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Data & Technology Services

Support Officer (Teaching Side Support)

Salary from £33,558 to £38,541 pa inclusive with potential to progress to £41,404 pa inclusive of London allowance

This is a fixed term appointment for 2 years.

The London School of Economics is a cosmopolitan university situated in the vibrant centre of London that specialises in the study of social sciences.

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users.

This role will involve providing front line support for LSE technology services within the Teaching Side Support Team. This team handles incidents and service requests across LSE providing a visible and on-site support service assisting users with teaching and AV technology. This role will take a proactive approach to support, often working remotely within a defined cluster of teaching spaces. This role would also be responsible for other AV services such as supporting public lectures and conferences.

This role will work within LSEs lecture theatres and teaching rooms, meeting and learning spaces, supporting technology from large PA systems, digital audio and video to collaboration and video conferencing tools. The role will be supported in developing a rich knowledge of technical skills with an aim to achieving industry accreditation alongside business and customer service acumen.

The main requirements are:

•        Knowledge of AV presentation switching and distribution (switchers, scalers, extenders).

•        Knowledge of conferencing and collaboration software and hardware (MS Teams, Zoom, video conferencing in general, USB AV interfaces).

•        Knowledge Digital Video and of audio systems and audio hardware (microphones, mixers, cables, amplifiers, speakers).

Candidates will

 •        Ensure communication with colleagues both staff and students is effective, informative and pragmatic, including escalating concerns and issues swiftly and effectively to ensure that colleagues receive the best possible customer service including how we handle exceptions.

•        Ensure all equipment is functioning at the start of day.

•        Provide 1st line ‘teaching side’ support to teaching staff and maintain clear links to the central technology teams. This can be a stressful situation for both teaching staff and students so a calm and positive approach is essential.

•        Complete service requests such as managing events or conferences and setting up AV equipment.

•        Run weekly inspections and checks on all computer rooms for LSE including teaching spaces and common spaces.  This will be across Campus.

•        Have the ability to solve ‘on the spot’ problems for students and teaching staff to ensure the smooth running of a class or lecture.

•        Our aim is to resolve as many issues as we’re able to proactively by using the AV monitoring tools at our disposal.

Core hours are 10:00-18:00; but shift work will be expected.

We offer an occupational pension scheme, generous annual leave and excellent training and development opportunities.

For further information about the post, please see the how to apply document, job description and the person specification.

To apply for this post, please go to https://jobs.lse.ac.uk. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email dts.admin@lse.ac.uk.  

The closing date for receipt of applications is Sunday 4 August 2024 (23.59 UK time). Regrettably, we are unable to accept any late applications.