The IT Support Manager works within the Darlington based IT Support team.
The role of the IT Support Manager will be to: 1) Work with the Operations and Transition Manager to define and set up the Support and Operations function 2) Provide Support to Hito’s customers (expected to be primarily SaaS but some may be on premises) through the provision of a Technical Helpdesk. This will involve incident response, remote desktop support, bug reporting and handling development requests, ensuring all enquiries and tickets are resolved within agreed SLA’s and displaying a professional, helpful and positive approach to Hito’s clients 3) Ensure that the SaaS service that Hito provides to its customers remains available and healthy 4) Manage and perform the testing of new software releases before release to Hito’s clients
A minor part of the role will be to provide desktop support for the Hito team and management of the cloud services that Hito uses such as Google Apps, Connectwise, and Telephony.
The role reports to the Operations and Transition Manager.
This role is part of the “on call” support rota operated by IT for response to system alerts and urgent client user support requests from time to time outside of normal working hours.
There will also be a requirement to attend Client and other Hito offices on a rota basis to provide support services.
Manage the helpdesk team and function, as an escalation point and key contact for client users, ensuring that users receive appropriate levels of technical support, assistance and training; while providing users with the tools and knowledge to be self-sufficient whenever possible
Ensure client calls, tickets and other communication channels are responded to and resolved within agreed SLA’s
Problem solving, research and diagnostic work to resolve complex issues
Ensuring that Hito’s SaaS platform is meeting its SLAs for availability and responsiveness
Make a leading contribution towards client and team objectives, working on group projects
Assist clients in configuring and designing workflows and business processes in Hito systems
Liaise with and support our developers regarding software issues and changes
Respond to monitoring system warnings and alerts
Proactively operate, monitor and maintain the company’s cloud IT and Telecommunications infrastructure, including security configuration and capacity management
Manage IT assets including hardware, assignment tracking, stock control, mobile device management and software licenses
Purchasing of IT equipment and supplies, contributing during procurement exercises and the selection and evaluation of new technology
Ensure all IT procedures are documented and keep IT records up to date
Help develop processes to ensure the efficiency and effectiveness of the IT department
Meet varied end user requirements, ensuring everyone can work efficiently, providing new MI reports, SQL queries and automated solutions to problems
Take a leading role in documentation and IT re-certification work such as information security, business continuity and disaster recovery planning
Conduct employee IT induction and refresher policy training courses
Ensure data protection compliance, enforce IT policies and access control
Train, support and mentor other team members
Conduct quality assurance testing
Conduct user acceptance testing
Proactively reduce the support load and recurring incidents by addressing root causes where possible
Free up time to contribute to ongoing project work
Extend your knowledge to cover all of the technologies, processes and systems used by users and within the department
Keep the ticketing system and your colleagues updated and to escalate tickets as necessary
To minimise call outs / out of hours support
Deliver on assigned work and projects
Personal qualities, experience and skills
Minimum 4 years of commercial experience providing 1st and 2nd line support to a business critical application in a heterogenous, primarily Windows, Active Directory environment (also including Mac and Linux) including users of Office, Outlook and Chrome
Experience configuring and supporting Android mobile devices
Sound technical knowledge and experience of server operating systems and applications, primarily Linux servers but also Windows Server, Active Directory, virtualisation technology, DNS and web applications
Experience with public cloud services (AWS, Azure, Google)
Sound technical knowledge of IT security tools, networking protocols, software and hardware devices, firewall and VPN configuration, access control, encryption, backups, content filtering, malware and virus defence
Knowledge of standards compliance, data protection and corporate/government security concerns (e.g. ISO 27001, PCI, SPF and IL3)
Excellent SQL writing skills, with data extraction and report writing experience
Ability to correctly and assertively prioritise work, handle a range of different concurrent issues and handle user enquiries efficiently
Excellent communication skills with ability to interact with colleagues at all levels
Script writing and process automation experience
Strong problem-solving and diagnostic skills
Willingness to learn and keep abreast of new technology, to adapt to rapid change in the IT industry, to share knowledge, the ability to work on your own initiative and a focus on completing assigned work in a busy environment are all essential skills for this role
Beneficial experience, skills and qualifications
Configuration and management of heterogeneous computing devices including iPhones, Macbook Air laptops and tablets and common apps
Software development skills
A graduate with a degree in a relevant field
Please provide a list of the types of IT technology and specific software / systems with which you have experience.
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