Reporting to the Technology Lead, this position has responsibility for supporting a Property Management Business with day-to-day support, assisting on project work and working within a newly formed IT Team. This includes responsibility for delivering a best-in-class customer service delivery model, whilst adhering to internal SLA’s and objectives.

Main responsibilities:

IT Helpdesk Support:

• Responsible for the end-to-end management of IT Helpdesk Tickets, including fielding support calls, managing and updating support tickets, managing SLA’s
• Responsible for onboarding new employees to the business, including creation of user accounts and configuration of any related IT hardware
• Responsible for onsite support in our Glasgow and Northern Offices (Aberdeen and Inverness); visits to the Northern offices will be planned in advance where possible
• Responsible for identifying IT Helpdesk trends, including proactive solution finding for recurring issues
• Responsible for managing and supporting IT networking hardware, such as firewalls, routers, switches and access points
• Responsible for managing alerts from our network monitoring system, for example, server/switch outage

IT Project Work:

• Responsible for assisting the Technology Lead on any IT Projects that the department are currently undertaking, including but not limited to: server migrations, acquisitions, office moves
• Responsible for identifying future projects, such as efficiencies within departments, additional tooling / systems requirements

Record keeping:

• Responsible for managing the IT Asset Register, including updating the Asset Register with new hardware and changes
• Responsible for creating, updating and managing an internal documentation platform
• Responsible for managing internal SLA’s on tickets
• Responsible for managing resolution notes on tickets

IT System Management:

• Responsible for day-to-day management of various IT systems, including but not limited to: Secure Email Gateway, Endpoint Detect & Response, CRM application, Microsoft 365, RingCentral

Specific skills, capabilities & requirements:

• Previous experience in an IT Helpdesk role (2+ years)
• Previous experience of managing and supporting Microsoft 365; including Entra ID, Exchange Online, Endpoint Manager & Compliance center
• Previous experience of managing network hardware, such as firewalls, routers, switches, and access points preferred
• Preferred vendor experience: Fortinet & Unifi
• Previous experience of public cloud preferred
• Preferred public cloud: Microsoft Azure
• Strong communicator
• Ability to work well as part of a team
• Ability to work to SLA’s
• Works well under pressure
• Previous experience using a CRM based system preferred
• Ability to drive preferred, but not essential

Please apply now for an immediate interview.