IT Co-ordinator

My client is looking for an IT Manager / IT Co-Ordinator.

This position is a key position within my client’s business and they are just launching their in-house IT Team. For this position you don’t have to have stemmed from an IT Manager position, my client is open to a strong 2nd Line engineer who is looking totake the step into an IT Manager role.

You would be required to come on site full time initially to learn the business / systems / software and then after than initial period, they are happy to be flexible with remote working.

You **MUST** have experience with Macs, Okta / One Identity.

**Key responsibilities**:
: Work with our partner DataJar to provide Mac support when required

: Own all user onboarding & software training for all team members

: Proactive maintenance and administration tasks for the general IT setup

: Work in a user-facing technical support role, giving face-to-face support onsite and deliver excellent customer service to all users

: Own user issues, identifying solutions to resolve service incidents and requests

: Communicate with users on the progress of investigations and planned solutions while managing their expectations

: Maximise issue resolution at the first point of contact

: Make use of the helpdesk analytics to manage & report progress

: Support and educate users with best practice guidelines to encourage self-sufficiency

: Ensure outstanding tickets are regularly updated to reflect their current status

: Assist remote support teams with incident resolution for any onsite devices

: Create standard documentation on common problem resolution, fixes and updating training materials

: Maintain user-facing familiarisation and FAQ documents, 'how-to’ guides and training materials with the latest updates and user guidance

: Contribute to the maintenance of work instructions so they reflect the latest to users is current developments in The Future Laboratory’s technology estate to ensure the advice given

: Liaise with colleagues or external support, utilising their expertise to solve more complex problems while maintaining communications and regular updates to users

: Always seek to facilitate improvements within the team and wider support teams

**Essential skills and experience**:
: Configuring, deploying, troubleshooting, and supporting Macs

: A thorough and recent proficiency in each of the following programmes:
: Software support (Microsoft Office Suite)

: Hardware support

: Audio-visual support

: Create and present training decks

: Minimum two years in a 2nd Line Mac support engineer role

: Expertly able to support Office 365, MS Office Suite (Outlook, Word, Excel, PowerPoint)

: Experience with linux file & LDAP management

: Experience with Okta identity management

: Excellent communicator and ability to teach and coach team members

: Highly organised with an excellent attention to detail and ability to take initiative

: Ability to work alone and self-motivate as well as work as part of a wider team