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.

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.