Support Specialist

FTE:1.0 FTE, 37 Hours per week

Duration of Contract: Permanent

Annual Leave: 25 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year

Location: College Lane and de Havilland Campuses, Hatfield

At Herts we don’t just provide opportunities for our students to flourish, we are also committed to creating a supportive and inclusive community that offers a wide range of flexible benefits with something to suit everyone.

Main duties and responsibilities

Working in the Support team as a front-line specialist you will answer queries across all channels including telephone, face-to-face, the Internet and any other channels and locations as required.

You will be required to utilise technical skills and knowledge to deal with complex enquiries, technical clinics, user support and other University-wide services.

Tasks will include installation and configuration, maintenance and demonstration of computing and digital media hardware and software and associated services for students and staff use in accordance with agreed University standards. The postholder shall provide support for MS Windows, Linux, and Mac operating systems, tablets, smartphones, print management, networked suites of computers, image cloning implementation, file storage and networks. 

Skill and experience required

This role requires proven experience of working on front line support within a customer service organisation as well as providing support for the development, operation and delivery of frontline support services. You will have proven skills and experience in setting up, operating and fault diagnosis with a range of user computing and digital media equipment and software, as well as experience of hardware and software installation/maintenance for a range of IT/AV equipment, and a good understanding of the configuration of user software applications and their use across a range of disciplines. Self-motivation and initiative with a “Can-Do” approach to resolving problems are essential in this role along with a high standard of communications skills (oral and written), writing clear procedures & instructions, report writing and presentation skills. You must have excellent interpersonal, advocacy and problem-solving skills with the ability to investigate, gather, collate and analyse information. Strong organisational skills, the ability to prioritise work and to meet deadlines are essential along with the ability to work calmly and systematically in a busy environment as part of a team. Part of this role will require the ability to cope with the physical demands of the work, including moving equipment and being on your feet for much of the day.

Qualifications required

HND/C, Dip HE, Foundation Degree, N/SVQ4 or higher or equivalent expertise and experience

Please view the job description and person specification for a full list of the duties and essential criteria. Click the 'Apply' button above. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

Internal applicants – please ensure you apply via your employee self service portal.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made.

Contact Details/Informal Enquiries: Olivia Mitchell, o.mitchell2@herts.ac.uk or Alan Corbett, a.corbett2@herts.ac.uk

Closing Date: 03 November 2025

Interview Date: TBC

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