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The IT administrator role is responsible for a range of administration and support activities across the organisation. The individual will work with both the IT technical teams and Project teams with the responsibility for delivering desktop and network support for the business as well as working on key service projects. The role will focus on providing an ongoing improving support service to the business.
IT Network & System Administration Tasks
- Manage the onboarding and off-boarding of all user accounts according to company policies and procedures.
- Manage user account permissions and access rights in accordance with best-practices regarding privacy, security, and regulatory compliance.
- Setup new starter computers, including configuration and software installation.
- Timely support and management of support tickets raised by users, by solving their queries within the agreed service level.
- Identify, troubleshoot and resolve hardware and software problems on employee workstations and escalate incidents as necessary. Including notifying staff of current issues and expected resolution timescales.
- Coordinate with IT Technical team, Desktop Engineers and System Administrators to determine and resolve problems received from users.
- Assists staff with the installation, configuration, and ongoing usability of computers, peripheral equipment and software within established standards and guidelines.
- Hardware, software and network asset management and consolidation as well as related documentation and technical specifications information.
- Develop, document, and maintain all IT support service processes and procedures for existing as well as new IT support services.
- Recommending and performing upgrades on systems to ensure longevity.
- Provide training sessions and workshops for all employees when new IT service applications are released. Including conducting training sessions for new employees during their induction week.
- Creating and maintaining training material & documentation.
- Gather feedback from staff to gauge user satisfaction with the IT support service and then implementing support service improvements based on feedback.
- Support IT & Project management teams throughout project lifecycles. Including but not limited to documentation, testing, user training and requirements gathering.
- Assist IT infrastructure and service desks teams with global PC and network projects, tasks and implementations, being their point of contact in the UK office.
- Conduct research on products and services in support of improving business activities and systems.
- Availability for on-call and out of office hours work for scheduled and unplanned maintenance.
- Schedule and perform network improvements, upgrades, and repairs as well as ensure network connectivity of all workstations.
- Appropriately notify key stakeholders for all scheduled and unplanned maintenance.
- Working with vendor support contacts to resolve technical problems with computing equipment, software and hardware.
- Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application services and administrative systems.
- Telephone system and hardware maintenance, set up and support.
- Ensure office equipment is organised tidily and kept in the correct place. Such as pool laptops, spare peripherals all well organised. Ensuring the server room is kept tidy and equipment stored appropriately.
- Ordering of computer hardware and peripherals.
- Ensure meeting rooms are tidy and set up correctly for audio and video conferences.
- Setup audio and video conferencing equipment for company updates.
- Maintain and update values badges leader board.
Facilities Support Tasks
(Minimal amount of time will be required for this support and cover for Office Administrator will be shared with HR Administrator)
- Assist Facilities Coordinator in desk moves or helping plan office moves
- Cover some Facilities Coordinator tasks in times of their absence, such as:
- Support the maintenance and monitoring of the air conditioning system
- Liaising with Office maintenance team
- Setting up and maintaining business accounts
- Ordering Stationary & Kitchen supplies
- Arranging any ad hoc external meetings & booking conference facilities
- Maintaining internal meeting rooms booking system
- Ordering of catering for internal meetings
- Open and distribute all incoming post
- Log foreign translation books
- Send books to authors
- Door Code maintenance
- Accountability: Accepts responsibility for own actions and decisions and demonstrates the commitment to accomplish work in an ethical, efficient and cost-effective manner.
- Adaptability Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment.
- Customer focus: Seeks to understand internal and external customer needs, and puts this at the heart of decision making. Is able to get inside the mind of the customer, and can be interested in the same things as our customers.
- Innovation and change: Introduce fresh insight and ideas, continually seeking improvement
- Co-operation and influence: See’s impacts of change across the organization, get buy-in from stakeholders, positive and creative engagement. Understands and empathizes with other parts of the organization. Able to shape the perception of those who are blocked and cannot see change. Builds consensus across stakeholders
- Planning and Organising: Manages own time and workload effectively. Records/stores information in a systematic way. Gets planned work done within daily deadlines. Plans and co-ordinates own work to meet objectives and development plans. Adapts to unexpected changes in circumstances. Thinks about the way things are done and is prepared to change approach to meet the needs of a situation
- Communication: Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts.
We are looking for an Apprentice Systems Administrator (Level 4) who will manage and support computer software systems and the office network to ensure high levels of availability and support for the business. The individual will also participate in the planning and implementation of policies and procedures to ensure the IT Support service is consistent with company goals, industry best practices, and regulatory requirements. The role is responsible for a range of administration and support activities across the organisation. The individual will work with both the IT technical teams and Project teams with the responsibility for delivering desktop and network support for the business as well as working on key service projects. The role will focus on providing an ongoing improving support service to the business.
Knowledge & Experience
- Working technical knowledge of network, PC, and platform operating systems
- Knowledge of local area network administration.
- Hands-on software and hardware troubleshooting experience.
- Experience with data management.
- Experience documenting and maintaining configuration and process information.
- Knowledge of applicable data privacy practices and laws.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks.
- Strong interpersonal and oral communication skills.
- Adept at reading, writing, and interpreting technical documentation and procedure manuals.
- Ability to conduct research into hardware and software issues and products as required.
- Ability to present ideas and solutions in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Skilled at working within a team-oriented, collaborative environment
Livery Place, 35 Livery Street, Birmingham B3 2PB.
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