Salary: £31,681 - £33,663 per year (subject to job evaluation)
Contract Type: Permanent
Position Type: Full Time
Hours: 35 hours per week
Work From Home: Hybrid
About the Role
You will support the development of digital spaces within the College. This includes the digital enablement of physical spaces through the deployment of end user devices and audio visual equipment as well as the creation and configuration of digital tools and platforms that provide virtual spaces used by learners, staff and external stakeholders.
You will play a key role in supporting the delivery, maintenance and operation of the College’s physical and virtual digital spaces and will act as a technical specialist and escalation point for colleagues within the campus delivery team. This involves engaging with service desk enquiries and supporting End User Computing Technicians to provide accurate and timely responses to end user enquiries.
Adopting a project based approach to your work, you will be involved in cross-functional, cross-campus project teams tasked with improving and enhancing our range of digital tools and platforms.
* With an appreciation of the importance of responding to the needs of end users, you will provide a high quality, customer focused service supporting learners, staff and external stakeholders to make best use of the College’s digital spaces, be they digital enabled physical spaces or virtual spaces delivered using digital tools and platforms.
* Working closely with Learning Technologists you will design, develop and implement new digital tools and platforms as well as enhancements to those already in use within the College.
* To support the timely resolution of more complex enquiries, you will act as an escalation point for End User Computing Technicians within the campus delivery team. This will include providing escalation support to diagnose and resolve issues with:
* Specialist hardware and software used to digitally enable physical spaces including end user devices and audio visual equipment.
* Digital tools and platforms used to create and deliver virtual spaces.
* You will frequently participate in cross-functional, cross-campus project teams tasked with improving and enhancing the range of digital spaces provided by Digital Services. This will involve the deployment of new solutions as well as the maintenance of existing ones. Your role, which will often be to act as a technical expert, will include:
* Designing, testing, piloting and deploying new configurations to hardware and software components used to deliver digital spaces within the College.
* Designing, testing, piloting and deploying new hardware, software, tools and platforms to enhance and improve the digital spaces provided by Digital Services.
* Working with third line support teams and technical specialists within the Product Portfolio area to specify, design and build integrations between the various tools and platforms used to deliver digital spaces.
* Engaging with Faculty and Professional Services teams to understand use cases and collaborating with Learning Technologists and CLPL Advisors to deliver solutions that meet these use cases.
Please refer to the job description which details the full description of the key responsibilities and activities.
Qualifications and Experience
* Educated to HND level or equivalent (SCQF level 8) in a relevant discipline or recent experience in a similar role.
* Proven experience of providing formal and informal training to end users.
* An understanding of blended and active learning, including the use of learning environments and communication and collaboration tools and platforms.
* Experience installing and configuring IT equipment and supporting its use by end users.
* Experience of working with cloud based technologies.
* Experience of using a service desk/help desk within a multidisciplinary team.
* Experience of working with end users to find creative and innovative solutions to problems.
* Professional qualifications e.g. Customer Service (e.g. World Host).
* Microsoft certification.
* ITIL certification.
* Experience of working in an FE/HE environment.
* Experience delivering training to small groups and on a one to one basis.
Skills and Attributes
* Comprehensive IT skills including the use of common software packages.
* Ability to quickly learn to use new tools and interfaces effectively.
* Desire to provide an excellent level of customer service.
* High level of attention to detail and accuracy.
* Pleasant, outgoing personality and good interpersonal skills.
* Ability to work independently and as part of a multi-skilled team.
* Ability to prioritise own workload.
* Excellent written and oral communication skills.
* Ability to explain technical matters in a clear, non-technical way.
* Ability to use own initiative to solve problems.
* Awareness of the range of tools and systems used to support the delivery of online learning.
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