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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