Product Support Senior Technician

Job Number

BU04054

School/Department

Digital Services

Grade

6

Contract Duration

Permanent

Responsible to

Product Support Manager

Overview

Digital Solutions and Digital Infrastructure are responsible for providing, developing and maintaining IT facilities and services across the University, supporting staff and students. We have a good reputation within the University, providing reliable and resilient infrastructure, services, systems and facilities. We pride ourselves on being helpful, friendly, and responsive to user needs.

The Product Support team provides second line support for the University’s business systems, including the Microsoft Office platform, Banner, Unit4 Business World, iTrent, Planon, Student and Tutor Applications, and other in-house systems. The team also administer security and user permissions and provide advice and support on end-user devices.

Purpose of the Job

The Product Support Senior Technician acts as an escalation point for more complex issues and will take lead responsibility for assigned business systems and applications, becoming a recognised Product Support Lead for those services. The postholder will work closely with vendors, internal technical specialists, and first line support teams to deliver high-quality support, maintain technical documentation, share knowledge, and identify service improvements. A key focus of the role is to reduce avoidable Helpdesk demand through proactive problem management, improved processes, training, and better documentation.

Main Duties and Responsibilities

• Provide second line technical support for business applications and systems, resolving incidents and service requests within agreed service levels.
• Investigate complex technical issues escalated from first line support teams ensuring users receive timely updates and clear communication throughout the support process.
• React quickly and professionally to developing critical issues as they arise.
• Monitor recurring issues and identify root causes to reduce repeat incidents ensuring technical documentation is maintained, accurate and communicated.
• Work collaboratively with managers and first line support to develop standard operating procedures for routine support activities.
• Build effective working relationships with Product Owner and Manager as well as system vendors and third-party suppliers, escalating issues and providing train the trainer training where required.
• Act as primary support contact for particular systems, developing in-depth knowledge to assist with operational issues and development across areas of the department.
• Contribute to a shared knowledge and continual improvement culture across the Product Team.

Other Duties and Responsibilities

• The post holder will be expected to participate in performance review and developmental activities.
• The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
• The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions.The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
• The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.

Person Specification

Qualifications/Training

Essential

• 2 AS Levels or 1 A level or NVQ level 4 in a relevant subject area or equivalent experience.

Desirable

• A recognised qualification in IT.
• Undergraduate degree in a relevant subject.

Experience/Knowledge

Essential

• Experience of technical or business support.
• Sound knowledge of Microsoft Office Applications.

Desirable

• Relevant experience in customer support.
• Experience in supporting business systems (e.g. Finance, HR, Student Records).
• Experience of helping user with IT problems in a workplace environment.
• Experience of proactively taking initiatives and improving processes and outcomes.

Skills/Abilities

Essential

• Good customer service skills.
• Strong troubleshooting and problem-solving skills.
• Ability to convey complex information simply and succinctly.
• Strong organisational, written and verbal communication skills.
• Keen attention to detail.
• A willingness and ability to learn new skills and technologies.
• Self-motivated with the ability and initiative to work individually or as part of a team, with willingness to seek help when necessary and work under pressure on occasions.

Desirable

• A collaborative mindset and the ability to work effectively with colleagues across the organisation.
• Ability to explain technical concepts to non-technical users.

Other

Desirable

• The ability to communicate through the medium of Welsh is desirable for this role.

General

We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture.

The University has recently achieved a Race Equality Charter Bronze award reflecting our commitment to building an inclusive and equitable society for black, Asian and minoritised ethnic staff.

We are proud to be a Disability Confident employer.

All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.

All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.