Technology Operations Support Specialist

at  ISP Central

Skills, Qualifications and Experience

• Bachelor’s degree in computer science (or equivalent)
• 5 years or more work experience in a similar capacity
• Excellent general IT troubleshooting and problem-solving skills
• Active listener, clear communicator
• Problem-solver, fast thinking and flexible
• Corporate IT and operations experience
• Advanced documentation creator
• Technology training course delivery
• Solid understanding of network infrastructure technology and concepts
• Microsoft certified in several disciplines (Azure, 365, Teams)
• ITIL service delivery certified
• Microsoft / CompTIA security fundamentals
• Solid understanding of automation tools
• Data management and report dashboard experience a bonu

PURPOSE OF THE ROLE

Located in the UK (Office / Remote) and reporting to the Group Head of Technology Operations, we are seeking to hire a Technology Operations Support Specialist. The role will be a key member of the team responsible for technology infrastructure and support provided to our central office team in Wimbledon as well as supporting some of our group wide enterprise applications.
The Support Specialist will also support the global Technology Leadership Team, working closely with our solutions team and regional technology teams, ensuring our vision, core objectives and ambitions are realised collectively.
As a primary administrator of multiple cloud-based platforms, we are seeking a highly adaptable candidate who brings a wide range of knowledge and experience in applications, devices and infrastructure. This role will be expected to contribute to secure, standardize and drive amazing value through efficiencies and improved use of business critical tools.

ISP KEY RESPONSIBILITIES

Cloud Platform Management

The selected candidate will be part of the team configuring and managing technology operations cloud platforms.

• Microsoft Environment (Office 365, SharePoint, Azure AD, Intune etc.)
• SSO Management (Currently OneLogin)
• ServiceDesk (Currently Manage Engine)
• Additional Services (Group Calendar, Self Evaluation Tool, Cyber Security Training etc.)

Administration

Along with platform management, we expect the day to day administration to also be a core responsibility of this role. Ensuring key processes and initiatives are enhanced through better use of these tools

• Cloud platform management
• New user onboarding process
• Offboarding process
• Device setup process and procedures
• Application access control and permissions matrix
• Automated application provisioning
• Backup and recovery management
• Ensuring compliance
• Data management and retention
• Cyber security
• System Monitoring
• Performance management
• Service delivery

Support & Training

Being able to offer support and training to our staff primarily in the Wimbledon office, but also across the group where appropriate is crucial.

• ISP Central support including on site support at least 2 days per week
• Triage of ServiceDesk tickets and support of escalation
• Cross-functional technical support
• Service delivery catalogue curation
• Monthly technology reporting
• TLT meeting coordination
• Identifying gaps and providing efficiencies
• Managing vendors - licensing and contracts
• Curation of training materials
• Delivery of training / workshop session to staff

Skills, Qualifications and Experience

• Bachelor’s degree in computer science (or equivalent)
• 5 years or more work experience in a similar capacity
• Excellent general IT troubleshooting and problem-solving skills
• Active listener, clear communicator
• Problem-solver, fast thinking and flexible
• Corporate IT and operations experience
• Advanced documentation creator
• Technology training course delivery
• Solid understanding of network infrastructure technology and concepts
• Microsoft certified in several disciplines (Azure, 365, Teams)
• ITIL service delivery certified
• Microsoft / CompTIA security fundamentals
• Solid understanding of automation tools
• Data management and report dashboard experience a bonus

You consistently demonstrate and role-model the ISP Leadership Competencies in all that you do.

• Collaboration. Takes an active part in leading their school or region; is cooperative and a genuine team player, developing positive, supportive relationships with colleagues to solve problems and maximise opportunities.
• Learning & Getting Better. Continually demonstrates personal commitment and passion for learning and getting better using evidence and feedback; supporting others in their continual learning, development and growth.
• Innovation Leadership. Is good at creating an environment where ideas for learning initiatives and services are generated and is able to motivate and inspire others through the process of creation through to completion