Venesky-Brown's client, a public sector organisation in Edinburgh, is currently looking to recruit a Technology Support Officer until the 6th September on a rate of £165.48/day (inside of IR35).

Responsibilities:

- Second-line point of local expert contact for IT support, including hardware, software, and learning technology, coordinating with the rest of the IT team and acting as a backup for other team members' specialities where needed.
- Support academic and administrative staff members' individual use of SharePoint for Intranet, synchronised storage, or for collaborative working, providing expert advice, ensuring optimal use of the underlying technology and available opportunities, while maintaining a secure working environment.
- Provide desktop support and specialist advice to the School's staff and research student communities.
- Participate in the maintenance of all school IT hardware (desktop PCs, Mac and Windows laptops, iPads), operating systems and applications, using centrally provided managed desktops whenever possible. Ensure equipment is managed via School's IT hardware asset register.
- Participate in major hardware, software, and related process changes by communicating with School staff regarding IS services and local upgrades/changes.
- Represent the organisation on technical working groups and panels. Other duties as required by line manager or Management.
- Plan own work activities to ensure effective service delivery, resolving conflicting timescales and priorities independently
- Critically review and make suggestions for improvements to existing processes and procedures
- Where appropriate, participate in liaison meetings with IS staff and other relevant technology experts
- Liaise regularly with line manager to discuss progress, ongoing issues, and plan improvement of services and local practice
- Assist in projecting and tracking of equipment expenditure, based on agreed replacement cycles and current market value of equipment
- Ensure work is carried out and performed to required time and quality standards
- Respond to urgent problems, crises and service disruptions with the appropriate level of priority relative to long term goals
- Plan the introduction and installation of new systems, and managing the life cycle of existing systems
- Responsible for planning and prioritising own work within agreed overall priorities
- Investigate and analyse technical problems, explore and evaluate solutions using judgement and experience to select best response.
- Provide guidance and discuss with staff to agree appropriate delivery platforms and methods for particular and novel learning technology requirements. Assist with issues of planning and data processing for staff and student support.
- Determine whether to refer to others or resolve problems and issues independently based on experience and workload.
-Use a professional and friendly 'bedside manner' to deal appropriately with inexpert, frustrated, or irate technology users.
- Decide on the best mechanism for resolving technical problems using all the resources available.
- Independently make day-to-day decisions associated with routine support tasks
- Decide when to route support calls and report emerging issues directly to Information Services helpdesk
- Manage staff expectations regarding appropriate use of technology and its capabilities
- Balance ongoing support tasks against projects and other work
- Deputise for line manager when necessary
- Take decisions on good information governance with line manager

Essential Skills:

-A degree in a relevant subject, plus typically 2 years' relevant IT support experience in a mixed OS environment
-or-
- HNC/HND or equivalent level qualifications plus typically 3 years' relevant IT support experience in a mixed OS environment
-or-
-Typically 5 years' IT support experience in a mixed OS environment, demonstrating development through involvement in progressively more demanding work/roles
- Experience of installing, maintaining, troubleshooting and testing computers (Windows and Mac) and associated peripherals.
- Well-developed written and verbal communication skills, and the ability to communicate with a diverse audience, with a wide range of technical expertise.
- Ability to identify, prioritise, plan and manage work independently without direct supervision, and flexibility to accommodate peaks and ad hoc changes in workload.
- Ability to quickly learn to use new tools and interfaces effectively and to liaise effectively with IT professional and administrative staff to secure enhancements.
- Awareness of information security and data protection issues, their application to computing, and the appropriate actions in cases of policy breaches.
- A customer-focused approach to the delivery of services.

Desirable Skills:
- Foundation-level ITIL 4 certification.
- Experience of managing service issues using an enterprise Call Management System.
- Experience in supporting users of the Learn VLE, Collaborate, TopHat personal response software.
- Experience of developing, and knowledge of supporting, Sharepoint-based intranets.
- Knowledge of high-performance and/or cloud computing.

If you would like to hear more about these opportunities, please get in touch.