Senior IT Support / 3rd Line

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Job description

professional membership organisation dedicated to the advancement of science

Job Description

• To lead and plan the support of users across the business for IT systems and technology, and build organisational processes to deliver this
• To manage the reactive response to users' requests through the helpdesk and ensure timely solutions are provided
• To support the technical development and upgrade of user and infrastructure equipment and the move to cloud services where required
• To proactively train staff and develop their knowledge and awareness of Office365 and other organisational technology platforms
• Support and development of Microsoft365 services, including Intune, SharePoint, Teams and others as adoption is extended
• Technical support for the implementation of upgrade or replacement of business infrastructure systems, including VMware, Telephony, Local and WAN networks, file storage and others as deemed necessary, taking a cloud-first approach where practicle
• Support the implementation of robust security for IT systems
• Administer routine tasks to ensure security and integrity of IT systems
• Conduct internal audits and reviews of IT systems for security purposes
• Escalating incidents for supplier response and managing these incidents
• Managing and reviewing ongoing supplier performance overseeing tender & transition processes where new suppliers are required

The Successful Applicant

• Experience of providing technical support to multiple users of on site and cloud based systems
• Experience of overseeing and managing helpdesk services for users, including allocation or delegation of tasks to colleagues or team members
• Experience of supporting multiple applications and services across remote and office based users
• Knowledge of Office365 as an administrator and implementing the use of features of Office 365 such as Teams, OneDrive, Sharepoint, Outlook
• Good working knowledge of both server based and cloud based applications
• Experience in managing IT security applications
• Experience in developing user guides and training or advising users with applications, especially Office 365
• Experience in monitoring and analysing service or user requests
• Experience of technical leadership of projects or programmes for upgrades, transition of services from providers or from on-site to cloud applications
• Excellent interpersonal skills and demonstrable ability to build and maintain effective relationships with users
• Good organisational skills, with the ability to plan and prioritise work under pressure, meeting deadlines with tight schedules and multiple projects
• Decision making ability
• Good problem solving skills with a methodical approach to solving technical problems
• Good written and verbal communication skills, to provide support via email, telephone, face to face and to develop of written guidance, communicating solutions in clear language to non-technical customers
• Commitment to creating a first-class user experience
• Team player with an enthusiastic approach, and able to work on own initiative

What's on Offer
an opportunity to work with a leading institution

excellent benefits

Contact
Aishah Chaudry

Quote job ref
JN-102559

Phone number