EdTech Job – Support Specialist at University of Hertfordshire

SBU/Department: Library and Computing Services, Support

FTE: 1.0 FTE (working 37 hours per week)

Duration of Contract: Permanent

Salary: UH6 £32,296pa to £37,999pa by annual increments on achieving designated skills and experience

Annual Leave: 25 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year

Location: College Lane Campus, De Havilland Campus, Hatfield.

The Support teams are comprised of multi-skilled Specialists who will be responsible for providing frontline support for the University's staff, students, and visitors. This support is for the wide range of library, academic, and IT, AV and live event services that the Library and Computing Service department offers. They will undertake a range of user support relating to University systems, services, facilities, and departments and will support customers with their requirements in connection with learning, teaching, research, and business engagement.

The Support Specialist Cross Team Technician is assigned to the Events, Audio Visual (AV) and Digital Media (DM) Support Team but will receive work from all areas of the Support section and work across all teams. You will be expected to undertake 'hands-on' practical work to contribute to the delivery of LCS Support. The post holder will be expected to configure and maintain the audio visual equipment and IT equipment in teaching and meeting rooms and events spaces across campus to ensure an excellent customer experience.

Main duties and responsibilities

• Responsible for contributing to the delivery, implementation, and operation of local frontline support services. They will need to work closely with all Support teams to provide IT, AV, event, classroom support and checking, advice, and maintenance across the University estate to staff, students, and visitors.
• The EAVDM team is responsible for the Audio Visual (AV) and Digital Media (DM) installations in University teaching and meeting rooms, video conference rooms, TV Studios, Weston Auditorium, and Digital Signage system. To ensure the equipment is kept in good working order and maintained as is necessary across the University estate.
• You will be responsible for planning and carrying out the routines and procedures necessary to ensure the efficient operation of AV/IT systems, theatre equipment (including IT, AV, lighting, sound, and projection), networking infrastructure associated with this and media and IT equipment across the University Estate. Including but not limited to cleaning, checking, testing, fault diagnosis and repair and maintaining the safe keeping and control of any stocks of spare parts, equipment, consumables, and manuals.
• The successful candidate will ensure customer service requests, bookings, and queries across all channels including telephone, face-to-face, online are dealt with using the relevant systems (such as Web Help Desk) and processes to log, resolve and refer enquiries within agreed timescales and standards. Ensuring issues are dealt with in a prompt and efficient way, ensuring good communication with users as necessary.
• Proven experience of dealing with complex enquiries, technical clinics, user support is essential.
• You will work across all areas of Support as necessary, including Helpdesk, Local Teams, and Classroom Checking, as decided by the Team Manager to ensure the Support service requirements are met.

Skills and experience required

• The successful candidate must have proven experience of working in a front-line service within a customer service organisation as well as experience of providing technical support for the development, operation, and delivery of AV, IT, and Events.
• This experience should include hardware and software installation/maintenance/fault diagnosis across a range of IT/AV equipment. Additionally, the postholder should have experience of programming, operating & maintaining professional lighting and sound equipment (with relevant software) for theatres/large venues.
• Proven skills and experience in the programming of control systems for audio visual equipment (e.g., Crestron) is essential.

Qualifications required

• HND/C, Dip HE, Foundation Degree, N/SVQ4 or equivalent expertise and experience.

Please view the job description and person specification for a full list of the duties and essential criteria. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made.

Closing Date: 20 February

Interview Date: To be confirmed

Reference Number: 055757

Date advert placed: 27 January

Our vision is to transform lives: At the University of Hertfordshire we are committed to equality, diversity, and inclusion and building a diverse community. Towards that aim we particularly encourage applications from candidates likely to be underrepresented within Library and Computing Services. These include people from Black, Asian and minority ethnic backgrounds, disabled people, LGBTQI+ people, and women in grades UH7 and above.

We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships, and free Active Staff sessions, personal and professional development, and family-friendly policies.