Job Summary Table of Support Technician

Job Description Summary

The Cambridge Colleges’ Office of Intercollegiate Services is seeking a Support Technician to provide first and second-line support for CASC Business Applications, engage in customer liaison, and contribute to software development and testing.

Responsibilities

• Act as the primary contact point for support requests, handling a broad range of service inquiries
• Provide first and second-line investigation and diagnosis of issues, promptly allocating unresolved problems as appropriate
• Investigate and resolve problems in systems, processes, and services
• Identify and address application issues following agreed procedures
• Conduct on-site and remote training for application users
• Gather user requirements for software development purposes
• Perform user experience testing with individuals and groups
• Contribute to the creation and maintenance of support documentation
• Carry out application testing, including creating and running test automations
• Assist with software development and database management tasks
• Generate routine data and database-related reports
• Network with members of the Collegiate Community to share knowledge and best practices

Benefits and Perks

• Info not available

Company Overview

The Office of Intercollegiate Services (OIS) is the overarching body responsible for supporting the activities of the principal intercollegiate committees at Cambridge University. These include the Colleges’ Committee, Bursars’ Committee, College Development Directors Committee, and the Senior Tutors’ Committee. The OIS aims to further collegiate interests, ensure consideration of common interests, provide support to committees, manage records, facilitate collaborative procurement, and act as the statutory Data Protection Officer for the Colleges.

Company Culture

The Cambridge Colleges foster a collaborative and intellectually stimulating environment. As part of the OIS team, you’ll work closely with various collegiate bodies, contributing to the smooth operation of the university’s administrative systems. The role requires a proactive approach, enthusiasm for problem-solving, and a commitment to excellent customer service.

Career Growth Opportunities

This position offers excellent opportunities for professional development within the IT sector of higher education. You’ll gain hands-on experience with specialized software applications, hone your customer service skills, and have the chance to contribute to software development projects. The role provides a unique insight into the operations of one of the world’s leading universities, potentially opening doors for advancement within the collegiate system or broader IT roles in academia.

Diversity, Equity, Inclusion, and Belonging

The Cambridge Colleges are committed to fostering a diverse and inclusive environment. We welcome applications from candidates of all backgrounds, believing that diversity strengthens our institution and enhances our ability to serve the academic community.

Equal Opportunity Statement

The Office of Intercollegiate Services is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Remote Work Policy

This position is primarily on-site, based in Cambridge, UK. However, some aspects of the role may allow for remote work, particularly in gathering user requirements and providing remote support. The specific details of any hybrid working arrangements will be discussed with the successful candidate.

Application Process

1. Submit your CV and a cover letter detailing your relevant experience and interest in the role
2. If shortlisted, you will be invited for an initial interview, which may include a technical assessment
3. Successful candidates may be asked to attend a second interview or complete a practical task
4. References will be requested for the final candidate before an offer is made

Application Deadline

Info not available

How to Apply

To apply for this position, please visit the Office of Intercollegiate Services job page and follow the application instructions provided.

Social Media Links

Info not available

FAQs or Additional Information

Q: What is CASC?

A: CASC stands for Collegiate Administrative Software Consortium. It’s a part of the Office of Intercollegiate Services that develops and supports specially written software products for the business processes of the Collegiate University.

Q: What skills are most important for this role?

A: Key skills for this position include strong customer service abilities, proficiency in IT support, adaptability to learn new software applications quickly, and excellent communication skills.

Q: Is there opportunity for advancement within the organization?

A: Yes, the role offers opportunities to develop skills in software development, database management, and IT support within the higher education sector, potentially leading to more senior positions within the OIS or broader university administration.

Q: What makes this role unique?

A: This position offers a rare opportunity to work at the intersection of IT and higher education administration in one of the world’s most prestigious universities. You’ll gain insight into the unique software needs of a collegiate university system while developing a diverse skill set in IT support and software development.

The Support Technician role at the Cambridge Colleges’ Office of Intercollegiate Services presents an exciting opportunity for IT professionals looking to make a significant impact in higher education. As a key member of the CASC team, you’ll be at the forefront of supporting and developing crucial administrative software that keeps the wheels of this prestigious institution turning smoothly.

Your day-to-day responsibilities will be diverse and challenging, ranging from providing front-line support to contributing to software development projects. This variety ensures that no two days will be the same, offering constant opportunities for learning and growth. You’ll be the go-to person for a wide range of users, from college administrators to academic staff, helping them navigate and effectively use the bespoke software systems that underpin the university’s operations.

One of the most rewarding aspects of this role is the opportunity to directly influence the user experience of these critical systems. By gathering requirements, conducting user testing, and contributing to development efforts, you’ll play a crucial role in shaping the tools that support the academic excellence Cambridge is known for worldwide.

The ideal candidate for this position will be someone who thrives in a dynamic environment, enjoys problem-solving, and has a passion for technology and its applications in education. You’ll need to be a strong communicator, able to explain complex technical concepts to users with varying levels of IT proficiency. Your ability to work independently while also collaborating effectively with a team will be key to your success in this role.

While the technical aspects of the job are crucial, it’s equally important to understand the unique context in which you’ll be working. The collegiate system at Cambridge is steeped in history and tradition, yet it’s also at the forefront of innovation in many fields. As a Support Technician, you’ll be part of this rich tapestry, contributing your skills to an institution that has been shaping minds and advancing knowledge for centuries.

The opportunity to work in Cambridge itself is another compelling aspect of this role. Known as the ‘Silicon Fen’ due to its high concentration of tech companies and startups, Cambridge offers a vibrant ecosystem for IT professionals. This means that beyond your immediate role, you’ll have access to a wealth of networking and learning opportunities in the broader tech community.

In conclusion, if you’re passionate about IT, eager to make a difference in higher education, and ready to take on a role that offers both challenge and reward in equal measure, this Support Technician position at the Cambridge Colleges could be the perfect next step in your career. It’s a chance to apply your skills in a prestigious setting, continually learn and grow, and be part of an institution that’s shaping the future of education and research.

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