Job summary
The purpose of the role is to provide IT support to Staff, Students and Lecturers at Istituto Marangoni London.
Key purpose of the role:
- IT Service – support staff, lecturers and students with IT issues and equipment reported through the IT Helpdesk or in person.
- The Helpdesk Specialist is responsible for maintaining the School's IT equipment, deploying new devices, managing repairs and providing support across both Apple macOS and Windows environments.
- Support the administration of Microsoft 365 services, Microsoft Entra ID and Mobile Device Management (MDM) solutions.
- Assist with maintaining the School's IT infrastructure, classroom technology and audio-visual equipment.
- Remote support to other campuses may occasionally be required.
- Provide technical support for School events both on-site and remotely.
- Contribute to improving IT processes through documentation, automation and continuous service improvement.
Key Responsibilities:
- Installation, configuration and support of computer hardware, operating systems and applications (Apple macOS and Windows).
- Build, configure and deploy laptops and desktops for new starters, contractors and replacement devices.
- Support the deployment and management of devices using Microsoft Intune, Apple Business Manager and Mobile Device Management (MDM) solutions.
- Support Microsoft 365 services including Microsoft Entra ID, Exchange Online, Microsoft Teams, SharePoint Online and OneDrive.
- Create, modify and maintain user accounts, access permissions and licences.
- Troubleshoot hardware, software and peripheral faults while liaising with third-party suppliers where required.
- Support wired and wireless networking, printers, classroom technology and meeting room equipment.
- Assist with audio-visual support for School events, presentations and graduation ceremonies.
- Install, test and evaluate software before deployment to users.
- Assist with maintaining IT asset records, stock levels and equipment lifecycle management.
- Create and maintain technical documentation, user guides and knowledge base articles.
- Assist with simple automation and scripting using Python, PowerShell or Microsoft Power Platform where appropriate.
- Train and guide users, both face-to-face and remotely, ensuring a professional, friendly and supportive approach.
- Employ IT best practice and follow School IT policies and security procedures.
- Assist with operating system updates, software deployment and endpoint security.
- Provide support, procedural documentation and relevant reports.
- Prioritise and manage multiple open support requests.
- Establish and maintain positive working relationships with staff, students and third-party suppliers.
- Undertake any other reasonable duties appropriate to the role.
Education and desirable skills
Essential
- Experience supporting Windows and Apple macOS devices.
- Good knowledge of Microsoft 365 applications.
- Basic understanding of Microsoft Entra ID (Azure AD).
- Familiarity with Mobile Device Management (MDM) or Microsoft Intune.
- Excellent troubleshooting and customer service skills.
- Good written and verbal communication.
- Ability to prioritise workload and work independently.
- Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi).
Desirable
- Experience with Apple Business Manager.
- Basic knowledge of Python or PowerShell scripting.
- Experience with Microsoft Power Automate.
- Knowledge of SharePoint Online.
- Experience supporting Microsoft Teams.
- Experience with Cisco Meraki networking.
- ITIL Foundation or equivalent certification.
Salary: Up to £32,000
