Role: ICT Support Technician (2nd Level) (2 posts)
Department: Digital Services
Grade: 5 (£28,081 - £31,404)
Responsible to: Head of Customer Services and Support
Campus: Belfast
(Permanent / Full-Time)
Closing date: 12th February 2025 at 23:30
Reference number: 032906
- ABOUT US -
We are a university with a national and international reputation for excellence, innovation, and regional engagement, making a major contribution to the economic, social, and cultural development of Northern Ireland. Our core business activities are teaching and learning, widening access to education, research and innovation and technology and knowledge transfer.
- THE ROLE -
Are you passionate about technology and looking to kickstart your career in IT? Join our dynamic Digital Services team as an ICT Support Technician at Ulster University, where you’ll play a vital role in providing essential IT support to staff, students, and visitors across campus. This is an entry level role perfect for individuals looking to grow and advance their skills in a thriving IT environment. This role offers not only practical experience, but ample opportunity for career progression.
As an ICT Support Technician, you will deliver 2nd line IT technical support by resolving a range of IT issues supporting staff, students, and visitors with technical problems based at your campus location. You’ll troubleshoot and solve escalated issues, delivering solutions that keep the university running smoothly. The role requires an understanding of IT Service Management and knowledge of current computing technologies, as entry level post, a training and development plan is scheduled.
You will promptly action incidents and service requests assigned via our IT Service Management tool ensuring appropriate updates and call management is prioritised. This includes working to resolve in a timely manner and providing regular updates to customers. Your important role helps us maintain high customer satisfaction and support the University’s IT needs.
To ensure IT readiness within our campus teaching and meeting spaces, you will undertake relevant checks including health and safety and preventative maintenance, reporting any issues, and providing quick and effective solutions as necessary. You will be expected to stay updated on current technologies, deliver exceptional service, demonstrate technical proficiency, and actively participate with service deployments and projects as directed.
We are proud to be accredited by the Service Desk Institute (SDI) Service Desk Certification (SDC), ensuring that we provide exceptional IT services using global best practices. We’re committed to professional development, so you’ll have access to the resources and opportunities you need to grow, learn, and evolve in the fast-paced world of IT and begin your successful IT career.
- ABOUT YOU -
- Hold an HNC/HND, Foundation degree, NVQ Level 4 or equivalent (or higher), with relevant ICT content, or be in the final 6 months of a degree programme with relevant ICT content.
Or
- Can demonstrate appropriate experience relevant to an ICT Technical Support (2nd Level) environment.
- Evidence of experience providing 2nd level ICT service request and incident management support.
- Evidence of experience in problem analysis and resolution activities in an ICT technical support (2nd level) environment.
- Evidence of experience configuring and deploying hardware and software to a wide customer base including portable devices.
- Sound technical knowledge of desktop and media technologies associated with learning, teaching, and research.
- Evidence of service monitoring experience based on service metrics, key targets and/or SLAs.
- Contributing to an ICT Project team, including updating progress reports/documentation and awareness of project management methodologies.
Further information can be found in the candidate briefing document, available to download from the advert on the Ulster University Jobs portal.
Ulster University holds a Silver Athena SWAN Award in recognition of our commitment to advancing Gender equality. You can read more about what this means on our University website. The University has a range of initiatives to support a family friendly working environment, including flexible working.
The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities. Appointment will be made on merit.