Job Description

Job Description

Job Description

Salary: DOE

Job Overview:

To provide technological support to the company. To manage the firms third-party help desk and ensure problems are addressed promptly, providing support and guidance as necessary, while keeping management informed at a high level. To guide the internal technical team with the best practice methods for their development and support a range of administration duties to assist with the smooth running of all technology systems.

Job Responsibilities:

• To act as the leading technical point of contact for incidents and more urgent requirements regarding technology issues, queries and requests.
• Ensure that all requests are logged and managed to meet our standards and audit requirements.
• If the team needs assistance and support in performing their duties to meet business needs.
• To be a service owner for some core business services; to manage knowledge development, upgrades and improvements to your service.
• Troubleshoot technology related problems from in-house software to hardware, such as PCs, printers, and mobile devices.
• Facilitate or coordinate a smooth flow of information regarding escalated incidents to the management team.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Always demonstrate an excellent standard of customer service, and to act as a technology ambassador in all dealings with users and vendors.
• Adhere to all technology processes such as incident management, problem management and change management.
• To take the lead in liaising with third party suppliers for additional technical support.
• Ensure all relevant technology records are updated whenever appropriate, e.g. asset database.
• Process procurement and logistic functions, including quotes, purchase orders, shipment of items and filing of relevant documentation relating to projects and escalations.
• Maintain general technology documentation including creating knowledge base articles and procedure documents, FAQs, self-help guides.
• Being aware of cyber security risks that exist and escalate any events or concerns that are encountered. Responsibility for carrying out all tasks in a secure manner i.e. keeping security in mind.
• Encourage staff awareness of cyber security risks and of best practice guidelines.
• Leading the roll-out of new applications, infrastructure and change within the business, including new ways of working.
• Have a detailed understanding of the operation and aim of each system within the application portfolio.
• Continually enhance skills and build knowledge in all aspects of the organization, the business and information systems.
• To manage the third party patching all operational assets.
• Update and maintain support documentation such as the knowledge base.
• Responsible and proactive in knowledge transfer to the IT team and mentor less experienced members of staff.
• Provide technological support and recommendations on technology projects

Skills and Qualifications:

• 2+ years of experience preferred working within a highly dynamic technology environment. A keen interest in technology will be essential, with process and technical training provided as part of this role.Knowledge of the systems and principles listed below would be beneficial:
  • ITIL Problem and Change management processes
  • Microsoft Servers, File servers, DC, SQL
  • Azure & Microsoft 365 tenants, identity, security, mail flow, IdP
  • Mobility & remote access
  • Meraki wired & wireless networking
  • Backup / DR workflows
  • Egnyte document management platform
  • Vulnerability management
• Ability to digest and communicate technical data into business-understandable terms.
• Driven and eager to go above and beyond what is expected.
• Supportive and proactive approach to addressing staff situations.
• Capable of working independently and taking initiative.
• Ability to remain calm and composed in a time-sensitive, high-pressure environment.
  
• Able to manage workload and prioritize task effectively to meet deadlines.
• Strong interpersonal and coaching skills.
• Strong communication skills (verbal & written).
• Strong aptitude for analyzing and solving problems.

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