Printing and Support Specialist

Role Description

Directorate of Technology, Estates & Facilities - (IT Services, Desktop and Printing Team)

The Directorate of Technology, Estates and Facilities [DTEF] is responsible for ‘providing outstanding work, study, research facilities, and facilities to enhance the student experience, on campus and online’. 

This role is part of the Apple, Print & Linux team (APL) within Desktop, Print & Support Services. We deliver high-profile services which are key to the delivery of outstanding teaching and learning and the world class research undertaken at the University. This is a varied and rewarding role which is essential for the successful support and development of all DPS-APL services.

Role

You will be involved in all areas of Apple, Print & Linux providing expert support to staff and students, and collaborating with colleagues to maintain and develop services. The Managed Print service provides all end-user printing at the University using PaperCut management software. The Managed Linux Desktop service is built on Ubuntu LTS and is used in teaching classrooms, on PCs and laptops, and research servers. The Managed Mac service uses Jamf Cloud and provides environments for teaching, offices and research. These are high-profile business systems which serve the entire University and require high levels of security and reliability.

You will be configuring and deploying these services, carrying out maintenance and ensuring ongoing performance and quality. You will monitor the team's case queue, checking all cases which are escalated to us and taking action or assisting senior team members to resolve them. Using your previous experience of desktop support, you will develop and maintain your technical expertise to provide comprehensive 2nd line support to users and departments.

You will be involved in the development and continuous improvement of our services, helping the team both with technology changes and improving the customer experience. You will increase the coverage of our services and reduce the support effort by producing documentation, training materials and by providing feedback to the team. Collaboration with colleagues from all areas of IT Services allows you to share knowledge and contribute to projects.

The role requires some on-site working, sometimes at short notice. We support a hybrid or 100% on-site approach.

Skills, Experience & Qualification needed

• Recent practical experience of operational support in a managed desktop environment.

• A good working knowledge of a range of Desktop Operating Systems.

• Knowledge and understanding of security issues relating to Operating Systems, including patching and encryption.

• Knowledge of configuring and securing print hardware technologies, such as Multifunction devices and Desktop Printers.

• Ability to write detailed technical documentation, with strong attention to detail.

• Ability to analyse technical problems involving multiple systems and services.

• Liaison and collaboration with a range of stakeholders

• Level 3 qualification. (Qualifications at this level include A levels. Please view the full list). We also welcome applicants with equivalent non-uk qualifications or equivalent professional experience.

• Manage small-scale projects.

• Gather, analyse, interpret and report data/information.

• Use digital technologies including Google applications and/or Microsoft Office.

• Communicate effectively in verbal and written formats, including the use of a variety of digital tools.

• Evidence of upholding our behaviours. 

Interview date: 11 April 2023

For informal enquiries: Please contact Geoff Short (Apple Print & Linux Team Leader) at geoff.short@york.ac.uk 

The University strives to be diverse and inclusive  – a place where we can ALL be ourselves.

We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. 

We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork