Technology Support Specialist - Dubai Campus

Technology Support SpecialistGrade and Salary: Grade 5FTE and working pattern: Full timeContract: Open EndedDepartment: Global Information SystemsAbout the TeamThe Global Information Services directorate provides a range of services to support, promote and supply 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 and external users across all five campuses.Detailed DescriptionThe 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 team, overseeing, maintaining and supporting university 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 about 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 responsibilitiesInstall, configure, troubleshoot and repair computers, operating systems and applications related to laptops, PCs, Mac, Thin Clients and make sure users' devices connect 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, take 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.Install 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 PCs or in a PC lab.Provide support for students working in the PC labs.Install, configure, monitor and troubleshoot 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 set up systems, resolve issues or relocate 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 check‑up 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.Provide 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 experienceEducated 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 specialist teams.Proven ability to solve technical or logistical problems.Excellent communication and interpersonal skills.Demonstrable resilience, collaborative and proactive.Heriot-Watt University ValuesOur 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:BelongCollaborateInspireCelebrateAs a learning, living and working institution we use our values as the building blocks of how we go about d