Internal Only - Support Technician - Hybrid and Online Activities

We have a very exciting opportunity for a skilled Support Technician to work within our Executive Education team within Cardiff Business School. The successful candidate will take specific responsibility for supporting Hybrid and Online activities within the School. In line with the School's Public Value agenda, the team supports a broad range of 'outward facing' services to the wider business community and society, as well as supporting our suite of Executive Education programmes and other relevant academic delivery activities. This is a varied position in a fast-paced and vibrant environment. The postholder will provide comprehensive, pro-active and professional user, technical and physical support for the planning and delivery of hybrid and online activities, in particular those relating to teaching. The post holder will also play a key role in ensuring that outward facing events, such as conferences, expert briefings and seminars, run smoothly and seamlessly, maintaining the profile of the School. The role may involve varied hours of work, with a requirement to be present in advance of events, in order to ensure that all set up requirements are in place, as well as the need to be present at the close of each event, to ensure that closing requirements are completed. The successful candidate will have a passion for excellent customer service and an ability to seek solutions and not be afraid to question and challenge in order to make continuous improvements. You will liaise with teachers or other deliverers of hybrid activities to assess their needs and provide guidance and advice on available technologies and suitable approaches to optimise the experience for attendees. Your aim will be to take accountability for all technical issues, in order that presenters are able to focus on presenting. Furthermore, you will oversee the maintenance of the equipment at each delivery location, to ensure all essential items are in full working order from the outset of an event., Outline

• Provide comprehensive, pro-active and professional, user, technical and physical support for the planning and delivery of Cardiff Business School's hybrid and online activities, particularly those related to teaching.
• Provide a similar level of support for online and hybrid conferences, executive briefings, seminars, interviews etc.
• Support a range of on campus events and activities.
Key Duties
• Liaise in advance with teaching, or other, deliverers of hybrid or online activities as to their needs and provide advice and guidance on available technologies and suitable approaches to optimize the experience for on-site and remote attendees, presenters and hosts.
• Work with deliverers to create an appropriate hybrid or online strategy for their activity. Work closely with the wider professional services of the School and University to ensure all required support for the agreed strategy is in place.
• Provide any briefing and training required to the deliverers regarding on the campus and/or online tools and technologies they will be using.
• Set up, check and test systems and adjust room layouts and classroom technologies in advance of planned activities.
• Arrange to be present during the start of each activity or, if there are multiple concurrent hybrid activities, arrange for alternative similar support from the wider Business School professional services team.
• If agreed in advance, provide ongoing monitoring throughout the activity, including liaising directly with online audiences, to ensure that any technical glitches are acknowledged and resolved.
• Undertake proactive briefing and training of the wider School staff in standard tools and techniques for supporting hybrid and online activities.
• Build excellent working relationships and networks with relevant professional services colleagues and teams across the School, College and wider University to enable delivery of the key duties.
• Support the wider work of the Executive Education and External Relations and Facilities teams with appropriate administrative and service delivery tasks related to online, hybrid and on campus teaching and other events and activities.
General Duties
• Be able to demonstrate alignment with the School's values, developed in conjunction with its Public Value strategy.
• Undergo personal and professional development that is appropriate to the role and which will enhance performance.
• Contribute to the wider activities of the School's Professional Services and Professional Services Section.
• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties.
• Abide by University policies on Information Security (including the University's GDPR obligations), Safety, Health, the Environment and Wellbeing (SHEW) and Equality, Diversity and Inclusion (EDI).
• Perform other duties occasionally which are not included above, but which will be consistent with the role.
  
  You will possess impeccable organisation and time management skills, be able to use your initiative, and have strong planning skills. You will possess excellent Microsoft Office skills, and expertise and confidence with online platforms, such as Zoom and Teams, is essential., We are looking for a team player who will work with colleagues to provide a great service to staff and students. You don't need to have worked for a University before; this is an opportunity to show your potential and start or continue your career at Cardiff University., 1. Specialist knowledge and experience of supporting hybrid, online and in-classroom teaching and events platforms, technologies and approaches of different configurations and scales.
2. Detailed knowledge of using Teams as a platform for delivering online and hybrid activities. 3. Experience of selecting, designing and advising others on an optimum hybrid or online delivery approach to suit a given activity or event, bearing in mind the experience of onsite and remote audience and deliverers. 4. Ability to foresee requirements and potential challenges in order to proactively identify and resolve issues, particularly where there are a range of potential options available. 5. Ability to communicate relevant specialist and complex information effectively and professionally to support a range of customers with varying levels of understanding including experience of designing and providing training and briefing sessions to stakeholders with a range of abilities and knowledge. 6. Ability to build internal and external networks and working relationships so as to enable and facilitate excellent service delivery. 7. Evidence of ability to explore customers' needs and the ability to adapt processes and procedures to implement improvements as required to fulfil these needs. 8. Ability to work as part of a busy team, supporting others and playing a pro-active role. 9. Ability to work unsupervised to deadlines, planning and setting priorities for own work. 10. Willingness to work outside of normal working hours, on occasion. Desirable Criteria 1. Experience of working in a higher education environment. 2. Experience of working in an events management environment. 3. Fluency in Welsh, written and oral.

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 who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. 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. Cardiff Business School is particularly looking to recruit from under-represented groups within the School. Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English., Cardiff Business School is a leading business and management school in the UK, holding AACSB and AMBA accreditations and ranked 1st for its Research Environment and 2nd on Research Power (REF2021). The School has a Public Value purpose and focuses on the co-creation of high quality, interdisciplinary education and knowledge that delivers economic, social and environmental value. The School's activities are oriented towards five Grand Challenges: Decent work, fair and sustainable economies, future organisations, good governance, and responsible innovation.