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Job Description
Company: Heaven Media Ltd
Location: Office (PE28 3BQ) min. 2 days per week (Mon/Wed and/or as needed), remainder from home
Contract: Full-time, Permanent
Days/Hours: Mon-Fri 9:00 – 17:30
Salary: £28,000 per annum
Job Requirements
What We’re Looking For
Essential
* 2–3 years of experience in a similar IT support role
* Degree in Computer Science, Information Technology or related field, or equivalent experience.
* Strong working knowledge of Windows 11, Microsoft 365, and basic networking
* Experience with Active Directory, Exchange, and ticketing systems
* Exposure to cloud platforms (e.g., Azure, SharePoint)
* Proven experience managing AI
* Experience servicing remote teams
* Strong problem-solving, communication, and interpersonal skills
* Able to work independently with a proactive, self-motivated approach
* Communicates clearly with both technical and non-technical audiences
* Detail-oriented with a focus on customer satisfaction
* Calm, collaborative, and accountable under pressure
Desirable
* Industry certifications (e.g. CompTIA, Microsoft 365, Cisco, ITIL).
* Basic coding knowledge in PHP, ASP.Net, JavaScript, HTML, CSS, and PowerShell scripting
* Project management certification (e.g. PRINCE2, PMP).
* Cybersecurity qualifications (e.g. CISSP, Security+).
* Experience in a marketing, creative or tech/gaming environment
Job Responsibilities
What You’ll Be Doing
* Provide technical support to internal users via ticketing system, calls, and on-site.
* Manages the complete software lifecycle, from assessing needs and sourcing to configuration, security, upgrades and renewals.
* Identify and implement AI solutions to improve productivity, reduce costs, and enhance customer experience. Ensure responsible use of AI with a strong focus on data ethics, security, and bias mitigation.
* Configure, install, and maintain IT equipment and user accounts (Windows, Office 365, etc.)
* Manage the end-to-end hardware lifecycle from procurement, shipping, tracking and maintenance.
* Support onboarding/offboarding processes, including IT asset setup and recovery.
* Responsible for ensuring the security, performance, maintenance, and continuity of IT infrastructure.
* Document and escalate incidents where necessary, including potential cyber security threats or breaches, following established protocols.
* Maintain IT risk management, storage, archive, recovery, and backup strategies.
* Assist with system updates, backups, and routine maintenance.
* Contribute to internal IT projects and process improvements.
* To undertake any other duties of a similar level and responsibility as may be required.
* To support and participate in the formulation of standards and procedures for quality management and users’ expectations.
* To attend such training/personal development courses as may be considered necessary.
Job Benefits
What We Offer
* Competitive salary and benefits
* Hybrid working model
* Professional development and training opportunities
* Supportive team environment
* Employee Assistance Program (EAP)
* Paid sick leave
* Flexible working hours & hybrid working
* Birthday/life-event day off
* Cycle to work scheme
* Social events
* Employee recognition and reward schemes
* Free on-site parking
* Employee referral program
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