Responsibilities
- Oversee the day-to-day operations of the IT support team.
- Act as a senior support engineer and extension of the support team.
- Provide direct supervision to the team including evaluations, 1-2-1’s, mentoring, and all other line management responsibilities.
- Be the point of contact for technical support escalations.
- Record and track SLA’s and support team workflows, taking responsibility for meeting SLA targets for yourself and the wider team.
- Work with the Head Of IT Security & Operations to identify improvements to support technical process and team efficiency.
- Provide expert assistance to our customer operations teams in relation to the company’s bespoke internal and customer facing applications.
- Respond to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call.
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Providing training in computer operation and management to our end users.
- Take ownership of upskilling and training the other members of the IT Support function.
- Set up office equipment and assist with office and team relocations.
- Set up new equipment and accounts for new joiners to the business.
- Assist with the management and maintenance of user accounts across multiple platforms.
- Take ownership of managing and maintaining the asset register.
- Provide feedback on processes and help improve these using previous experience.
- Generate documentation on processes and procedures relating to business IT support.
- Be part of an on-call rota.
Benefits
- Private Healthcare including dental and opticians services through Vitality
- Worldwide travel insurance through Vitality
- Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
- Salary Sacrifice Pension Scheme up to 7% match
- Octopus EV Salary Sacrifice Scheme
- 28 days holiday (plus bank holidays)
- Annual Learning and Wellbeing Budget
- Enhanced Parental Leave
- Cycle to Work Scheme
- Season Ticket Loan
- 6 free therapy sessions per year
- Dog Friendly Offices
- Free drinks and snacks in our offices
Work Arrangement
Hybrid
Additional Information
- The role will lead a team across multiple offices. Whilst the primary location will be on-site in the London office, some travel to our other sites, especially Cardiff, Manchester and Brighton, will be required.
