Job Description
Job Purpose:
To be responsible for delivering high-quality IT support across all Club locations, ensuring that technology services remain secure, reliable and available to support business operations. To provide technical support for desktop systems, Microsoft 365, mobile devices, networking, printers, telephony and business applications whilst assisting with infrastructure projects and cybersecurity initiatives.
Duties and Responsibilities
• To be committed to ensuring the safeguarding and welfare of all staff,
customers and clients of the Club.
• Deliver professional 1st and 2nd Line support to all Club staff across
multiple sites.
• Perform root cause analysis for recurring technical issues. Diagnose,
troubleshoot and resolve hardware, software, networking and
Microsoft 365 issues.
• Manage incidents, service requests and problems through the IT
Service Desk ensuring SLA targets are met.
• Provide remote, telephone and face-to-face technical support.
• Escalate complex issues where appropriate whilst maintaining
ownership until resolution.
• Configure, deploy and maintain: Windows 11 PC’s & Laptops, Apple
MacBooks, Tablets, Mobile devices, Printers
• Manage user onboarding and offboarding processes.
• Configure Microsoft Entra ID accounts, Microsoft 365 licensing and
permissions.
• Configure Microsoft Intune enrolled devices.
• Maintain software deployment and updates.
• Support and administer: Microsoft Outlook, Teams, SharePoint,
OneDrive, Exchange Online, Microsoft Entra ID, Microsoft Intune
• Maintain the IT Asset Register: Record all hardware assets and software
licences, carry out scheduled asset audits, maintain stock levels of IT
equipment, Ensure spare equipment is available for rapid deployment,
• Ensure secure disposal of redundant equipment following Club
procedures.
• To generate proposals when required or requested by the Head of IT.
• Assist the business in adopting Microsoft 365 services through user
guidance, training and documentation.
• Produce and maintain technical documentation: Create user guides and
knowledge base articles, Update network diagrams, Maintain
configuration documentation, Record standard operating procedures.
• Follow Cyber security best practices: Assist with vulnerability
remediation, ensure endpoint protection remains operational, Support
cybersecurity awareness initiatives, Ensure Principle of Least Privilege is
maintained, Identify and report potential security incidents, Support
device encryption and MFA implementation, Ensure compliance with
Club security policies.
• Provide out-of-hours and Matchday IT support as required.
• Support and mentor the IT Apprentice
Desirable
• Assist with the maintenance of: LAN & WAN infrastructure, Wireless
networks, Switches, Firewalls, DHCP, DNS, VLANs, VPN connectivity,
Structured cabling
Skills Required
• Excellent troubleshooting and diagnostic skills.
• Strong customer service skills.
• Excellent verbal and written communication.
• Ability to prioritise competing workloads.
• Strong organisational skills.
• Ability to work independently.
• Strong documentation skills.
• Good analytical and problem-solving abilities.
• Professional attitude under pressure.
• Ability to explain technical concepts to non-technical users.
• Excellent attention to detail.
• Full UK driving licence (travel between sites is required).
Knowledge Required
Experience with the following:
• Windows 11, Apple macOS, iOS and iPadOS, Android devices
• Windows Server, Exchange Online, Active Directory, Group Policy
• Microsoft 365, Microsoft Entra ID, Microsoft Intune
• Microsoft Office applications, Microsoft Teams, SharePoint Online
• PC and laptop deployment
• TCP/IP networking, DHCP, DNS, Wi-Fi troubleshooting
• Hardware diagnostics & Printer troubleshooting
• Helpdesk/service desk systems
• Remote support tools
• Asset management systems
Desirable knowledge
• Aruba switching, VLAN configuration, Network monitoring tools
• Meraki wireless
• Fortinet firewalls
• VMware
• Veeam Backup
• CrowdStrike Falcon
• PowerShell scripting
• SharePoint administration
• Azure administration
• ITIL processes
• Cyber Essentials / ISO 27001 environments
Qualifications Required:
Required: Qualification in I.T. or 2/3 years support experience minimum
Desired: Qualification / experience in networking or Cyber Security
DBS Check Required: Yes
