AV & IT Support Officer

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.

Our ambition is to be the leading IT services group in the HE sector and we are growing our team’s capability in experience/UX, agile development, security, cloud, service management and partnering. We are modernising our technology foundations, digitising the processes of the university to transform experience for students and staff, and partnering across the university to drive differentiation in UCL education and research.

The purpose of the AV and IT Support Officer role is to provide prompt, in-depth, customer-focused 2nd line support to staff, students and honorary contract holders.

The post holder will provide field, phone and remote based support of UCL Managed Desktop, desktops/laptops, mobile devices, networking equipment, audio visual equipment, multimedia equipment, video conferencing, specialist equipment and other peripherals used by academic staff, administrative staff and students.

The post holder will form part of a medium sized team and will be expected to work within virtual teams across other parts of the ISD.

The post holder will possess deep and broad understanding in the following areas:

Audio visual fundamentals

Signal processing, switching and distribution

Fundamentals of cabling conventions, standards and their applications

Knowledge of Video Conferencing

IT hardware including laptops, desktops, tablets and mobile devices Managed Desktop Services using Active Directory, Microsoft Windows, SCCM, Appsense and Ivanti

Operating system support for Windows 10 and OSX

Understanding of work place safety including carrying out informal risk assessments

Experience of supporting large scale conferences and high profile events

Experience of using fault logging system

Experience of network switches, patching and Wireless networks Experience of manual handling regulations

Additional skills:

Excellent problem solving skills including an ability to diagnose complex hardware and software faults

Excellent communication skills

Be able to work under pressure

Professional and supportive towards colleagues, staff, students and others

The post holder will also be able to demonstrate the following ways of working indicators

Responding to colleague, student and stakeholder needs with the intention to provide an excellent service

Building rapport and being comfortable with others across different cultures and background

Working methodically, prioritising and managing tasks

As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women