IT · London · Permanent · Remote
Job description
We are looking for a proactive and customer-focused IT 1st Line Support to join our dedicated IT team at UNiDAYS. As the first point of contact for all IT-related concerns, you will be instrumental in providing foundational support to both our technical and non-technical colleagues, ensuring their IT needs are addressed with efficiency and empathy.
Reporting to the Head of IT, this role is your entry point into our IT operations. It requires a foundational understanding of IT systems, a passion for continuous learning, and a strong commitment to high-level customer service. This position offers substantial growth opportunities, with a clear path for progression into 2nd and 3rd line support roles for those with a proactive and solution-oriented mindset.
Job requirements
Technical Foundations
* Support Experience: Prior experience in a 1st Line IT support role, preferably within an ITIL-based environment.
* Operating Systems: A good working knowledge of Windows, macOS, Android, iOS.
* User Management: Experience with user account management systems like Google Identity Service (GIS) or Microsoft AD.
* Cloud & SaaS: Familiarity with platforms like Google Workspace (preferred), Microsoft 365, Azure, or AWS.
* Networking: A basic understanding of networking fundamentals (switches, firewalls, TCP/IP).
* Security: A foundational grasp of core IT security principles.
Core Competencies
* Customer Focus: A passion for helping others and the ability to resolve issues with efficiency and empathy.
* Problem Solving: Strong analytical skills to troubleshoot IT challenges and identify recurring issues.
* Collaboration: The ability to work effectively with team members and stakeholders to achieve common goals.
* Organisation & Prioritisation: The skill to manage multiple tasks, prioritise resolutions effectively, and meet deadlines.
* Continuous Learning: A genuine passion for technology and a desire to stay up-to-date with the latest trends.
* Clear Communication: Experience in creating clear documentation or user guides.
TECHNOLOGY we work with:
* Windows / Mac / Linux
* iOS / Android
* Google Workspace
* Google Cloud
* Cisco Meraki
* Gemini
* Jamf
* Intune
* OpenVPN
* Bash / PowerShell / Ruby
* Jira / Confluence / Jira Service Management
Job responsibilities
Core IT Support
* Provide initial frontline resolution for global IT issues and queries for both in-office and remote colleagues.
* Manage the ticket queue in our helpdesk system, ensuring timely classification, resolution, and logging of all incidents.
* Escalate unresolved or intricate problems to 2nd Line support with clear and concise information.
* Assist in the deployment, maintenance, and installation of endpoint devices (PCs, Macs, Mobiles).
* Respond promptly to alerts and notifications from system and network monitoring tools.
System Quality & Process Improvement
* Assist in configuring our various IT platforms, documenting processes as you learn.
* Perform system maintenance and updates under guidance to ensure our platforms and services remain secure and performant.
* Conduct preliminary testing of new software and hardware solutions before wider deployment.
* Help identify and report trends in recurring issues to support root cause analysis.
Customer & Stakeholder Support
* Act as the primary point of contact for IT support, delivering a positive and helpful user experience.
* Manage the full lifecycle of IT hardware and software requisitions, including ordering and shipping, for new hires and exiting employees.
* Deliver first-contact IT induction sessions to onboard new team members.
* Develop and maintain our knowledge base with solutions for frequently asked questions.
Platform & Strategy Administration
* Administer internal services, SaaS products (e.g., Google Workspace, Microsoft 365), and our cloud platforms (e.g., GCP & AWS) according to established procedures.
* Collaborate with team members and other stakeholders on project implementations to understand their IT needs.
Job benefits
We've accomplished a lot since we started in 2011, but in many ways, this is just the beginning. This is the chance for you to get in on ground zero. An opportunity to make a difference within the business with global reach. We are the world's largest Student Affinity Network, with over 22 million verified members in 115 markets including the US, UK, Germany, India, Canada and Australia. We work with 800 of the world's biggest brands globally, taking their products and services into the hearts and minds of tomorrow's professionals, delivering engagement, building affinity and sales. You'll also be working for a Great Place to Work CertifiedTM company who have been recognised on the UK's Best WorkplacesTM for Wellbeing and UK's Best Workplaces for Women 2022 list. To find out more about our workplace initiatives, see our UK exclusive case study with Great Place to Work and be sure to visit our profile for more information.
We offer a fast paced, fun & social working environment where you can truly make an impact. We believe that work should enhance and complement your life which is why we leave it up to you to decide where you work. You can choose to work from your assigned campus (either Nottingham or London) or from home, whatever works best for your individual needs. Your manager may request you attend team meet ups at your campus but other than that it is up to you We work hard at UNiDAYS, but we also believe in fair compensation for hard work. That's why we're pleased to offer all employees full access to our comprehensive benefits package.
Our perks include:
* 25 days holiday per year increasing with length of service, plus flexible bank holidays
* Competitive salaries
* 4pm finishes every Friday
* Company bonus scheme
* Company pension scheme
* Private health insurance (BUPA)
* Income protection policy
* Life assurance policy
* Employee Assistance Program
* Enhanced parental leave pay
* Core hours with flexibility around how/when you manage your time
* Regular team building activities
* The latest tech and hardware will be supplied from day one
* Good Vibes Program: we know we've all had to adapt to new ways of working and UNiDAYS has always taken pride in the community we've created in the office but we're just as committed to creating an innovative approach to fostering connections and improving engagement outside of the office We want to boost your remote working experience so think virtual parties, pottery classes, wellness classes and guest speakers just to name a few
* Support for home working for all new team members. We will help assess your home set up and you can expense £150 towards any additional furniture you may need to be safe and comfortable when working from home
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.