Main purpose of job
To provide IT support to the Company, ensuring timely resolution of user issues and requests across the business. Assist in maintaining and configuring IT systems, hardware, and software, while supporting large projects, process improvements, and user training. Collaborating with the IT team to uphold system security, efficiency, and compliance, driving innovation and continuous development in alignment with business needs.
Key responsibilities, duties and tasks
Be the first point of contact for all incoming IT tickets, issues and requests.
Work alongside with the IT Support & Facilities Manager to ensure rapid response and timely resolutions of IT issues and requests from end users, whether UK-based or worldwide.
Work closely with the IT Team Leader on change requests and large projects to help ensure projects are released on time, with evidenced testing and supporting documentation
Provide remote support sessions to users.
Supporting the IT Team Leader and IT Support & Facilities Manager to:
Configure new software and hardware as required.
Set-up and provisioning of mobile devices and laptops to new users.
Support and maintain user endpoints and office IT hardware.
Provide remote support sessions.
Ensure systems are up to date, operational, and secure.
Perform IT Routine Checks
Maintain office Dashboards
Monitor backups and regular reports (e.g. security reports)
UAT (User Acceptance Testing) for new Projects
Data management tasks e.g. importing records, sample checking
Conduct research on new equipment, ensuring users are issued the most suitable endpoints.
Assisting with other IT related tasks and projects
Key goals and KPIs
Work alongside the IT Team Leader & IT Support & Facilities Manager to:
Take and retain ownership of IT cases/issues through to resolution.
Help maintain the high level of positive feedback received from users.
Help to build on and improve IT system processes, procedures and policies.
General expectations
Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities
Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job, whether that be on-the-job training, in-house training or external training courses
Undertake health and safety duties commensurate with the post and as detailed in the Company’s Health and Safety Policy
Act as an ambassador of the Company and promote the company brand, always displaying a positive image to customers and members of the public
Live and breathe our core values – insight, determination and integrity; deliver to our mission statement and promote the Company’s long-term vision
Adhere to relevant quality and regulatory requirements at all times
Notes
The Company reserves the right to alter the content of this job description to reflect changes to the job, without altering the general character or level of responsibility.
Requirements
Qualifications and training
It is desirable that the postholder has:
Qualification to A-level standard or equivalent
Microsoft or IT-industry Standard qualification/certification
Experience and knowledge
It is essential that the postholder has:
Experience in supporting Windows, Apple and Android-based hardware.
Experience with troubleshooting hardware and software issues.
Experience helping with hardware builds and deployment.
Experience administering and using Microsoft 365 environment as well as Office applications
Basic understanding of maintaining on-premises IT infrastructure and Networking
Basic understanding of working within a Cloud-based environment (Microsoft Azure, Microsoft 365)
Basic understanding of Cloud-based ERP systems (Oracle NetSuite)
It is desirable that the postholder has experience in:
IT Support roles (1st/2nd line)
Relevant product and industry knowledge.
Working alongside all aspects of a business, such as Finance,…