IT Support Technician

SHEilds Ltd provide professional educational training courses online to customers across the globe. IT support is a key role within the company, and we are looking for a dynamic person with a range of IT skills.

This is a IT Support Technician position, primarily responsible for maintaining our day-to-day IT support requirements for both employees and customers. You will work alongside our existing team of IT support professionals. Additional responsibilities may be assigned as required by the company, with opportunities to assist on company projects during quieter periods.

Principle Duties/Tasks and responsibilities include:

• Provide first-line support to our customers throughout their eLearning journey (via email, telephone, live chat, and other systems).
• Deliver first-line IT support to fellow employees in our global offices (UK, Dubai, South Africa), including basic software and hardware troubleshooting; and installation.
• Assist with website content updates and basic publishing.
• Support the creation of simple graphics and media for online publication.
• Support users with our Learning Management Systems (LMS), including basic troubleshooting and user management.
• Assist with Customer Relationship Management system (CRM) tasks, such as user support and workflow guidance, and data entry.
• Support configuration and management of products and users on our online CMS environments.
• Assist with online booking software to support students throughout the booking and interview process.
• Escalate complex or unresolved issues to second-line support or relevant specialists.
• Maintain accurate records of support requests and solutions.
• Create and managing user accounts, groups, and permissions within Microsoft Entra  Microsoft 365.
• Assist with software deployment, device provisioning and lifecycle management.
• Investigate and resolve authentication, MFA and access-related issues.

Additional duties: From time to time the post holder will be asked to undertake other duties commensurate with their work activities and abilities. Some of these duties may be time sensitive and deadlines are expected to be met; where difficulties are encountered, recommendations for solution options should be sourced to meet deadlines.

Quality

To ensure that our QMS is developed and implemented in all departments effectively.

Customer Care

To ensure that clients are satisfied with the service that we provide and that complaints are dealt with effectively.

Responsibility

To comply with the job description and SHEilds policies and procedures.

The ideal candidate will have:

• Experience with learning management systems.
• Strong design skills including graphics and web design.
• Additional programming skills in PHP, JavaScript, etc.
• An understanding of databases, i.e. MySQL.
• Microsoft Certified Professional (MCP) or other IT qualifications.
• Fluent in a second language.
• Experience providing support in an educational setting.
• Experience with Word Press.

Essential requirements:

• High computer literacy and troubleshooting skills.
• Highly competent with Microsoft Office software.
• Advanced knowledge of Windows 10/11 administration including user profiles, networking, permissions, printers, software deployment, and troubleshooting.
• Advanced understanding of web technologies and internet systems.
• Comfortable producing and editing HTML and CSS.
• Strong documentation and record-keeping skills.
• Experience working with a ticket management system and taking ownership of incidents through to resolution.
• Minimum 2 years' experience in an IT support role.
• Hands-on administration experience with Microsoft Entra  Microsoft 365 including user lifecycle management, mailbox administration, group management, MFA, and…