Job title: Technical Services Officer

Reports to: Site Technical Services Manager

Department: Information Services

Location: The role will be based at the Moulsecoomb campus in Brighton. However, the role will require the flexibility to travel to and work from other university sites and campuses in Brighton (Falmer and Grand Parade), as well as at Eastbourne and Hastings, as and when required.

Grade: Grade 5

Purpose of the role

The role supports IT, Media and Audio Visual (AV) services and facilities on the designated campus working within a converged team as first and second level support. The role will undertake technically complex work in support of the extensive portfolio of services and equipment based at the site.

Line management responsibility for: None

Main areas of responsibility:

Provide specialist technical Tier-2, and where appropriately skilled Tier-3 support for IT, Media and AV facilities at the site, including those in open access computer areas, IT teaching/training rooms and centrally bookable teaching rooms, large University lecture theatres and multi-purpose halls.

Ensure all work undertaken is in accordance with recommended technical processes and procedures and ensure a standard consistent service delivery and security at all times.

Deliver demonstrations and provide one-to-one, specialised technical/learning support sessions, as appropriate, on the various delivered services within the service portfolio.

Proactively respond to and deal with time-critical IT, Media and AV support issues, as logged by the IT Service Desk, ensuring that reported faults and incidents are resolved promptly and within the agreed Service Level Agreement (SLA).

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Undertake routine checks on the operability of all computer systems, and AV equipment; investigate hardware and software faults whilst ensuring all recording and reporting of incidents via the IT Service Desk.

Assist with the maintenance and development of the portfolio of services on the site and as a whole, liaise with appropriate colleagues across departments and schools, ensuring good working practice at all times and feeding back suggested improvements and comments.

Administer printing services, ensuring appropriate stocks of consumable items (e.g. paper, toners, etc.) are maintained and that timely replacements are ordered, undertake maintenance as required and provide training as needed to Tier-1 support staff in covering this function.

Assist the Site Technical Services Manager with approved projects and refurbishments as required.

Assist the Site Technical Service Manager with delegated Health and Safety activity, ensuring compliance in all appropriate codes of practice and guidelines.

General responsibilities

These are standard to all University of Brighton job descriptions.

To undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser grade.

To adhere to the University’s Equality and Diversity Policy in all activities, and to actively promote equality of opportunity wherever possible

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act.

To work in accordance with the Data Protection Act

The person specification focuses on the knowledge, qualifications, experience and skills (both general and technical) required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria. You will be assessed by your completed application form (A), at interview (I) and in some instances through an exercise (E).

Essential criteria A, I, E

Knowledge A strong working knowledge and competence in IT, Media and Audio Visual services, PC and Apple Hardware, Operating Systems and Software, including MS Office and Outlook and a wide range of system support software. 

A clear understanding of the practices, procedures, methods, regulations and standards required in support of IT, Media and Audio Visual services within a university environment. 

Familiarity with FAST recommendations and copyright law in respect of both IT, Media and Audio Visual

A, I, E

A, I

A, I, E

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environments.  An understanding and appreciation of customer service

principles and an ability to work within a busy environment. 

Knowledge of current, relevant health and safety regulations and guidelines; commitment to safe working practices and their implications and keeping up to date on relevant health and safety regulations and procedures; commitment to careful and correct use of equipment and materials, ensuring their maintenance and security. 

A, I, E

A, I

A, I

Qualifications A recognised, relevant qualification and demonstrable competence and depth of knowledge, gained through considerable work experience (at least two years) in the use and support of the specialised equipment and software in use in support of IT, Media and Audio Visual services within a university environment. 

A, I

Experience A sound practical experience of supporting IT, Media and Audio Visual services and facilities within an educational environment, together with a theoretical knowledge to analyse, advise and resolve highly complex problems and issues; Experience of working in a Technical Service Support role; has a good working knowledge of the activities of other areas of the university and external bodies relevant to the role. 

A, I, E

Technical/work based skills

Aware of the information needs of others and committed to providing it; cooperative and persuasive; well-developed written and verbal skills to demonstrate, communicate and advise on difficult information or explain findings of a technical nature. 

Investigative; adaptable; prepared, able to plan ahead.

Can demonstrate a competent experience in the use of current computers, diagnostic software and applications, particularly database, spread-sheet  and word-processing applications, together with specialist software used in Video and Audio editing. 

The post holder must be able to undertake all the physical requirements of the job, such as lifting and moving moderately heavy items such as computers, monitors, video recorders, etc.; extensive use of display screen equipment according to Health and Safety guidelines. 

A, I, E

A, I

A, I, E

A, I

Other requirements Systematic; efficient; meets agreed priorities; Ability to plan and prioritise work several weeks ahead. 

Listens well and considers others' needs and perspectives; can interpret users' requirements; shows awareness of the need to ensure equality of opportunity; able to communicate difficult information of a technical or specialist nature in a clear non-technical way; understands the importance of a professional customer care attitude; demonstrates a professional and confident manner. 

Ability to work collaboratively in a small team, sharing knowledge and respecting experience and capabilities of others; flexible, co-operative, helpful; appreciates own strengths and weaknesses. 

A, I

A, I

A, I

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Flexibility to work outside normal working hours as need arises, subject to authorised overtime; Willingness to participate in covering extensions to the normal working day and/or flexible working hours, in order to ensure adequate support on any site for services and ad hoc events such as conferences, evening events, open days, etc. 

A strong sense of customer service and an ability to empathise with the needs of others. 

A, I

A, I

A, IDesirable An insight into the needs and priorities of students and

staff.  Previous experience of working in an IT, Media and/or

Audio Visual support team. Experience of working in an ITIL v 3 environment. 

Experience of specialist software used in teaching and research in computing or engineering. Experience of Linux operating systems and software deployment.

A, I

A, I

A, I

Any appointment is generally made at the bottom of the salary range for the grade dependent upon experience and previous salary.

This is a full-time post and is fixed term until 31st July 2019. Annual leave entitlements are shown in the table below and increase after 5 years’

service. In addition, to the eight Bank Holidays, there are university discretionary days between Christmas and New Year. All leave, including bank holidays and discretionary days, are pro-rated for part time employees.

Grades Basic entitlement per year Grades After 5 years’ service

1-3 23 days 1-3 28 days

4-7 25 days 4-7 30 days

8-9 27 days 8-9 30 days

More information about the department can be found here Read the University’s 2016 - 2021 Strategy The University has an attractive range of benefits and you can find more information

about them on our website.

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