Computer IT Support (Technical) Officer at The Admiralty University of Nigeria

Job Type: Senior Managerial/ Administrative and Support Staff

Overall Purpose

• An enthusiastic and motivated IT professional to provide IT support. Working within a team in the Faculty IT Hub, the post holder will provide telephone, remote and face-to-face support and advice covering a range of IT issues across the Campus.
• The post holder will work with a range of customers, both staff and students, to ensure issues are resolved in a timely manner as well as will build relationships with customers to better understand their requirements and improve the services we offer. The role requires independent working with long and short-term planning.
• A significant proportion of the work will be reactive, thus you will be expected to manage multiple and conflicting priorities on a day-to-day basis and to respond directly to IT requests from staff, students and visitors, either dealing directly or escalating to colleagues as appropriate. Excellent prioritisation, flexibility and customer service skills are therefore essential.

Principal Responsibilities

• Provide reactive IT support to staff and students either face to face or in response to telephone and email enquiries regarding both hardware and software issues.
• Advise staff and students on recommended computing hardware solutions to best meet the individual requirement, giving value for money to the University and ensuring compliance with University information security and procurement policies.
• Requisition and receipt new hardware. Visually inspect equipment for electrical safety compliance and add new hardware to the respective department equipment inventory.
• Setup and install new computing equipment for staff and students.
• Diagnose and fix hardware and software faults on both Windows and Mac computers.
• Perform simple hardware repairs where appropriate. Arrange hardware warranty repairs with suppliers when required.
• Promote and enforce mandatory information security policies within the Faculty by advising staff and students on best working practice when working with data (e.g. appropriate use of network folders, Google Drive etc.). Implement encryption on all mobile devices to protect personal, sensitive data and IP.
• Maintain computers in department open access PC rooms and classrooms, ensuring current University Desktop images are installed and required applications are available for teaching.
• Administer network drives and oversee the management of data storage to ensure its security, availability & accessibility. Oversee the distribution of storage (i.e. manage quotas).
• Use the university help desk and remote support applications to effectively manage customer support requests.
• Support staff in the use of the University’s Learning Management System to create and update web content. When required plan and build site layouts and structures for new content ensuring published pages adhere to the University’s visual identify and web style.
• Arrange hardware disposal in line with University corporate procedure and legislation.
• Ensure secure data deletion in line with University information security policy.

Additional Duties

• Maintaining student laboratories, staff machines and other computing related equipment;
• Maintain specialist teaching and research spaces, such as: fabrication lab, theatre space, motion capture studio, etc.
• Installing and configuring hardware, software and operating systems;
• Responding effectively and efficiently to user support requests
• Resolving and/or assisting with a variety of issues encountered by different kinds of IT users (both staff and students) with varying levels of ability using a wide range of software and hardware, with the ultimate aim of ensuring the effective delivery and support of IT services within the Department
• Having excellent knowledge of Windows and macOS operating systems and a knowledge of Linux and CISCO systems distributions for desktop/laptop computers
• Providing support for software installed on the Department's computers
• Assist students and staff with planning and executing degree shows, conferences and other departmental events

Further Information

• Accountability In undertaking these responsibilities the post holder will clearly be able to delegate specific functions, but not accountability for them, to other individuals.
• Hours: This is a full time post. The nature of the post is such that the postholder will be expected to work flexibly and for such reasonable hours (minimum 40) as are necessary in order to fulfil the duties and responsibilities of the post.
• Leave: 25 days per annum.

Person Specification (Experience & Knowledge)
The successful candidate will need to provide evidence of outstanding professional knowledge and progressive leadership including:

Qualifications:

• First degree level or equivalent
• A good degree in Management Information Systems, Computer Science, Information Sciences or a related field is desirable
• A good understanding of computer systems and hardware; ability to solve problems, diagnose computer faults and troubleshoot, and technical and manual skills to carry out repairs appropriate to the grade. This includes, replacing power supplies, upgrade RAM,CPU and other essential components.
• Experience of working in customer service or frontline role providing reactive IT support via face-to-face interactions, telephone, email and remote desktop.

Communication skills:

• Excellent communication and interpersonal skills with the ability to explain technical issues to non-technical people.
• A helpful, diplomatic and calm manner when dealing with customers who may be anxious about their IT problems or, for example, where English is not their first language.

Team working:

• Flexibility and the ability to work as part of a team and on own initiative.

Problem solving and decision making:

• The ability to develop creative approaches to problem solving and use judgement to escalate problems appropriately.
• Ability to prioritise work and to work with minimum supervision to balance and meet deadlines, plus good time management skills.

Personal effectiveness:

• Experience of developing and maintaining a network of contacts throughout own work area.
• A flexible approach to working and the ability to adapt own skills to new circumstances and develop new skills on the job.