IT Technician III at Mindbody
Sheffield, GB

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

  • Bachelor’s degree in technical discipline or equivalent experience
  • 5 years or more of related Information Systems or Desktop Support experience
  • Comp TIA A+/Network+ Certification; or equivalent experience
  • ITIL Foundation Certification; or equivalent experience
  • Microsoft Certification; or equivalent experience
  • Proven white glove IT Support and Help Desk experience supporting multiple platforms (primarily Windows and Mac) and experience working with C-Level Executives highly preferred
  • Proven knowledge with Office 365 Admin Suite and applications
  • Working knowledge of web collaboration tools (Google Drive/Dropbox/OneDrive)
  • Experience with SaaS administration
  • Experience with mobile device management platforms (JAMF/AirWatch)
  • Basic knowledge of virtualization
  • Working knowledge of Directory Services (Active Directory)
  • Familiarity with network topology, Windows domains, and User administration
  • Extensive knowledge of laptop hardware, software configuration
  • Advanced knowledge of Microsoft products: Outlook, SharePoint, Word and Excel
  • Experience with ticketing systems, ServiceNow experience preferred
  • Ability to work well with other people in a team-oriented environment
  • Ability to set priorities and be flexible in a fast-paced environment
  • Ability to train end users
  • Strong interpersonal and communication skills, concisely express ideas and disseminate information to both technical and non-technical clients
  • Ability to follow directions and prescribed procedures
  • Adherence to shift schedules and timeliness are key
  • Fully competent and skilled in a range of processes, procedures, and systems to carry out assignments

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This is a representative list of the general duties the position may be asked to perform and is not intended to be all-inclusive.

  • Identifies and resolves advanced computing problems including analysing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved. Elevates unknown or unusual problems to functional lead or IT Engineering staff as applicable for resolution.
  • Works as a technical lead and technology subject matter expert and assist in implementing solutions to technology challenges and/or processes to improve efficiencies; promote technologies and usage recommendations.
  • Handles and leads special IT projects and initiatives as assigned
  • Shares knowledge and mentors junior team members on a proactive basis, raising the team’s overall technical acumen
  • Provides support for technical issues involving iOS and Android phones and tablets
  • Mid-level technical support in networking: WAN and LAN connectivity, routers, firewalls, and security
  • Responsible for system and user administration
  • Responsible for administration of IT SaaS applications (Okta, Zoom, Salesforce)
  • Assists with developing and evolving operational procedures. Examine & document existing processes, identify areas in need of process documentation or improvement and work with leaders to create, document and train the process.
  • Develops strong working relationships with peers, collateral support teams, and customers.
  • Provides in-depth support and lead problem-solving and implementation efforts for specific technology services, hardware, products or applications
  • Designs and oversees upgrades and new installs of IT systems and services ensuring coordination with Corporate Operations Engineers.
  • Troubleshoot and remediate hardware and software systems when necessary and make improvements to these systems to prevent future problems
  • Identifies trends in issues to proactively identify larger problems and obtain solutions more efficiently and effectively
  • Meet established quality and productivity goals
  • Be an advocate for the end user to ensure high-quality and timely service and support from the entire IT organisation
  • Support and manage Windows Active Directory
  • Windows Laptop/PC imaging, patching, and maintenance
  • O365 account and network share folder management
  • Serves as a senior member of the Desktop Support team
  • Suggest ideas to scale support, reduce tickets while increasing customer satisfaction
  • Ability to verbalise technical applications in a non-technical manner
  • Manage customer escalation on incidents by providing detailed and meaningful case updates while leveraging internal department teams to ensure a timely resolution
  • Recognise teaching opportunities for customers and provides education for ongoing user success
  • Travel to remote office sites to help deploy network and user equipment.
  • Provides comprehensive technical support services to MINDBODY team members.
  • Provides comprehensive technical support for both Mac and PC.
  • Supports IT Engineers with scripting capabilities and network troubleshooting
  • Determines solutions to problems in situations that are atypical or occur infrequently while remaining within established guidelines
  • Informs users of needed repairs and answers questions. Ensures that customer understands and is satisfied with work completed.
  • Assists with activities to ensure responsiveness to network and business system outages and other emergencies.
  • Effectively manages a varying case count.
  • Has leadership capabilities and meets with Team Lead on an infrequent interval regarding incident/request management.
  • All other duties as assigned.

 

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

  • Occasional bending, kneeling, and reaching.
  • Dexterity of hands and fingers to operate a computer keyboard. ​
  • The noise level in the work environment is usually moderately quiet.
  • This position requires repetitive use of the hands to finger, handle, or feel; reaching with the hands and arms
  • Specific vision abilities required by this position include close vision, colour vision, and the ability to adjust focus.
  • Standing and Walking: Particularly for sustained periods of time.
  • Occasional travel is required to other company sites, professional development training and vendor sites.

The incumbent or successful candidate must meet the position requirements above in order to perform the essential functions of this position and achieve the outcomes/results indicated in this position description. The Company will make every effort to make reasonable accommodations upon request to enable qualified individuals with known disabilities to perform the essential functions of their job.