Technician (AV) - #722429

17816BR

University IT

Technical

Advert

Technician (AV)

Within University IT, the Service & Operations Group is responsible for the day-to-day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT Service Desk, Incident and Problem Management, Change, Configuration and Release Management, Service Delivery and Data Centre Operations.

As part of a service delivery team, you will provide a highly professional, friendly and customer focused face to the services offered by University IT. You will be dedicated to the provision of an efficient, effective and quality driven technical support service to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.

Specifically, this role will provide technical support, maintenance, and advice for Audio-Visual equipment (including presentation and capture technologies) and related IT infrastructure within University learning spaces (including lecture theatres and seminar rooms) and collaboration spaces (including meeting rooms and video conferencing suites).

You will provide a highly professional, friendly and customer focused face to the services offered by University IT, responding rapidly to any technical issue that may impact University critical teaching and administrative activities.

Using management tools, you will perform routine monitoring, logging, or reporting tasks. You will contribute to the implementation of maintenance and installation work, including implementing agreed changes and maintenance routines. You will identify operational problems and contribute to their resolution, delivering changes in accordance with agreed standards and procedures.

This post is full-time (35 hours per week) and fixed term for 12 months.

Salary: £26,444 - £29,605 per annum (Grade 4)

Date advert posted: Thursday, 2 May 2024

Closing date: Sunday, 19 May 2024

Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received.

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We therefore welcome applicants from all sections of the community regardless of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

Job Description

The post holder will:

• Provide technical support, maintenance, and advice for Audio-Visual equipment and related IT infrastructure within University learning and collaboration spaces.
• Be responsible for progressing routine and defined tasks associated with operating and controlling the installed hardware and software. This may involve the use of multiple hardware and software platforms, and both local and wide area networks.
• Provide support to colleagues in all aspects of current and correct operational practice, carrying out tasks assigned to you by your supervisor, using personal judgement to resolve the majority of assigned problems.
• Record details of user contacts and tasks undertaken with sufficient information for use in the resolution of subsequent faults and problems.
• Undertake assigned tasks and procedures effectively and efficiently to agreed levels of service.
• Use available monitoring tools and management systems tools, perform routine monitoring, logging, or reporting tasks. Identify and rectify a broad range of operational exceptions and error conditions and deal sensibly and responsibly with unexpected or extraordinary events or incidents, using appropriate methods to inform and escalate where necessary.
• Respond to enquiries or requests for service from users, specialists or others, and effectively resolve a broad range of problems of moderate complexity within defined limits of responsibility or area of specialism, only escalating those which require specialist or management attention.
• Work with users, colleagues and suppliers as appropriate to investigate and diagnose moderate or high impact infrastructure problems.
• Identify opportunities for improvement through delivery of your role, generating proposals for consideration, and assisting with their implementation when appropriate.
• Follow agreed procedures to complete assigned installation and maintenance work associated with infrastructure changes, maintenance routines, environmental and electrical services utilising appropriate tools and test equipment.
• Accept data, media, consumables and other items required for the processing of information and take responsibility for the movement, storage and dispatch of such items as required, and for other routine functions associated with data management.
• Participate in any projects appropriate to grade and/or skill set.
• Have or be prepared to develop an appropriate knowledge/skill level in the current technologies in use and to develop an appropriate knowledge/skill level in any new technologies introduced to their area.
• Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons.
• Perform other duties occasionally which are not included above, but which will be consistent with the role.
  
  

Person Specification

Essential Criteria

Experience

• Substantial experience of working in an IT or Audio-Visual environment with a clear track record of successful delivery.
• Experience of contributing to service delivery through a pool of technician staff, operating in an IT Service Management environment based upon ITIL principles and processes.
  
  

Expertise/Competence/Skills

• Ability to communicate technical information effectively and professionally to a range of customers with varying levels of understanding
• Able to broker relationships and manage the requirements of stakeholders (both internally and externally at senior level).
• Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered.
• Proven ability to work on own initiative, planning, organising and setting priorities for own work with the ability to work flexibly and prioritise successfully under pressure.
• Demonstrable experience of utilising toolsets for monitoring, auditing and reporting tasks.
• Professional understanding of modern Audio-Visual technology and its application in a University / IT services type environment including awareness of current and future trends.
• Effective and innovative contribution to resolution of incident and problem management scenarios.
  
  

Specific Qualities

• A resilient, determined and confident team player, comfortable with making decisions within defined limits of knowledge or responsibility, and highly customer focused.
  
  

Desirable Criteria

• HNC/HND level education in technology and / or business management, or qualified by previous experience.
• Direct University Audio-Visual experience and / or other public sector experience but ideally with some non-public service sector exposure.
• Foundation qualification in ITIL, or similar.
• Welsh Speaker.
• Exposure and or experience of supporting Creston Audio-Visual systems (or similar).
  
  

Additional Information

As an employee of Cardiff University the post holder will:

• Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
• Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work
  
  

Salary Range Min.

26,444

Salary Range Max.

29,605

Job Category

Information Technology

Grade

Grade 4