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Network Support Officer

The Information and Communication Technology (ICT) team further comprises the Network and Telephony, Corporate Information Systems, IT Service Support, IT Service Management and Systems teams.

This post is part of the Network and Telephony Team, and under the direction of the ICT manager for Network and Telephony you will be part of a team which is responsible for the operation of the data and telephony network across the university campus locations. Aspects may include, but not limited to the delivery of quality services as well as maintenance and upgrades of existing systems, ensuring appropriate security and end of life replacements. 

The University’s core ICT support hours are 08:30 until 18:00, 7 days a week. The post holder will be required to work 5 days out of 7 and must have a flexible approach to covering absence at short notice. The role would suit a confident individual capable of learning new skills quickly, who is a highly effective communicator with the ability to build good working relationships. S/he will need to be able to work with a high degree of autonomy and manage personal workloads and deadlines. 

Training will be available to assist the applicant in the role, and to develop further skill as the role requires. 

The successful applicant will be required to work across all University sites which are typically within 2 miles of Worcester city centre and will be required to travel between sites on a regular basis. This could involve the transport of equipment and it is therefore desirable that the successful applicant has a full driving licence and either access to personal transport, or be willing to use University vehicles where available.

Closing date: Monday 17 Jul 2017

Reference number: ICT1706 - 3340

Job details

Job details

Band 6 £25,298 - £31,076 a year, with opportunity to progress to £33,943 a year
Full time for 37 hours a week (5 days out of 7 - see * below)
Responsible to
ICT Manager for Networks and Telephony Infrastructure
Responsible for
Interview date
To be confirmed





For information on the Information and Communication Technology department, please visit:

Main duties

Main duties

1. To install, configure, upgrade, decommission and maintain the University’s network hardware and software infrastructure. This includes switches, routers, Cisco Identity Services Engine(ISE) and monitoring services equipment. 

2. To prioritise, diagnose, and resolve/escalate networks faults, anywhere in the University according to agreed guidelines. 

3. To receive, log and investigate technical queries from students, staff, delegates and visitors using the Service Desk system, ensuring all users experience a courteous and professional level of service delivery. 

4. To complete network device configuration management, to ensure all configuration is backed up, and up to date, to allow for the quick resolution of faults. 

5. To produce and maintain documentation, comprising of network diagrams and device configuration files. 

6. To be responsible for the University’s cabling infrastructure, including fibre optic and copper cables. 

7. To ensure hardware and software is installed and kept safe and secure, taking note of health and safety issues and disposed of safely in accordance with relevant legislation and policies. 

8. To act as a point of contact for JISC and other external institutions. 

9. To lead and contribute to projects at the request of the ICT Network and Telephony Manager. 

10. To complete any other appropriate duties as specified by the ICT Manager Network and Telephony Infrastructure.

11. Physical requirements: This post involves lifting and carrying items of equipment. 

*Maintain personal and professional development to meet the changing demands of the job; participate in appropriate training activities and encourage and support staff in their development and training. 

*Take steps to ensure and enhance personal health, safety and well being and that of other staff and students. 

*Carry out these duties in a manner that promotes equality of opportunity and supports diversity and inclusion, and takes into account the University's commitment to environmentally sustainable ways of working.

Person specification

Person specification

Please provide evidence of how you meet each of the essential criteria.

Essential Criteria      

Please provide examples in your supporting statement to demonstrate that you meet the following criteria: 


1. Excellent communication and interpersonal skills in both formal and informal situations, with the ability to establish and maintain good working relationships and communicate complex or detailed technical information clearly and accurately in the most appropriate format to individuals or groups who may have varying levels of technical knowledge. 

2. Excellent analytical problem solving and organisational skills, and the ability to work with minimum supervision e.g. demonstrable experience of prioritising tasks, co-operative working, creative thinking, problem resolution and planning for testing, implementation and review. 

3. Demonstrable experience of working in a support team where you have made a significant contribution in a Network Administration environment, with the ability to work flexibly to meet business needs. 

4. A good understanding of IT service delivery best practice with experience of working autonomously in an IT Service Desk environment, receiving, logging and investigating technical queries within the framework of Service Level Agreements, and escalating incidents and requests as appropriate. 


5. Degree in IT or related field. 

6. Cisco CCNA or experience working in a networking role (at least 2 years). 

7. Demonstrable knowledge and experience of Cisco networking, switching and routing. 

8. Demonstrable knowledge and experience of Cisco ISE or any other network access control solution. 

9. Knowledge and experience of routing protocols. 

10. Proven experience of project management.

Desirable Criteria

1. Knowledge of Solarwinds network monitoring. 

2. Knowledge of Windows server and client administration. 

3. Knowledge of information security. 

4. Knowledge of Firewalls. 

5. Knowledge of Linux. 

6. Full clean driving licence and either access to personal transport, or be willing to use University vehicles. 

Applications from Non EEA Workers:

Prospective applicants are advised to ensure that they are eligible to work in the UK without restriction. 

Prospective applicants in points-based system immigration routes should assess their circumstances against the published criteria, which are set out on the GOV.UK website at

Visit for more information on how you can use a qualification from outside the UK to meet the requirements of the immigration rules. 

Unspent convictions, cautions and bind-overs

The University is strongly committed to the fair treatment of its staff and potential staff, regardless of race, gender, religion, sexual orientation, responsibility for dependants, age, physical/mental disability or offending background. 

In line with the University's policy on the Recruitment of People with a Criminal Record, shortlisted candidates are required to provide information of any unspent convictions, cautions and bind-overs. Applicants are advised to seek independent advice if there is any doubt about the status of a previous conviction, caution or bind-over. Disclosures will only be considered at the point when an offer of employment is made. The existence of a criminal record will not in itself prevent you from gaining employment. 

This is a description of the job as it is presently constituted. This job description is intended to enable a flexible approach to be offered working across the University as required. It is subject to review and amendment in the light of changing needs of the University and to provide appropriate development opportunities. Members of staff are expected to participate fully in discussions about changing requirements and it is the University's aim to reach agreement to reasonable change. If agreement is not possible, it reserves the right to require changes to the job description after consultation with the individual concerned.

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