It Support Coordinator

We are excited to be recruiting an IT Support Coordinator to join the Technology team. You’ll work with your team to deliver the goals set out in Join the Club, our ambitious strategy for 2021-2026.

The role requires a positive, proactive, and well-organised individual. The role exists to give excellent support across the organisation, assisting the IT Support Manager to ensure software, hardware and network needs are met.

The successful candidate will have a good knowledge of maintaining IT hardware, in particular laptops and mobile phones, and experience of first line support in an IT role. The role requires good people skills, as the successful candidate will provide front line support to our busy staff members and contractors both in person and remotely. They will have a positive approach, be comfortable with a range of duties that vary from day-to-day and be committed to developing their technical skills further.

Working within the IT team, they will also handle a significant amount of sensitive data and will help to ensure that appropriate protocols are being followed.

The role will best suit someone who:

• Is capable of adapting quickly to new systems and interfaces.
• Has ability to troubleshoot IT issues, using external support where required.
• Has strong Microsoft Office skills.
• Has ability to deal with sensitive issues and to demonstrate strict confidentiality.
• Has relevant work experience or a relevant qualification, e.g., Computer Science degree or Microsoft Certification.
• Has experience using video conferencing tools e.g., Zoom/Microsoft Teams.
• Has experience with basic hardware repairs and fitting parts.
• Has experience with the security of?data systems and cybersecurity.
• Has experience of the Microsoft 365 admin centre.
• Has experience in a customer facing role.
• Has 12 months experience working in a technical support role e.g., IT Helpdesk.
• Has experience of the Azure Active Directory (Azure AD) admin centre.
• Has experience of the Microsoft Endpoint Manager admin centre.
• Has experience of the Apple Business Manager (managed apple IDs) and MDM (Intune, MaaS360 or similar).
• Has work experience in the education/charity sector.
• Adheres to information security policies included in the charity’s ISO 27001 manual and completes information security training.
• Has a demonstrable passion for furthering The Brilliant Club’s mission

Responsibilities

IT Support

• Working with the IT Support Manager to triage and respond to the IT Help Desk, providing a timely response to queries from colleagues.?
• Supporting JML processes (joiners, movers, and leavers) which includes setting up equipment and software for new colleagues, arranging IT kit deliveries, running IT Inductions, disabling leavers accounts, and securely wiping user devices.?
• Supporting the IT team with the set-up of digital tools for remote delivery of our programmes.?
• Ensure hardware is available and well maintained. This may include?basic laptop repairs?fitting parts,?updating phones, setting up desks and liaising with technical teams as necessary.
• Help maintain up to date security of Windows, Office 365 and 3rd party software used by the charity.?
• Support the Salesforce Officer with basic tasks e.g. account creation, users logging in, etc.

Office and remote working support to colleagues and contractors

• Work with the IT Support Manager to ensure staff have the necessary IT equipment in our London and regional offices.
• Arranging couriers and troubleshooting hardware and software issues remotely.

Cyber Essentials certification

• Support the IT Support Manager with the Cyber Essentials certification renewal.?

ISO 27001

• Support the ISO 27001 team with ensuring policies are up to date and adhered to across the organisation.

Wider Support

• Supporting?The?Brilliant Club’s wider activities as a university access charity, e.g. training events.
• Across the charity we all pitch in to help different teams and areas of work. This may mean you attend and support with the delivery of other teams’ activities and events. From time to time, you may also work with another team for a fixed period of time or collaborate on a project to ensure we deliver for the young people we serve. We think this is a good way to gain experiences in different areas of the organisation and enhance your professional skills.

Person specification

Time and Resource Management:

• Excellent organisational skills, with an ability to prioritise and manage time effectively.
• Ability to be flexible and adapt to changing priorities.
• Ability to identify opportunities to save time/resource.
• Manages projects with appropriate levels of time and resource input.

External Stakeholder Knowledge and Management:

• Confidence handling enquiries from external stakeholders and adapting approach to meet different needs.
• Actively shares useful information about stakeholders with internal colleagues at all levels.

Communication:

• Excellent written and verbal communication.

Initiative and Problem-solving:

• Proactive in seeking to enhance processes and identify emerging risks.
• Ability to spot inefficiencies in systems and suggest or implement improvements.
• Responds quickly to solve problems, seeking input from relevant internal stakeholders.

Developing Self and Others:

Self-reflective and committed to own professional development