IT/ AV Technician in Catcliffe

University of Sheffield Advanced Manufacturing Research Centre (AMRC and AMRC Training Centre) is seeking an IT/AV Technician to join its second line IT support team. The role provides second line IT and AV support to a diverse user base across multiple sites via helpdesk, phone, email, chat, and face‑to‑face.

Main Duties and Responsibilities

• Handle queries in person, via remote sessions, telephone, and email for all IT and AV systems.
• Represent the IT support team in discussions with customers, ensuring timely resolution and promoting best IT practices.
• Prioritise own workload, especially queries that significantly impact business.
• Escalate complex technical issues to specialists locally or at the University.
• Maintain a variety of general and specialist IT equipment and software.
• Support use of AV and conferencing technologies for internal and external stakeholders.
• Contribute to technical and security maintenance of devices and asset management via various platforms.
• Facilitate IT support drop‑in sessions across buildings.
• Procure new and replacement IT equipment, software and services.
• Support secure use and maintenance of the organisation’s Windows and Linux estate.
• Assist with high‑priority tasks, incidents or projects, including first line duties as directed.
• Stay updated with emerging technologies and best practices through self‑learning and training.
• Conduct user handovers and one‑to‑one training on new and existing equipment.
• Adhere to AMRC and University governance, architecture and information security best practices.
• Build relationships with IT, Architecture, Digital and University IT Services.
• Assist with updates and maintenance of existing IT platforms and introduction of new technologies.
• Travel across UK sites as necessary; holding a full driving licence is essential.
• Carry out other duties as required.

Person Specification

• Working experience in a team providing efficient IT support in a busy, customer‑focused environment.
• 1st and 2nd line technical support experience within a large complex organisation.
• Knowledge of Microsoft Windows, MacOS, Android, iOS, Linux and other OS for deployment, imaging, fault finding, and resolution (primary focus on Windows).
• Up‑to‑date knowledge of Microsoft 365 and Google Workspace.
• Experience with meeting and conference technologies and audio‑visual installations.
• Understanding of software patch management and cyber security principles, including Cyber Essentials.
• Analytical problem‑solving skills with awareness of long‑term implications.
• Excellent customer service and communication skills, both written and verbal, across all staff levels.
• Compliance with mandatory training and University/AMRC policies (health & safety, information security, procurement, IT/electrical waste).
• Experience working with an incident management tool such as TOPdesk.
• Knowledge of mobile device and endpoint management technologies, OS imaging.

Desirable:

• Experience developing and maintaining a network of contacts and contributing to related communities of practice.

Further Information

• Grade: 5
• Salary: £27,319 – £31,236 per annum.
• Work arrangement: Full‑time, 35h – Open‑ended – Hybrid, flexible options considered.
• Line manager: Senior IT Technician – Team Lead
• Direct reports: None

Benefits

• Minimum of 38 days annual leave, including bank holidays and closure days (pro rata), with purchasing option.
• Flexible and hybrid working opportunities.
• Generous pension scheme.
• Wide range of discounts and rewards (shopping, travel, eating out).
• Staff network programmes (Race Equality, LGBT+, Women’s and Parent’s networks).
• Recognition awards and developmental schemes, including technical career route.
• Family‑friendly policies: paid time off for parenting and caring emergencies, menopause support, fertility treatment support, and more.

We are a Disability Confident Employer. Applicants with a disability will be invited to take part in the next stage of the selection process. This role requires a Government baseline personnel security standard (BPSS) check and a Security Clearance (SC) in accordance with UK National Security Vetting criteria. Candidate must be able to work in the UK without restrictions under UK National Law.