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- Support the organization's mission, vision, values, and strategic objectives.
- Implement and uphold the organization’s Equality and Diversity policies.
- Take responsibility for professional development and participate in relevant activities.
- Implement safeguarding policies and health and safety responsibilities.
- Contribute to continuous improvement efforts.
- Ensure data handling complies with General Data Protection Regulations (GDPR).
- Maintain the network by handling 1st and 2nd line support tickets for PCs, Thin clients, Whiteboards/Smartboards, Printers, Apple Macs, IP telephones, and physical infrastructure.
- Log and manage incident tickets, keeping users updated and escalating when necessary.
- Provide support for printing and copying devices, including toner and consumable changes.
- Administer Office 365 for users.
- Support telephony systems, including wired IP Phones and Wi-Fi networks.
- Troubleshoot PC and Mac software and hardware issues using appropriate tools for resolution.
- Deploy and manage software on PCs and Macs using systems such as SCCM or Jamf Pro.
- Manage projects from start to completion, liaising with end users, external providers, and support staff.
- Main support hours are Monday to Friday, with two shift patterns:
- 08:00 to 16:00
- 09:30 to 17:30
- Evening shifts on Tuesdays and Thursdays are required on a rota basis, covering until 21:00.
- Educated to GCSE standard or equivalent.
- Minimum of three years of hands-on experience with:
- Windows 10 installation and troubleshooting
- Office 365 administration
- PC hardware support
- IP telephony, hardware, and software
- Strong customer-facing skills and experience with call logging systems.
- Excellent written and oral communication skills, especially when interacting with non-technical users.
- Self-motivated and able to work flexibly as part of a team.
- Shift hours may vary under exceptional circumstances following consultation.
- Flexibility to work at different locations may be required.
- This job description will be regularly reviewed to ensure it accurately reflects the responsibilities of the role.
