IT Services Officer

Reporting to the IT Operations Manager, this technical role has specific focus on the College’s site-based IT systems, responding to IT issues and ensuring the viability of desktop systems and local applications.

Key Responsibilities

• Site Co‑ordinator with responsibility for the IT resources and management of staff at locations.
• Provide general 1st / 2nd / 3rd line IT support to users on‑site.
• Provide technical solutions for users.
• Responsibility for site‑resources and allocations.
• Follow documentation processes and procedures for new and existing site resources.
• Maintenance of the software catalogue and current licences.
• Responsibility for the facilitation of on‑site Exams (software and hardware).
• Deploy both hardware and software to facilitate the educational experience.
• Utilise knowledge of the area of work to support an effective, user‑friendly and professional service.
• Ensure SLAs are adhered to.
• Provide general support for the teaching of students at college centres with a specific focus on Technology Enhanced Learning equipment and processes.
• Ensure an appropriate level of support is provided for the business support areas of the centre to ensure the continued operation of IT systems.
• Maintain IT equipment to ensure its efficient operation and performance levels.
• Demonstrate a range of IT equipment to staff / students to ensure their safe operation.
• Carry out basic maintenance tasks including a range of testing to ensure equipment remains in a safe and good working condition.
• Carry out routine record keeping ensuring accurate records of maintenance etc are maintained.
• Transport goods and equipment on the centre using trolleys/vehicles and complete site set up.
• Comply with internal and external health and safety guidelines, instructions and regulations.
• Ensure IT Areas are maintained in a clean and tidy manner.
• Ensure high levels of customer service and promote a positive image of IT Services and equipment.
• Identify problems and issues and respond to complaints or queries and where appropriate refer on to the appropriate supervisor.
• Comply with set quality standards and procedural instructions.
• Identify shortfall in stocks and consumables/basic equipment to ensure that adequate supplies and resources are maintained.
• Where it is identified as necessary handle cash/cash equivalents.
• Comply with college security, stock control, cash‑handling procedures, standards and audit requirements.
• Comply with financial regulations within the IT services.
• Help to ensure through good working practices that the objectives, values and aims of IT Services and equipment and the college are achieved on time.
• Carry out such other relevant and appropriate duties within the framework of a post of this grade that may from time to time be required at a location determined by the needs of the service.
• To make full use of new technology in all aspects of job requirements.
• To attend and participate in section meetings and development groups.

Skills, Knowledge and Expertise

Essential Criteria

• Experience of working with colleagues to set quality standards and service standards to ensure effective operation of cross Group systems and initiatives.
• Experience installing and configuring Microsoft based operating systems and associated applications/services on Desktop equipment at enterprise levels.
• Technical knowledge of network related protocols and infrastructures specifically TCP/IP.
• First hand experience troubleshooting all levels of IT desktop hardware.
• Effective interpersonal and communication skills, both written and verbal.

Desirable Criteria

• Experience of supporting complex enterprise level IT systems in a medium to large organisation.
• An understanding of Information security management and standards.
• Experience of maintaining vendor partnerships, ensuring that service provision is met and value is delivered.
• Experience of working with VMWare Horizons in the configuration and management of a virtualised environment.
• Experience of hosting Microsoft Office 365.
• Experience of administering and configuring backup systems to ensure business continuity via on premise or cloud based solutions.
• Appropriate level and context level 4 qualification suited to this role.
• A good technical knowledge of network equipment and infrastructures.
• Some knowledge of the Aruba (or similar) WiFi controller.
• Some experience of troubleshooting hardware such as routers, switches, hubs, modems, network interface cards etc.