment within asset management systems
- In-person Technology Training and Outreach
- Conduct one-on-one and small group training sessions on university technologies
- Develop and nurture relationships with the university community to encourage technology adoption
- Promote awareness of Tech Bar services and self-service resources
- Participate in technology outreach events and initiatives
- Professional Development and Collaboration
- Stay current on emerging technologies and best practices
- Participate in training to maintain and enhance technical skills
- Documenting technical solutions and updating knowledge bases
- Items to Consider
- AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements
- WHAT WE’RE LOOKING FOR
- Operating Systems & Devices
- Windows 10/11 (imaging, troubleshooting, Group Policy basic and etc.)
- mac OS (basic troubleshooting, Apple device management awareness and etc.)
- Device enrolment and Decommissioning.
- Identity & Access Management
- Active Directory (Account Creation, password resets, account lockouts, group membership and etc.)
- MFA troubleshooting (Microsoft Authenticator, Duo, etc.)Basic understanding of SSO issues.
- M365 Suite
- Outlook (profile issues, mailbox troubleshooting, calendar sharing and etc.)
- Teams, Share Point, One Drive (sync issues, Group Management, permissions and etc.)
- Endpoint Management (MDM/RMM)
- Knowledge of tools like Intune, JAMF and Ninja One (enrolling devices, pushing policies, remote troubleshooting and etc.)
- Basic patch management awareness (Windows Update, mac OS updates, and Third-party application )
- Networking Fundamentals
- Wired/Wireless connectivity troubleshooting (Wi- Fi, VPN client issues and etc.)
- Basic understanding of DNS/DHCP for troubleshooting (not administering)
- Printers (Papercut) & network device setup and troubleshooting
- Asset Management
- Add, maintain and retire asset from the Fleet.
- Keep asset Records up to date at all time.
- Cybersecurity Awareness
- Working understanding of cybersecurity best practices of phishing awareness, endpoint protection status checks, and secure handling of user data and access requests
- Awareness of compliance frameworks such as Cyber Essentials and Cyber Essentials Plus, and their practical implications for endpoint and access management
- Soft Skills
- Effectively communicate with employees, customers and colleagues
- Demonstrated problem-solving abilities and analytical skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Collaborate with team members to share knowledge and expertise
- Ability to use hand and power tools in a safe and efficient manner
- Ability to work and think independently and ensuring to meet deadlines
- Preferred Qualifications
- Good knowledge with Hands On experience of RMMs and MDM Tools
- Basic scripting/automation exposure (Power Shell for Windows, bash for mac OS)
- Minimum 2 years of hands-on experience in L1/L2 support.
- Experience in higher education IT environments a plus
- WHY YOU’LL LIKE WORKING HERE
- Private Healthcare with Vitality
- Dental Insurance
- Access to Employee Assistance and Wellbeing Support
- Mental Health Support through the above
- Access to discounted Gym memberships
- Increased holiday with service
- Access to numerous online learning resources
- AVIXA membership for industry learning
- Access to online retail discount platform
- Discounted products through our recognised partners
- Cycle to work scheme
- Season ticket loans
- Generous Referral scheme
- MORE ABOUT US
AVI-SPL is an Equal Opportunities Employer.
All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, pregnancy, sexual orientation, gender identity, nationality, age or disability status.
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Onsite IT Support Technician employer: AVI-SPL, Inc.
AVI-SPL is an exceptional employer that prioritises employee growth and development, offering a collaborative work culture where innovation thrives. With the flexibility of remote work, employees benefit from a supportive environment that encourages continuous learning and provides access to cutting-edge payroll and HR technologies, ensuring a rewarding career path in a global context.
StudySmarter Expert Advice🤫
We think this is how you could land Onsite IT Support Technician
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what AVI-SPL, Inc. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges AVI-SPL, Inc. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at AVI-SPL, Inc.!
✨Direct Apply to AVI-SPL, Inc.
Let's not forget to apply directly through the AVI-SPL, Inc. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Onsite IT Support Technician
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at AVI-SPL, Inc..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at AVI-SPL, Inc.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at AVI-SPL, Inc.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
