UOWD9789 - IT and AV Support Engineer

  • Business Unit
    Administration
  • Job Family
    Not Applicable
  • Department
    Information Technology and Telecommunication Services
  • Contract Type
    Limited Contract Full Time
  • Location
    Dubai
About UOWD

The University of Wollongong in Dubai (UOWD) is one of the region’s oldest, most prestigious and forward-thinking tertiary institutions. Our curriculum and teaching practices reflect those of UOW Australia, which constantly ranks among the top 2% of universities worldwide, and are nationally and internationally recognized. Our continuous efforts in providing an education of world-class standards, are evident in our longstanding ranking in graduate employability and also the reason why our graduates are highly sought after by employers.

UOWD is truly a dynamic and diverse institution that offers a broad spectrum of programs in Business, Engineering, Information Sciences as well as Arts, Media and Humanities, aiming to develop graduates who are ethical, agile, technologically literate and ready for multicultural workplaces. Our programs are relevant and industry related with a strong focus on encouraging creative and critical thinking, problem-solving and the development of unique leadership skill sets.

Position Overview

We are looking for an experienced IT and AV Support Engineer to join our university’s technology support team. As an IT and AV Support Engineer, you will be responsible for providing technical support to our faculty, staff, and students for all technology-related issues, including audio-visual (AV) systems.

This is a Full-time position with competitive salary and benefits. If you have a passion for technology and helping others, we encourage you to apply for this exciting opportunity to join our university’s technology support team.

Note: The job description provided above is a general outline of the key responsibilities and qualifications for the IT and AV Administrator role. It may be subject to modifications and adjustments based on the organization's specific requirements and evolving technology landscape.

Key Responsibilties
  1. Respond to support requests via phone, email, or ticketing system from faculty, staff, and students and provide timely and effective resolution of issues

  2. Provide technical support for hardware and software issues, including troubleshooting, maintenance, and upgrades for faculty, staff, and students

  3. Set up, maintain, and troubleshoot IT and AV systems in classrooms, lecture halls, and other areas on campus, including projectors, screens, speakers, microphones, and video conferencing systems

  4. Set up and configure IT and AV equipment for events, including microphones, speakers, and projectors

  5. Troubleshoot and resolve hardware and software issues, including setting up new computers and configuring software applications

  6. Conduct preventative maintenance on IT and AV equipment, including testing and quality assurance, and manage software updates and patches

  7. Work with vendors to coordinate repair and replacement of IT and AV equipment

  8. Provide training and support to faculty and staff on the use of AV equipment, including software and hardware, and assist with troubleshooting issues as they arise

  9. Ensure that IT and AV systems are operational and functional, including testing and quality assurance of equipment, conducting preventative maintenance, and managing software updates and patches

  10. Collaborate with other IT support teams to ensure that technology services are reliable, consistent, and meet the needs of faculty, staff, and students

  11. Manage inventory of IT and AV equipment and software licenses. Update and maintain inventory of It and AV equipment and software licenses, and work with vendors to coordinate repairs and replacements as needed

  12. Collaborate with other IT support teams to ensure consistent and reliable technology services

  13. Attend regular meetings with other IT support teams, vendors, and management to discuss support activity and plan for upcoming projects and events

  14. Document support activities and resolutions in a ticketing system, and provide regular reports on support activity and trends to management

Knowledge, Skills and Experience
  • Extensive professional IT experience; Microsoft certifications an advantage.

  • An in depth up-to-date technical knowledge of all of the following is essential –

    -          Windows 10

    -          Windows Server 2016 and later

    -          Microsoft Office 20xx, MS Outlook (Exchange) Client

    -          Active Directory

    -          Specialised knowledge and support experience in several of the following areas: M365
    Mac OS 10.x operating systems, Linux, VMware ESX, Microsoft SQL Server, IIS webservers, Ethernet, TCP/IP, DHCP, Network switches, AV and mobile devices (smartphones, tablets etc…), Azure

    -          HTML/CSS, Javascript, NodeJs.

    -          Server Side web programing like PHP, ASP, Java

    -          databases like MySQL, MS SQL

    -          basic graphic and web design tools like photoshop and figma

  • Knowledge of email and email protocols, and of wired and wireless networking protocols.

  • Knowledge of security solutions for the protection against and removal of viruses and malware.

  • A good up to date general knowledge on current trends in IT.

  • The ability to work effectively as a member of a team towards quality service goals and deadlines.

  • Excellent oral and written communication, coupled with a strong customer service orientation, and the ability to tailor responses to specific technical and non-technical audiences.

  • Proficiency in Arabic Language will be advantageous.

  • Ability to prioritise and schedule workload in the face of conflicting demands.

  • Structured and methodical approach to problem solving.

  • A willingness to adopt and champion new ways of working.

  • A willingness to coach and train colleagues in your own areas of expertise.

  • A good working knowledge of: Mac OS X, Linux, iOS and Android

  • Knowledge of Equality, Diversity and Inclusion policy matters, and how to actively ensure in day-to-day activity in own area that people are treated equally and fairly.

Also:

  • Experience of writing knowledge base articles or other relevant content authoring experience.

  • Knowledge of mobile devices including tablets and smartphones

  • Knowledge of AV systems, including audio systems, video conferencing equipment, and projection systems

  • Basic hardware skills

  • Knowledge of ITIL methodology, ideally backed up with a foundation qualification

  • Experience with ticketing systems and documenting support activities Ability to work independently and as part of a team

  • Experience of utilising social media in a professional environment

Dimensions

  • You will have no direct financial or staff management responsibility.   The role is focused on delivery of a quality IT and AV service to staff and students, supporting end users and web development, and working collaboratively with colleagues.

 

Planning and organising

  • You will be working in response to more complex customer enquiries and you will need to prioritise your own workload in order to deliver on schedule and at quality.

 

Problem solving and decision making

  • You will use your knowledge and expertise to analyse problems and identify and deploy solutions.  Some issues may need you to make recommendations on the implementation of a longer-term plan.   You will be able to proactively suggest improvements. 

 

Internal and external relationships

  • You will liaise with a wide range of staff and students, and colleagues in the wider IT team in order to ensure the delivery of a quality service.  You may need to liaise with external suppliers.

Qualifications
  • Bachelor's degree in Computer Science, Software Engineering, or a related field.

  • 3-4 years of experience in IT infrastructure management, preferably in a large-scale environment

  • Experience in higher education technology support

  • Familiarity with Crestron, Extron, and other AV control systems

  • Knowledge of video production and editing software

  • Excellent problem-solving and analytical skills

  • Strong communication and collaboration skills

  • Certifications such as MCSE, MCSA, CCNA, CCNP, or equivalent are a plus

  • Familiarity with learning management systems, such as Moodle

Compensation & Benefits

The successful candidate will enjoy interaction with a professional and dynamic team of highly respected educators from over 30 different countries and exposure to students from over 105 nationalities.

The University offers an expatriate package, which is an attractive tax-free salary. The expatriate package includes five weeks of paid leave per year, private medical insurance, life and disability insurance and education allowance for dependents. The University is located in Knowledge Park, Dubai and has excellent teaching, learning and research facilities as well as access to Library resources that meets international standards.

UOWD is an equal opportunity employer that attracts, develops, motivates, empowers, and retains a diverse workforce.

 

To apply:

Please note that only online applications will be accepted. Appointment of the best candidate will be made on the basis of qualifications and relevant experience. Review of applications will begin as soon as possible and will continue until the position is filled.

Closing date 14 April 2024

Note: you will be required to attach the following:
1. Resume / CV

Note: you will be required to attach the following:
  1. Resume/CV
  2. Passport-size photograph