Title: Senior IS Technician
Who we are
Great minds. Innovative solutions.
Be part of a vibrant community that celebrates over 200 years of academic excellence, world-class research, and impactful innovation. Located in the dynamic Bahrain Bay, the University of Strathclyde, Bahrain, offers the same high standards of academic excellence and pioneering research that our Glasgow, UK campus is renowned for.
We currently provide eight undergraduate programmes in Engineering, Science, and Business, with future phases set to expand our offerings in research and innovation. As a leading international technological university, our mission, inspired by our founding principle as ‘a place of useful learning,’ is to make a positive difference in the lives of our students, society, and the world.
Main Activities/Responsibilities:
1. Support, promote, analyse, and deliver the work of the Information Services Directorate by providing a customer-focused information point for all enquiries, maintaining knowledge of Directorate and University services, and managing enquiries through the ticketing system by assessing, resolving, or escalating them as needed.
2. Provide first and second level IT support, assist with IT enquiries, and handle the installation and configuration of desktop PCs, laptops, tablets, and smartphones for access to University services, in line with ITIL, by supporting corporate and site-licensed software, staff PCs, and personal mobile devices, diagnosing hardware and software faults, and updating devices in line with Information Security Policies.
3. Support customers with Multi Factor Authentication (MFA), Windows Virtual Desktop (WVD), Windows Software Centre, Windows Company Portal, Windows Operating Systems, and email issues; provide guidance on software and University systems using remote support tools; manage active directory groups; address virus alerts using Intune in line with Cyber Security policies; advise staff on security compliance; and manage the incident process by assessing, resolving, or escalating major IT incidents.
4. When Library services at the University of Strathclyde, Bahrain are established, provide customer support for a range of enquiries including circulation services (fines, memberships, short loan, digitisation requests), stock acquisition, interlibrary loan (ILL) requests, and access issues to physical and electronic resources.
5. Install and configure new IT equipment, operating systems, and applications/communications software for all Professional Services and teaching staff at the University of Strathclyde, Bahrain, including MS Windows updates, laptop/dock and all-in-one PC setups, issuing IP addresses and testing network connectivity, and installing specialist software.
6. Provide assistance to visitors to University of Strathclyde, Bahrain in line with the University’s policies and procedures for externals and third parties.
7. Perform diagnosis, maintenance, software configuration, and repair on the University's IT equipment; decide when to call third-party maintainers; use Intune to build and configure devices, deliver software packages and updates; use Active Directory groups to control access; manage user accounts; and ensure IT equipment meets required standards.
8. Actively monitor teaching environments to detect and resolve AV system problems early, provide first-line AV training to University of Strathclyde, Bahrain staff, and install temporary equipment as needed.
9. Provide on-site network diagnosis and first line support on network related incidents and requests and escalate second- and third-line network issues to the relevant support agencies.
10. Engage with specialist groups across Information Services and the University to optimise communication and ensure best practices, conduct pre-procurement testing for compatibility, and advise customers on equipment specifications, pricing, delivery, and configuration, raising purchase orders as needed.
11. As with all Library and Information Resources (LIR) staff, you will support the Customer Service Excellence (CSE) initiative and uphold the IS Customer Charter by using process improvement techniques, collecting and analysing data for CSE accreditation, mapping customer journeys, and identifying and initiating service enhancements, often collaborating with other university departments.
12. Undertake duties in line with departmental safety, health and wellbeing arrangements and to attend appropriate safety, health and wellbeing training associated with your respective area of work activity.
13. Undertake other duties as appropriate to the grade and content of the post, as directed by line managers and senior University of Strathclyde, Bahrain staff. This list of duties is therefore not exhaustive.
Please click here for further details.
The University of Strathclyde, Bahrain is a socially progressive institution that strives to ensure equality of opportunity and celebrates the diversity of its student and staff community. Strathclyde is people-oriented and collaborative, offering a supportive working culture with a deep commitment to our equality and diversity.
We strongly encourage applications from candidates of all backgrounds, including women, minorities, and individuals with disabilities.
Qualification Required
Educational qualifications to Diploma / associate degree or equivalent working experience
You’ll be rewarded with:
- Financial Rewards: We provide attractive financial packages, including competitive salaries and relocation support for employees.
- Work-Life Balance: We are dedicated to enhancing healthy work-life balance for our employees.
- Family Friendly Benefits: We offer a variety of enhanced family-friendly benefits to support our employees in balancing work and family responsibilities.
- Career Development: Our commitment to personal development is reflected in initiatives such as professional courses, subsidised educational programs, coaching and mentoring, leadership development, and access to our library.
- Health & Wellbeing: We place high importance on the safety, wellbeing, and health of all our staff.
Application Procedure
Please visit Strathclyde’s vacancies portal and complete an application form. You should also submit a Curriculum Vitae (CV) and a covering letter detailing the knowledge, skills and experience you think make you the right candidate for the job.
The University of Strathclyde is a leading international technological university based in the centre of Glasgow. Inspired by their founding principle as ‘a place of useful learning’, their mission is to make a positive difference to the lives of their students, to society and to the world.