IT Support Officer

Job Description

 

We are recruiting a talented and experienced IT Support Officer to join the Warwick Medical School IT Team, part of the Information and Digital (IDG) Group. This new role has been created due to the growing demand for specialist services to facilitate high-quality teaching and research. We require a highly motivated team member with excellent technical and customer service skills.

This role would suit someone who enjoys problem-solving and working closely with customers to identify and translate their requirements into robust and managed solutions. The successful candidate will prioritize their own varied workload, resolving customer requests and issues, working on projects, providing advice and training to customers, and maintaining records and documentation. The post holder will manage specialist systems and applications for the school including providing support for scientific computing requirements.

Strong experience of supporting customers using Windows systems and related software is essential, knowledge and experience of Apple and Linux systems is desirable. A good working knowledge of data protection legislation and information security best practices is essential.

The role will be based at Warwick University but will also require occasional local travel to NHS sites, there may be the opportunity to work from home sometimes.

In return, we will provide a great range of benefits which include an attractive pension scheme, 30 days holiday per year plus bank holidays and Christmas closure, and excellent learning and development opportunities. Please refer to this link for a full list of our employee benefits here at Warwick here.

Please ensure that your application clearly details how you meet the personal specifications for this role.

To find out more or arrange an informal conversation about the role, please contact Julie Sherriff: [email protected]

Interview date: TBC.

 

JOB PURPOSE

Develop, maintain, and support specialist IT services for Warwick Medical School to meet strategic objectives and facilitate high-quality teaching and research. Provide excellent customer service to staff and students including IT consultancy, training, and guidance in the use of appropriate IT services, processes, and solutions.

The post is one of two similar roles within a small team supporting Warwick Medical School customers. The role will be based at the University campus but will need to visit Coventry Hospital regularly and occasionally other sites.

DUTIES & RESPONSIBILITIES

1. Implement technical solutions to address customer requirements utilizing existing services where feasible and developing new solutions where necessary. This will include requirements gathering, analysis of potential solutions, identifying key options and costsbenefits, planning, implementation, and documentation. It may require research, collaboration, and negotiation with external suppliers and partner organizations (e.g., NHS Trusts).

2. Provide specialist support for scientific computing requirements, ensuring solutions are secure and robust. This includes configuration and support of Linux workstations, virtual devices, and non-standard computers (e.g., in Laboratories). Document solutions and provide training to colleagues.

3. Provide second and third-line technical support to customers, including diagnosis and resolution of issues; installation and configuration of new IT equipment; rapid response to critical issues.

4. Provide advice, consultancy, and recommendations for customers handling personal and special category data (e.g., in Health research). Develop solutions for specific use cases in accordance with university policies, processes, and best practice guidance and provide training and support for end users.

5. Manage provision and support of specialist applications, liaising with customers and suppliers. Acted as technical lead for implementation of new applications as well as support for production applications including configuration, maintenance (including change management of patching and upgrades), incident, and problem management.

6. Identify potential service improvement initiatives, test new technologies, and contribute to the development of services. Develop automation of routine tasks and help improve the effectiveness of problem-solving/solution delivery. Periodically deputize for the Team Leader and provide cover for colleagues. Mentor junior colleagues and casual staff ensuring that services are delivered with good customer service and with regard to ITIL best practices.

7. Maintain technical and user documentation about WMS services, systems, devices, and applications. Provide advice and training to diverse customers with varying levels of IT expertise with regard to IT hardware, software, services, and security.

8. Support for the Apple mobile device management service. This includes Server administration, Application packaging & delivery, OS deployment and updates, and maintenance of device security profiles. Responsibilities include system security, backup and disaster recovery, capacity planning, change management, documentation, training, and ongoing development of the service.

9. Other duties commensurate with the scope and grading of the role.
Out-of-hours and weekend work may be required on occasion, for example at the start of the academic year. Overtime or time off in lieu will be available to reflect this.