ICT Support Officer (Fixed Term)
Fixed Term - Full Time £35,451 - £41,406 / yearJob Overview
One of the Colleges of the University of Oxford, Brasenose College has over 650 students and a reputation for excellence academically in teaching, research, and as a conference venue. Reporting to the ICT Director, the key responsibilities of the ICT Support Officer will be:
1. Providing quality IT support to end users (including staff, Fellows, conference guests, and students).
2. Audio Visual support for teaching rooms and some events.
3. Assisting in support of existing data management systems (including SharePoint, OneDrive, Teams, submission portals and email (Outlook 365) etc.).
4. Assist in supporting smooth daily running of college networks, servers, and other key systems. This can include setting up new users and removing leavers on multiple systems.
5. Enforce & monitor compliance of the college’s ICT security strategy at end user level.
6. Depending on experience, opportunity to run some internal ICT Office projects.
1. Providing quality IT support to end users (including staff, Fellows, conference guests, and students).
2. Audio Visual support for teaching rooms and some events.
3. Assisting in support of existing data management systems (including SharePoint, OneDrive, Teams, submission portals and email (Outlook 365) etc.).
4. Assist in supporting smooth daily running of college networks, servers, and other key systems. This can include setting up new users and removing leavers on multiple systems.
5. Enforce & monitor compliance of the college’s ICT security strategy at end user level.
6. Depending on experience, opportunity to run some internal ICT Office projects.
Main Duties and Responsibilities
1. Quality ICT Support for End Users
1.1. Deliver effective and efficient IT support for all college customers, including wireless connectivity assistance, software installs, system trouble-shooting and new starting IT inductions.
1.2. Aid in ensuring all system configuration conform to Brasenose College’s operational, security and relevant ICT regulatory requirements.
1.3. Research and find technical solutions to a wide range of problems in a heterogeneous ICT landscape.
1.4. Investigate ICT security incidents, analysing logs and processes. Hardware and software deployment of college owned and operated equipment - including staff or Academic terminals, printers, and publicly accessible PCs, including in the public computer rooms.
1.5. Guest network support & management to all college visitors in a multi-vlan environment.
1.6. End user support and deployment of Teams telephony.
1.7. Audio-visual: the setup, maintenance of and user support for the College audio-visual facilities
1.8. Responsibility for reviewing, updating & creating Group Policy & Active Directory objects in relation to end users and their devices.
To advise & demonstrate to conference organisers and guests the audio-visual and information technology facilities available to them.
2. Supports of Data Management Systems
To advise & demonstrate to conference organisers and guests the audio-visual and information technology facilities available to them.
2. Supports of Data Management Systems
2.1 Support both end user and local system owners in a variety of SharePoint based systems.
2.2. Support and encourage users in use of OneDrive & MS Teams to both store and share relevant files and folders.
2.2. Support and encourage users in use of OneDrive & MS Teams to both store and share relevant files and folders.
2.3. Create, edit and manage a variety of data collection tools (e.g. MS Forms, submission portals)
2.4. Help users with email related issues and incidents.
3. Assist the IT Infrastructure Manager & Senior IT Officer to (as required):
3. Assist the IT Infrastructure Manager & Senior IT Officer to (as required):
3.1 Setup & manage college terminals, servers, switches, Wireless Access Points (WAPs) and CCTV cameras.
3.2. Support the maintenance, testing and implementation of aspects of the college’s Disaster Recovery Plans (DRP).
3.3. Carry out basic maintenance on secure services in both local Virtual Infrastructure environment & Cloud to the standards set out in the college’s ICT procedures and policy documents.
3.4. Active role in maintaining & testing the college’s Major Malware Incident Plans. All IT staff must be effective early responders to potential major malware incidents independently.
3.5. Manage, monitor and remediate end user security issues and needs using tools such as Sophos Anti-Virus, Heimdal patch management or Mobile Device management tools.
3.6. Manage and monitor basic end user issues and requests regarding Firewall and Global Protect VPN management.
4. General
4.1. In conjunction with other ICT staff, ensure the effective oversight and completion of tasks allocated to the ICT Office on a daily basis.
4.2. To undertake any other duties, consistent with the purpose of the job, as may from time to time be assigned by the ICT Director.
Person Specification:
Essential
- Enthusiastic ‘can do’ attitude to helping college members with their IT & AV needs.
- Excellent customer service and communication skills
- Good understanding and knowledge of Active Directory, DNS, SQL, DHCP, Group Policy administration, and PowerShell.
- Sound working knowledge of currently supported Microsoft operating systems (client side) and Office products
- Ability to work independently on a ticket support queue; managing customer expectations, time management and responding to feedback.
- Some experience in managing enterprise class switches and firewalls.
- An understanding of IP Networking including VLAN and NAT implementations.
- The ability to interact effectively with staff at all levels in a calm professional and helpful manner
- An aptitude and tenacity for problem solving
- The ability to learn new skills and systems quickly
- The ability to prioritise work effectively while working under pressure
- Ability to work as part of a team
Desirable
- Some administrative experience of a Hyper-V virtualised server environment
- Some administrative experience of Brocade switches and Palo Alto Firewalls (or equivalent)
- A working knowledge of the University of Oxford and the Collegiate environment.
- Some experience of providing IT support in a Further/Higher Education environment.
- SharePoint: Some experience in using MS SharePoint.