Job Description

For this role, you will need to have proven experience in 1st and 2nd line support of Windows 10, 11 and Apple desktops and laptops, thorough understanding of desktop and laptop hardware, a good understanding of networking concepts and experience of diagnosing common configuration problems on devices relating to these services. In this role, you will deliver frontline IT/AV support and manage and resolve IT service tickets.

Duties:

Deliver excellent customer service and frontline IT/AV support across multiple channels (email, MS Teams, phone, in person) for Windows, Apple, and Linux devices, including troubleshooting hardware, software, and network issues. Manage and resolve IT service tickets, ensuring accurate logging, prioritization, escalation, and collaboration with local, divisional, central teams, and third-party suppliers. Deploy and maintain IT hardware and software, including imaging, configuration, upgrades, network patching, and asset management of hardware and software licenses. Administer user accounts and access in coordination with directory services, ensuring proper identity and access management. Provide training and IT inductions for staff, students, and visitors, and stay updated through continuous learning, mandatory training, and technical development. Support departmental activities and purchasing by offering IT procurement advice, obtaining quotes, maintaining records, and participating in engagement activities as required.

Selection criteria:

High standard of education to degree level or equivalent, commercial or academic, and have IT support experience. Proven experience in 1st and 2nd line support of Windows 10, 11 and Apple desktops and laptops and have a broad range of technical experience and skills. Thorough understanding of desktop and laptop hardware and the ability to distinguish between hardware and software faults. Good understanding of networking concepts and experience of diagnosing common configuration problems on devices relating to these services. Ability to diagnose and resolve problems with a wide range of software applications particularly the Microsoft Office suite. Ability to keep methodical records, e.g. logging details of problems and solutions in a Service Desk system, asset management records etc. Ability to explain and discuss technical information, in both technical and non-technical language, as appropriate to an audience of mixed technical understanding.

Vacancy ID:

19000

Please be aware that all candidates need to be able to start work immediately and must be able to work on site if required to do so.



Further information can about the Temporary Staffing Service can be found on our website https://www.jobs.ox.ac.uk/temporary-staffing-service