IT Officer - 2nd Line

at  University of Oxford

2 posts
Grade 6: £32,332 - £38,205 per annum
Permanent, full time
The SBS IT Service Desk is the central hub for delivering exceptional on-site and remote technical assistance to our diverse community. As an IT Officer - 2nd Line Support, you will be a key player in providing advanced technical support to our school’s diverse customer base. You will be instrumental in managing complex technical queries, diagnosing faults and developing proactive solutions to ensure the smooth operation of our IT and communication systems.

Key responsibilities:

• Provide 1st, 2nd and occasionally 3rd Line support on all IT incidents and requests through various communication channels.
• Adhere to the ITIL framework by logging incidents and requests, ensuring compliance with all policies, processes and procedures.
• Handle incidents and requests related to network, infrastructure and security, including port patching, server configurations, SSL certificate renewals, compromised account management, Sophos Endpoint and lost/stolen devices.
• Engage in Problem Management to identify and address root causes behind incidents.
• Participate in Change Management to ensure coordinated changes to IT systems.

You will have proven experience in 1st or 2nd line IT support roles, showcasing a wide range of technical skills and proficiency, particularly in troubleshooting hardware, software and network issues within Windows and macOS environments, including Windows 11. You should possess strong knowledge of networking concepts, protocols and troubleshooting tools, with a focus on DHCP and DNS in Windows platforms. Good interpersonal skills, experience in a ServiceDesk environment and knowledge of the ITIL Framework are also required.
You must have the Right to Work within the UK as this position may not amount to enough points under the points-based immigration system in the UK. For more information please visit: https://www.jobs.ox.ac.uk/pre-employment-checks.
Further information on this role can be found in the job description.

The Saïd Business School offers very generous benefits, some of which are:

• Generous holiday allowance of 38 days including bank holidays
• Membership of the Oxford staff pension scheme
• Discounted bus travel
• Subsidised onsite catering
• Cycle loan scheme
• Plus, many other University benefits

• Provide 1st, 2nd and occasionally 3rd Line support on all IT incidents and requests through various communication channels.
• Adhere to the ITIL framework by logging incidents and requests, ensuring compliance with all policies, processes and procedures.
• Handle incidents and requests related to network, infrastructure and security, including port patching, server configurations, SSL certificate renewals, compromised account management, Sophos Endpoint and lost/stolen devices.
• Engage in Problem Management to identify and address root causes behind incidents.
• Participate in Change Management to ensure coordinated changes to IT systems