Technology Support Specialist - Dubai Campus

Job Posting Title : Technology Support Specialist

Grade and Salary :   Grade 5

FTE and working pattern :   Full time

Contract : Open Ended

Department :   Global Information Systems

About the Team

The Global Information Services directorate provides a range of services to support, promote and supply information, information skills and infrastructure to support a modern research-intensive university in a global setting. This straddles academic library provision alongside a range of technical services and systems such as IT and AV services, systems and support for learning & teaching, research & enterprise, operational effectiveness.

It is an integrated global service, providing services to students, staff, applicants, alumni, external users across all five campuses.

Detailed Description

The IT Support Specialist will report directly to the IT Technical Service Manager (Dubai) and will work as a team member of an integrated IT support specialists in various aspects to oversee, maintain and support university’s computer hardware and software systems, AV services , network and communication systems, resolving technical issues concerning students and staff.

The successful candidate is expected to be passionate in delivering high-quality customer support services, with excellent communication skills. We are looking for those who are technically knowledgeable with hands-on experience in supporting different computer systems, hardware, AV services and other IT related managed services. He / she must be flexible, proactive, and able to cope with different work situations in a collaborative workplace.

Key duties and responsibilities

• Install, configure, troubleshoot and repair computers, operating systems and applications related to laptops, PCs, Mac, Thin Clients / VDIs...etc. and making sure of connecting users devices to the university network (LAN / Wi-Fi) in accordance with the university’s networking policy and standards.
• Configure VPN and remote desktop services where needed.
• Administrate, configure, and troubleshoot university’s print management solution providing needed technical support to users connected to this service. Track the daily status of campus printers and photocopiers taking the needed actions of supplying toners and papers, contact the service provider / integrator in case of any requirement or support needed.
• Configure and troubleshoot telephony system and install / relocate devices where needed, familiar with related network configuration.
• Installing wireless network access points and support in troubleshooting any connectivity issues.
• Install, configure, and troubleshoot auditorium & classroom technologies (AV / Smartboards / IP TV / video conferencing tools e.g. Microsoft Teams; lecture recording; connection to cloud based learning and teaching tools).
• Install specialist software required for teaching purposes on individual PC or in a PC lab.
• Provide support for students working in the PC labs.
• Installing, configuring, monitoring, and troubleshooting systems of (digital signage / PA system / access control / gate barrier / CCTV).
• Support users reporting IT issues face-to-face, via phone, email or through the Helpdesk ticketing system to help setup systems, resolve issues or relocating computer devices.
• Installation, termination and tracing network cables and data points / AV cables where needed.
• Support in tracking IT inventory assets / barcoding / labeling and submitting related reports where needed.
• Participate in all checkup procedures related to the validation of final handover of systems and solutions and submit technical evaluation / reports or recommendations to the direct manager where needed.
• Providing the needed technical support related to university events and ceremonies.
• Participate in the helpdesk service on a rota basis, if required.
• Collaborate with external suppliers who supply IT and AV services to HWU.

Education qualifications and experience

Educated to first degree level in IT, Computer Science or any relevant field, or equivalent practical experience in the workplace.

Demonstrable advanced experience in IT support services – minimum 3 years, including the mentioned duties ideally within an HE environment.

Demonstrable experience in supporting AV services / classroom technologies.

Experience of working in integrated / converged HE information service team.

Knowledge and experience of tracking IT assets and inventory management.

Ability to write up technical evaluations / reports / recommendations.

Knowledge and experience of helpdesk management systems.

Comfortable working with professionals in other specialists.

Proven ability to solve technical or logistical problems.

Excellent communication and interpersonal skills.

Demonstrable resilience, collaborative and proactive.

Heriot-Watt University Values

With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and professionally relevant, leading-edge research, which has made it one of the top UK universities for business and industry.

We are a vibrant, forward-looking university, well known for the quality of our degrees with employers actively seeking out our graduates. Heriot-Watt is also Scotland’s international university with an unsurpassed international in-country presence. We deliver degree programmes to circa 30,000 students in 143 countries around the world, have a further overseas campus in Dubai and boast the largest international student cohort in Scotland.

At Heriot-Watt we’ve created an environment that nurtures innovation and leadership - where our researchers, staff and students can realise their potential and develop their ambitions.

We are proud of our collegiate atmosphere and integrated teaching and research approach which has helped to build a community of committed academics and highly motivated students. Our focus on careers delivers results and we’ve an excellent reputation for graduate employability.

In addition to the Edinburgh campus, we currently have campuses in the Scottish Borders, Orkney, Dubai and Malaysia. For all of our campuses we aim to provide stimulating, supportive environments conducive to effective learning and research, where staff and students can excel. At Heriot-Watt, we have an established set of values that help us to nurture innovation and leadership, and show our commitment to continuous improvement and development in all our activities.

Our values describe our deeply held beliefs and our community spirit. They characterise not only how we are as a higher education institution but also frame how we want to be.

Our values are :

Belong

Collaborate

Inspire

Celebrate

As learning, living and working institution, we use our values as the building blocks of how we go about doing our work and how we each conduct ourselves as members of Heriot-Watt University. They represent what binds us together as a University community and help us to become the best at what we do.