IT​/AV Technician

Overview

The University of Sheffield Advanced Manufacturing Research Centre (consisting of AMRC and AMRC Training Centre) is seeking a highly technical, hardworking, and proactive IT/AV Technician to join our well‑regarded IT support team. The IT/AV Technician will provide second‑line support and advice to a diverse user base via Topdesk, phone, self‑service, email, chat and face‑to‑face. You will join an 8‑person second‑line team, providing a responsive and friendly technical support service to all AMRC staff, including remote support to our larger sites in Wales, Preston and Derby.

Working across the IT team, you will raise and progress issues, build awareness of the team’s activities, processes and skills, and elevate matters where necessary. You will also specify and procure a wide variety of standard and specialist IT hardware, software and services for the IT team and wider business.

• Handle a range of queries in person, via remote sessions, telephone and email for all IT and AV systems.
• Represent the IT support team in discussions with customers regarding potential work, focusing on timely resolution of problems while promoting good IT working practices.
• Prioritise own workload, especially queries that have significant business impact.
• Escalate complex technical issues to specialists locally or at the University as appropriate.
• Use, monitor, and assist with the maintenance of a variety of general and specialist IT equipment, software and services to meet organisational requirements.
• Understand the complexities and use cases of AV and conferencing technologies while supporting use with internal and external stakeholders.
• Contribute to technical and security maintenance of devices (laptops, desktops, tablets, mobile phones and peripherals) and asset management through various platforms.
• Facilitate the regular IT support drop‑in sessions run by the team in buildings across the group.
• Carry out procurement of new and replacement IT equipment, software and services.
• Support the secure use and maintenance of the organisation's Windows and Linux estate.
• Contribute as required to high‑priority tasks, incidents or projects – be flexible in covering first‑ and second‑line duties as directed by the line manager.
• Stay updated with emerging technologies, tools and best practices in the field of IT support through self‑learning and training opportunities.
• Conduct user handovers and limited one‑to‑one training on new and existing equipment.
• Travel to AMRC sites across the UK when required; a full driving licence is essential. Travel and accommodation provisions will be provided where applicable.
• Carry out other duties commensurate with the grade and remit of the post.

Essential criteria:

• Experience of working in a team providing an effective and efficient IT support service in a busy, customer‑focused environment.
• Experience providing 1st and 2nd line technical support within a large, complex organisation.
• Supporting knowledge of Microsoft Windows, MacOS, Android, iOS, Linux and other operating systems for client deployment, imaging, fault finding and fault resolution (primary focus on Windows).
• Up‑to‑date knowledge of the apps and services of Microsoft 365 and Google Workspace.
• Good working knowledge of meeting and conference technologies, along with audio‑visual installations of a complex nature or at high‑profile events.
• A solid understanding of software patch management and cyber‑security principles, including awareness of Cyber Essentials.
• Ability to analyse and solve problems with an appreciation of longer‑term implications.
• Effective customer service and communication skills, both written and verbal, with the ability to communicate to academic, research and technical staff at all levels.
• Undertake mandatory training and comply with relevant University and AMRC policies – including health and safety, information security, procurement, IT/electrical waste and others.
• Experience working with an incident management tool such as Topdesk.

Desirable criteria:

• Working knowledge of market‑leading mobile device and endpoint management technologies, including an understanding of…