IT Support Coordinator - Newton Abbot - Devon

Working with a great bunch of people (warm-hearted, fun, respectful and inclusive of others), this role is all about providing first/second line help desk support for all employees and to work with external suppliers to develop and implement new IT solutions. The requirements of the job will be many and varied, commensurate with the needs of a dynamic, high growth business. Responsibilities of the role will include but not be limited to:

• Providing first/second line help desk support for all employees ensuring all tickets are logged, prioritised, escalated if necessary, and resolved.
• Managing and troubleshooting the Office 365 and SharePoint environment; keeping up to date with new features and making recommendations to IT Manager for business use.
• Carrying out user account management in an Office 365 environment, including the administration of new user set up and leaver documentation, and new user inductions.
• Hardware troubleshooting and support for all employee laptops & mobile devices, including liaising with third parties for repairs until resolution.
• Set up and configuration of new IP telephones; updating the administration portal as required; logging and ensuring resolution of support tickets.
• Assisting the IT Services Manager in the implementation of the IT Security Policy.
• Responsible, along with the IT Services Manager, in ensuring the smooth running of all IT systems, including anti-virus software, print and email provision.
• IT procurement: responsible for researching competitive quotes for IT hardware and software and recommending purchases to IT Manager.
• Ensuring that software licensing agreements are adhered to.
• Responsible for maintaining the IT equipment asset register, in partnership with the Finance Team.
• Work with the IT Manager to ensure policies and processes are robust, well documented and reviewed regularly.
• Work with the Online Support Team as required to ensure service levels are maintained.

Essential skills, knowledge and experience:

• Experience in a first/second line IT Support desk role in a medium to large organisation.
• Excellent knowledge of Office 365 administration and troubleshooting, including Azure AD.
• Demonstrate in-depth understanding of network infrastructure, in particular wireless, VoIP configuration and VPN set up.
• Excellent understanding of the GDPR (and other related legislation) in a sensitive business environment.
• Good understanding of IT security risks and threats in the work place and how these can be mitigated.
• Experience of installing IT hardware and performing routine fixes where practical.
• Good working knowledge of Windows 10 Pro and Mac OS.
• Have planned and undertaken the testing and subsequent roll out of software across multiple devices.
• Have an industry recognised IT certification (e.g. MCP, CompTIA, ITIL).

Desirable skills, knowledge and experience:

• Use of an enterprise level help desk solution.
• Support of an enterprise level CRM package e.g. Zoho, MS Dynamics, Salesforce.
• Administration of Cisco Meraki mobile device management, or similar MDM software.
• Administration of Ubiquiti Unifi wireless infrastructure.

Person requirements:

• Calmness under pressure.
• Ability to work on own initiative as well as part of a team.
• Excellent customer service attitude.
• Sound troubleshooting/problem solving skills.
• Ability to communicate effectively with technical and non-technical staff.
• Ability to organise, prioritise and multitask, whilst being confident to make decisions in a fast-paced environment.

Package:

• Annual salary dependent on qualifications and experience.
• Discretionary annual pay review.
• Holiday entitlement of 25 days per year plus bank holidays.
• On-site parking.

Employment offer will be subject to the satisfactory outcome of a check by the DBS.