Operations Support Specialist

ROLE And RESPONSIBILITIES

• To provide a high quality, face to face IT service to staff and students. Not all locations will have students.
• Raise, respond, and complete allocated IT tickets raised within the Service Management system which can include:
• Providing one to one assistance to both students and staff in the use of computer hardware and software both provided by GEDU and the students including submission of work.
• Printing and support for ID card production
• Providing technical support in moving and setting up of Audio Visual and IT equipment as required.
• Set up and configuration of PC/laptop equipment with required operating systems installing software and drivers where necessary.
• Troubleshoot, diagnose problems, implement corrective action procedures within prescribed guidelines and/or escalate to other technical resources as appropriate.
• Working with team members to troubleshoot both complex and routine computer issues.
• Performing one-on-one computer training on technology, when necessary, with both students and staff.
• Providing support with password reset issues for both students and staff.
• Follow best practice guidelines in ensuring security and privacy of networks and computer systems.
• To be able to perform tests and evaluations on new software and hardware.
• Ensure the maintaining of records/logs of loan equipment, repairs and fixes and maintenance schedules.
• Provide orientation and guidance to users on how to operate new software and computer equipment.
• Providing general administration support such as printing, filing, processing and collating information as required by the IT department.
• Providing support to both students and staff and being the first point of contact for error reporting, raising tickets as required.
• Travel between campuses may be required to support the needs of the department.
  

Essential Skills And Experience

• High level of customer facing skills to help IT Services provide a friendly, highly competent service to students and staff.
• Good knowledge of internet security and data privacy principles (CompTIA Network+/CompTIA Security+).
• Hands-on experience with installation of operating systems and software, computer networks, network administration and network installation.
• Experience of providing IT Support remotely (by phone, on-line chat) and in person
• Knowledge of service management systems and ITIL best practice.
• Knowledge of technical management, information analysis and of computer hardware/software systems.
• Knowledge of programming languages and operating systems (MS Exchange, Active Directory, and other Windows-based systems), current equipment and technologies, enterprise backup and recovery procedures, and system performance monitoring
• Knowledge with implementing, configuring, and testing solutions.