Technical Operations Engineer

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Technical Operations Engineer

Apply remote type No remote locations London time type Full time posted on Posted Yesterday job requisition id R-22874

Salary - £31,772 per annum (dependant on experience and skills)

Grade - F

Contract Type - Permanent/ Full Time

Closing Date - Thursday 27th March :59pm

Job summary

An opportunity work in a uniquely beautiful location as part of a friendly, busy team. As first point of contact for users seeking technical support, we are looking for someone with a proactive approach to troubleshooting and who can talk to people at all levels and abilities with a professional and warm approach. An institution dedicated to learning we require someone with a willingness to self-learn in the role within a supported environment. Become part of a highly knowledgeable motivated team. This is a fully onsite position, providing hands-on experience and collaboration with the team. This role offers a fantastic opportunity to develop and enhance your skills in a supportive environment.

Main responsibilities

• Assist with the installation, configuration, and maintenance of the operating systems, networking, device drivers, security patches, web services, and printing services following institutional standards and best practices.
• Day-to-day support and troubleshooting of core software systems and applications packages in use by the business, staff, student population and visitors.
• Administration of student and staff user accounts; setting up users in the University identity management system assigning access rights, permissions and email accounts, password administration and printing administration.
• Provide problem diagnosis and resolution for a variety of hardware and software related issues. Escalate support issues to specialist technical staff as appropriate.
• Maintenance of the University's hardware and software inventory of computer, Telecom's equipment.
• To provide audio-visual support in classroom/teaching environment, working closely with our ITS audio-visual team.
• To provide a helpful, responsive, and courteous service to all users and to work in co-operation with all sections of ITS and of the University in furtherance of its corporate operational and strategic objectives.
• Escalate to relevant senior managers any problems that have the potential to significantly impact the operations and/or available functionality of the ITS based systems.
• Provide input to the Service Operations/ITS on ways to improve service quality, service levels and services offered.
• Maintenance and holding procedures for incident logging, reporting and generation of statistics; maintenance of knowledgebase articles.
• To ensure records of user contact provide a body of knowledge for the resolution of subsequent faults and problems (Frequently Asked Questions - FAQs).
• To ensure that documentation of the supported systems and software is available and in an appropriate form.
• Liaising with and escalating issues related to the VLE and other EdTech tools used by staff and students to the appropriate specialist teams when necessary.
• Actively seek to implement the University's health and safety policy and give due regard to the health and safety of themselves and others when carrying out duties.
• Actively seek to implement the University's equal opportunities policy and promote equality of opportunity in relation to the duties of the post.
• To undertake any other duties that may reasonably be requested appropriate to the grade and responsibilities of the post.

Experience

• Knowledge of Microsoft Operating System and relevant technologies, Active Directory, group policy and PowerShell. (E)
• Advanced knowledge of desktop & laptop hardware platforms and software applications such as Windows and Mac (D)
• Proven customer support experience with a particular emphasis on technical excellence, ITIL service support processes, escalation procedures and related disciplines (E)
• Experience of using an IT Service Management Tool, for support, and Experience with SCCM, packaging applications for deployment and OS deployment. (D)

Skills, Knowledge and Competencies

• Must have the ability to provide both face-to-face and telephone support and working collaboratively and has a 'can do' mentality. (E)
• Good Knowledge of:
• Windows 10 & 11 Microsoft Server (2019/2022)
• Active Directory SharePoint Office 365
• Apple Mac Virtual Learning Environment (VLE)
• Educational Technology Tools Student Record Systems MS Azure (E)
• Team Player
• Good written and verbal interpersonal skills.
• Effective time management and organisational skills

Please provide a current CV along with a cover letter/statement outlining why you are suitable for the role.

About Us

Galileo Global Education is the world leader in private higher education with a network of 95 campuses in 15 countries.

We educate 170,000 students and learners in diverse subjects, including applied arts, digital, management, and health.

Our mission

"Enable everyone, regardless of their starting point, to unleash their potential and boost their long-term employability through skills education"

Our vision

"Transform the world of education and training by innovating and hybridizing disciplines, pedagogies, schools and geographies"

Our values are: Transparency, Caring and High standards