Technical Support Coordinator (First-line helpdesk)

Join to apply for the Technical Support Coordinator (First-line helpdesk) role at Ruth Miskin Training

Technical Support Coordinator (First-line helpdesk)

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Join to apply for the Technical Support Coordinator (First-line helpdesk) role at Ruth Miskin Training

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Reporting to: Head of Engineering

Place of work: London Head Office (currently working to a hybrid arrangement - attending events, meetings and providing cover for team members as required)

Hours of work: 8am-4.30pm (with 1 hour for lunch)

Contract: permanent, full time

Ruth Miskin Training provides training to schools in the UK and internationally on Read Write Inc. Phonics and other literacy programmes. We are passionate about teaching every child to read and keeping them reading.

As Technical Support Coordinator, your main role will be to provide technical support to Ruth Miskin Training employees in our head office, our trainers based remotely in the UK, a small number of international employees and our schools. Internal support is predominantly conducted via email, phone and Teams.

Responsibilities

• Oversee the IT support function : take full responsibility for the IT Support function within the company, promptly escalating issues to the Development or IT team when necessary.
• Ticket system management : efficiently manage the Ticket System (Fresh Desk), ensuring the timely, professional, and effective handling of all tickets.
• Hardware and equipment maintenance : set up and maintain a wide range of hardware and equipment, including laptops, mobile phones, office equipment (e.g., cabling, peripherals, routers, WIFI, and printers).
• Documentation and user guides : develop user guides and create instructional how-to videos to facilitate user understanding and self-help.
• User account management : independently manage user accounts by creating, updating, and removing users and permissions, always ensuring the appropriate and minimal level of access required for their tasks.
• Single Sign-On system administration : administer and provide support for Single Sign-On (SSO) systems.
• Office 365 Suite support : administer and provide support for the Office 365 Suite.
• Server and backup administration : administer servers and oversee backup procedures to ensure data integrity and availability.
• Video conferencing platform management : manage and provide support for video conferencing platforms, such as Zoom and Teams, and assist with live event support.
• In-house support: provide support for all trainings and meetings taking place at head office
• Mobile Device Management (MDM): oversee the Mobile Device Management Platform (e.g., Apple MDM) and maintain antivirus platforms to ensure that devices are up-to-date and secure.
• IT policy enforcement : enforce company IT policies, best practices, and security measures, including educating users as needed to enhance cybersecurity and compliance.
• Customer technical support : the rest of your time will be supporting the schools we work with and the Development Team (the team who develop our websites and portals). External support is predominantly conducted via email.
• Act as a first responder to queries and issues regarding our portals and websites that schools use.
• Hand over and escalate issues to the Tech Project Manager and Development Team when required.
• Feedback common issues to Development Team that come through support channels during daily stand-up meetings.
• Create guides and how-to documents and videos
• Create documentation and guides on new features being introduced.
  

• Strong Knowledge of macOS and iOS operating systems (we are 99% Apple-based)
• Able to carry out tasks proactively
• Able to work independently with minimum supervision
• Fluent in English (Written and Spoken)
• Excellent communication skills: ability to explain technology to non-technical staff
• Able to deliver outstanding external and internal customer service
• Experience supporting users remotely is a must
• Knowledge of Windows Operating Systems
• Experience using Device Management Systems (JAMF, Kandji, InTune etc.)
• Understanding of Networking Protocols
• Knowledge of data protection law and best practices
  
  

• Experience in an IT or support role
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Training and Support

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