This role is centered on delivering exceptional IT support services, encompassing advanced AV troubleshooting and network solutions.
* Deliver expert-level troubleshooting and support for AV systems in teaching spaces, meeting rooms, and collaboration environments.
* Ensure seamless lectures, presentations, and hybrid/remote sessions through timely resolution of AV issues.
* Support the implementation and maintenance of Unified Communications services, contributing to positive staff teaching and student learning experiences.
* Provide professional second-level desktop support across Windows and macOS environments.
* Resolve complex issues involving O365 apps (Teams, SharePoint, Outlook, Excel, Word) and general productivity software.
* Perform basic-to-intermediate network troubleshooting, including connectivity, routing, and endpoint issues.
* Collaborate with network teams on escalations when required.
* Service Delivery Administration: Ensure all incidents and service requests are resolved within agreed SLAs and priorities.
* Accurately document incident resolutions, service requests, and project tasks in a dedicated platform.
* Travel to remote sites as required to support the broader AV and desktop environment.