Senior IT Support Technician IT Services 49866 Grade 5

Position Details

IT Services

Location: University of Birmingham Edgbaston Birmingham UK

Full time starting salary is normally in the range 29647 to 31460 with potential progression once in post to 35388

Grade: 5

Full Time Permanent

2 positions available

Closing date: 5th November 2025

Our offer to you

People are at the heart of what we are and do.

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years andweare equally proud to be recognised as a leading global want to attract talented people from across the city and beyond support them to succeed and celebrate their success.

We are committed to helping the people who work here todevelopthrough our sector-leading Birmingham Professional programmewhichprovides allprofessionalservices staff with development opportunities and the encouragement to reach their full almost 5000professionalservices jobs in a wide-range of functionsin Edgbaston andin our campus inDubai there are plenty of opportunities foryou to be able to develop yourcareer at the University.

We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas innovation and warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we areand how we work.

Supporting our people to achieve a healthy work/life balance is important both to our employees andtothe success of the University and depending on the role we offer avarietyof flexible working arrangements. We therefore welcome discussions on all forms of flexible addition you will receive a generous package of benefits including 40 dayspaid holidaya year one paid day a year for volunteering occupational sick pay and a pension scheme. We also have three high quality subsidised day nurseries.

The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus including main bus routes and a train station on campus we have a state-of-the-art sports centre with pool shopsplaces to eat and drinkour own art gallery museum and botanical gardens.

Find out more about thebenefits of working for the Universityof Birmingham

Role Summary

Senior IT Support Technicians will play a key role within a committed IT Support team providing desktop support side - which will involve extensive customer face to face interactions and visits to deskside primarily providing 2^nd line support to staff and students at the University.

Using your knowledge and experience you will be required to analyse problems identifying the cause and using your judgement to restore function in line with University C&IT standards. You will need to be able to communicate complex IT technical problems and requirements in an understandable fashion to non-technical staff including Department managers academic and administrative staff.

Main Duties

Desktop support

• Responsibility for managing and supporting desktop resources (hardware and software) for users on campus including for high profile academic and professional services staff.
• Obtaining quotes specifying and making recommendations for the purchase of computer equipment and software in conjunction with senior team make recommendations on a Value for Money basis whether to repair upgrade or replace hardware and software in line with overall strategy and standards.
• Liaising with external companies and contractors to ensure prompt and adequate service resolving issues as appropriate.
• Initiating approved disposal mechanisms for redundant hardware.
• Recommend provision of additional network points and undertake IP registration of desktop equipment.
• Playing a key role in the planning and delivery of important projects e.g. the rollout of replacement staff PCs visiting members of staff analysing and specifying requirements assisting with PC procurement and installing and configuring PCs to customer requirements in accordance with IS standards.
• Proactively liaising with other members of the team on the delivery of sub-sets of major projects to ensure that each part of the project is completed on time and does not adversely impact on the overall plan e.g. the roll out of a new application suite to a department.
• Ensuring client desktop connectivity to the campus network in accordance with the Universitys networking standards policy and infrastructure.
• Setting up new users printers and general system administration to ensure access to all networked servers and systems.
• Monitoring the performance of desktop PCs and associated services to ensure reliability and smooth operations of IT systems that are required for all aspects of the work of the customer base as a whole.
• Assisting with the monitoring of central backup services to ensure the security and integrity of the information store.
• Providing 1 to 1 training and advice to PC users either verbally or via written documentation.

General

• You will be responsible for determining your own priorities for your workload and for ensuring you co-ordinate with other team members to meet overall ITS priorities.
• Proactively liaising with members of other technical teams to aid in the timely resolution of IT faults ensuring resolution details are recorded for future reference.
• Troubleshooting problems some of which may require in-depth knowledge and developing and implementing solutions on own initiative. You will need the skills and experience to work on your own initiative to assess problems and judge the appropriate solution referring to more senior team members for in-depth specialist advice as you judge necessary.
• You will use your in-depth knowledge to be fully conversant with all areas of desktop IT support.
• Developing specialist knowledge in one or more areas within the will allow you to provide training to others (including customers) and ensure all job-related knowledge is documented and available to all will write articles for the IT Service Desk Knowledge Base and/or developing server skills where appropriate.
• Making an important contribution to the collective knowledge of the team by staying up to date with new technology and maintaining an up to date overview of hardware and software relating to teaching and learning at the University.
• You may be required to occasionally cover for colleagues offering first line support.
• Undertaking such other duties as may be required from time to time in furtherance of the work of IT Services.
• Supporting equality and values diversity moderates own behaviour to avoid unfair discriminatory impact or bias on others.

Required Knowledge Skills Qualifications Experience

• 5 GCSEs at grade C or above including Mathematics and English (or equivalent level 2 vocational qualifications including demonstrable examples of the required level of literacy and numeracy).
• Significant experience and expertise likely to be demonstrated by building on experience in a role offering front line support in working on a complex desktop support environment or Service Desk involving user support and triaging of calls utilising skills from problem analysis through to implementation of solutions. A Microsoft Certification or other industry recognized IT qualifications would be an advantage.
• A good up to date general knowledge on current trends in IT.
• The ability to work effectively as a member of a team towards quality service goals and deadlines.
• Excellent communication skills coupled with a strong customer service orientation and the ability to tailor responses to specific technical and non-technical audiences.
• Ability to prioritise and schedule workload in the face of conflicting demands.
• Structured and methodical approach to problem solving.
• Knowledge of email and email protocols and of wired and wireless networking protocols.
• Knowledge of security solutions for the protection against and removal of viruses and malware.
• A willingness to adopt and champion new ways of working.
• A willingness to coach and train colleagues in your own areas of expertise.
• Understands the importance of equality and diversity in the workplace.
• Ability to identify and respond to equality and diversity issues in line with relevant policies and procedures.
• Fully conversant and proficient with:
  • Microsoft Windows operating systems;
  • Microsoft Office 20xx and MS Outlook (Exchange) Client;
  • Active Directory.
• Specialised knowledge and support experience in any of the following areas would be an advantage:
  • Mac OS 10.x SCCM and Desktop Applications e.g. Adobe Acrobat Professional. Active Directory User management VB scripting PC printers and peripheral hardware TCP/IP DHCP and mobile devices (smartphones tablets etc.).
• Some exposure to Linux (specifically Debian derivatives such as Ubuntu and RHEL derivatives such as Scientific Linux and CentOS).
• Experience of writing knowledge base articles or other relevant content authoring experience.
• Knowledge of mobile devices including tablets and smartphones.
• Basic hardware skills.
• Some exposure to client and server administration.
• Knowledge of ITIL methodology ideally backed up with a foundation qualification.
• Experience of utilising social media in a professional environment.

Dimensions

You will have no direct financial or staff management role is focused on the delivery of a quality 2^nd line service to customers working collaboratively with colleagues.

Planning and Organising

You will be working in response to more complex customer enquiries and you will need to prioritise your own workload in order to deliver on schedule and at quality.

Problem Solving and decision making

You will use your knowledge and expertise to analyse problems and identify and deploy issues may need you to make recommendations on the implementation of a longer term plan. You will be able to proactively suggest will be able to consult with your manager to discuss non-core work which will need sign off.

Internal and External relationships

You will liaise with a wide range of staff and students and colleagues in the wider IT team in order to ensure the delivery of a quality service.You may need to liaise with external suppliers to discuss hardware specifications.

Informal enquiries to Tag Singh email:

View our staff values and behaviourshere

We believe there is no such thing as a typical member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability which is a key part of our strategy. You can find out more about our work to create a fairer university for everyoneon our website.