Senior AV and IT Support Officer

About us

UCL is a world-leading teaching and research university, often ranked in the top ten in the world with an annual turnover of well over £1 billion. Part of UCL’s vision is to take on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information- and technology-related services to over 50,000 staff and students of UCL and associated institutions.

UCL structure and data platforms which underpin UCL's central IT services, including data centres, cloud compute and storage platforms, networks, telephony, communications and collaboration and enterprise applications. In addition, IT Service and Operations provides an End-to-end Service Management capability, ensuring UCL's IT services are relevant, responsive and resilient.

About the role

The purpose of the AV and IT Support Officer role is to provide prompt, in-depth, customer-focused 2nd line support to staff, students and honorary contract holders.

The post holder will provide field, phone and remote based support of UCL Managed Desktop, desktops/laptops, mobile devices, networking equipment, audio visual equipment, multimedia equipment, video conferencing, specialist equipment and other peripherals used by academic staff, administrative staff and students. You will form part of a medium sized team and will be expected to work within virtual teams across other parts of the ISD.

About you

• Provide prompt, customer-focused 2nd line IT support to staff, students, and honorary contract holders.
• Deliver field-based, telephone, and remote support for IT incidents and service requests.
• Support, troubleshoot, and maintain UCL Managed Desktop environments.
• Install, configure, and support desktop computers, laptops, and mobile devices.
• Diagnose and resolve issues with networking equipment and connectivity.
• Set up, maintain, and troubleshoot audio-visual (AV) equipment.
• Support multimedia systems and video conferencing technologies.
• Maintain and support specialist equipment used by academic and administrative staff.
• Install, configure, and troubleshoot IT peripherals, including monitors, docking stations, and other connected devices.
• Respond to and resolve hardware, software, network, and AV-related technical issues efficiently.

What we offer:

• 41 days’ holiday (27 days annual leave, 8 bank holidays, 6 closure days)
• Option to purchase 5 additional days’ annual leave
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme, season ticket loan, and immigration loan
• Relocation support for eligible posts
• On-site nursery and gym
• Enhanced maternity, paternity, and adoption pay
• Staff Support Service (employee assistance programme)
• Discounted medical insurance

Full details: UCL Rewards and Benefits.

Our commitment to Equality, Diversity and Inclusion

As London’s Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We particularly encourage applications from candidates underrepresented in UCL’s workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and – for Grade 9 and 10 roles – women.

Read more: UCL Equality, Diversity and Inclusion.

Applicants should also familiarise themselves with UCL’s policies on: Prevention of Bullying, Harassment and Sexual Misconduct Policy and Personal Relationships Policy

Customer advert reference: B01-05724

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