Videndum is an international group principally serving customers in the "image capture and content creation" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.
Role Summary
To act as the first point of contact for colleagues seeking technical IT assistance over the phone or email, to offer an initial triage response or facilitate ticket logging and escalation processes. Provide technical resource to IT Projects and project delivery. Work Location: Bury St Edmunds (onsite).
Your Day‑to‑day Might Include
* Maintain helpdesk IT environment.
* Assist in project work to improve systems, service and reliability.
* Provide helpdesk support for all systems and sites across Videndum. Some UK and international travel will be required.
* Administration and support of business systems and applications.
* Work as part of a team to ensure high availability of the server and networking infrastructure.
* Provide helpdesk support to all levels of end‑users.
* Provide the highest quality professional advice to all users.
* Creation and maintaining of documentation.
Benefits
* Competitive Pay
* Salary Sacrifice Pension
* 25 Days Holidays + Bank Holidays
* Flexible Working Hours
* Enhanced Maternity and Paternity Benefits
* Employees Share‑Save Scheme
* Volunteering Opportunities
* Fund‑raising events with our ESG programme – Action4Good
* Private Medical Insurance
* Life Assurance
* Free on‑site parking and EV charging
What We’re Looking For
* Minimum 2‑3 years’ experience in a similar IT Support Role.
* Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.
* Determining the best solution based on the details provided of the issue and assisting colleagues through the problem‑solving process.
* Accurately categorise and record events, problems and their resolution. Create and maintain full documentation in line with existing procedures.
* Foster self‑service resolution in colleagues and escalates unresolved issues to the next level of IT support.
* Provide colleagues with accurate information on IT products or services and offer feedback on outstanding tickets.
* Execute and have input into internal IT related policies, processes and procedures (e.g. employee on‑boarding workflow).
* Basic administration tasks such as ordering and shipping of equipment.
* Act as a champion for the importance of customer experience within the business.
* Contribute to the office culture, conduct and discipline to encourage an enjoyable, productive, and efficient workplace for all.
* Seek success for the company, contribute, and support the company Vision and Values for future growth to the benefit of all stakeholders.
* Foster sound working relationships with all employees.
* Any other duties consistent with the job description that may be required from time to time.
Nice to Have
* Excellent telephone manner and face‑to‑face communication skills.
* Excellent organisational, time‑management and prioritisation skills.
* Always willing to cooperate and assist.
* Proven technical ability, through relevant, demonstrable, technical qualifications/experience in one or more of the following: Office 365 Solutions, Active Directory administration, Windows 10, 11, iOS, Android, Basic Network troubleshooting.
* Windows Server, VMware experience, Nutanix.
* Use initiative to ensure that high‑importance deadlines and SLAs are met.
* Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint).
* Willingness to travel, as required, to other Videndum offices and remote sites for the purpose of on‑site support.
* ESG as a key performance measure within our business. We are looking for individuals who share our commitment to supporting our environment, our communities, promoting diversity and operating ethically in everything we do.
Education and Qualifications
* GCSE English and Maths – Grade C or above.
* Technical accreditation in relevant technologies desirable (Microsoft, Networking, Security etc).
Videndum Mindset
* Exceptional Product Performance
* Customer Focus
* Leading a Fast‑Changing Market
* Global Capability
* Transparency, Integrity and Respect
* Environmental Consciousness
Health and Safety
All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the company health and safety policy by using correct tools, processes and personal protective equipment and not performing any function unless appropriately trained and authorised.
Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.
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