IT Technician

The IT Team develops, operates and maintains services including internet connectivity, email, printing, software, over 500 managed desktops (Linux and Windows), bespoke software applications (including software to support mathematics examinations), user helpdesk services, AV systems and support, Wi-Fi, storage, specialist scientific computing support and website management., The Faculty of Mathematics is seeking to appoint an IT Technician to provide IT support services to the Faculty.

• Provide customer service support, acting as a routine contact for requests for support and responding to a range of service requests.
• Provide first line investigation, aid diagnosis and support others to promptly track, monitor, report, resolve or escalate issues.
• Investigate problems in systems, processes and services and assist with the implementation of agreed remedies and preventative measures.
• Install or remove hardware and/or software using standard installation procedures and tools.
• Conduct tests and report malfunctions, documenting results in accordance with agreed procedures, as well as gathering data and supporting investigations of problems and faults relating to the installation of hardware and /or software.
• Report issues with applications, carry out agreed application maintenance tasks and record data to support investigation and resolution of network problems.
• Support the induction of staff members to new IT tools and services as required.
  
  The ideal candidate will join us with:
• experience working in IT or a customer-facing role
• ability to communicate effectively orally and in writing
• ability to manage and prioritise your own tasks
• confidence and tact in dealing with people at all levels
• ability to work on your own initiative and within a team
• ability to follow processes and procedures
• demonstrable experience of working in a Windows environment
• at least two of the following - basic knowledge of IT networking; windows system administration; writing user facing documentation; supporting people in an academic environment; experience of troubleshooting PC hardware
• ability to respond to requests for support via email, virtual meetings, over the phone and in person
• excellent trouble shooting skills
• open attitude to learning and supporting new technologies and embracing change.
We encourage our team to develop relevant skills through training in agreement with the line manager.

The Faculty of Mathematics comprises two closely-linked departments; the Department of Applied Mathematics and Theoretical Physics (DAMTP) and the Department of Pure Mathematics and Mathematical Statistics (DPMMS). Together, the Departments have 97 academic staff, more than 125 contract research staff and just under 90 Professional Services staff. The Faculty is housed at the Centre for Mathematical Sciences on Wilberforce Road, a purpose-built site designed to create a collaborative working environment with both indoor and outdoor workspaces. The site has its own café and is about 20 minutes' walk from either Madingley Road Park and Ride or the city centre., The University has a responsibility to ensure that all employees are eligible to live and work in the UK. The University is unable to issue sponsorship under the Skilled Worker Visa route for this role as it does not meet the minimum skill and/or salary requirements.