THE TEAM
The IT Support role sits within the Operations Team, which is responsible for delivering and maintaining all internal services that support all Avalon’s divisions. The role forms part of a small, collaborative IT team that works closely with HR, Facilities, and Operations to ensure the smooth and efficient running of the organisation.

KEY RESPONSIBILITIES
The IT Support role provides first-line technical support across the business, ensuring the effective operation of end-user IT systems and services. This role is responsible for managing the IT ticketing system, supporting users both remotely and in person, and resolving hardware, software, and basic networking issues. Working as part of a small IT team, the role offers broad exposure to a wide range of technologies and hands-on involvement in user onboarding, offboarding, and day-to-day IT operations. The successful candidate will be customer-focused, technically capable, and eager to develop their skills in a fast-paced environment.

• Monitor and manage the IT ticketing system, responding to incoming IT issues and support requests both in person and remotely.
• Prioritise support requests based on urgency, business impact, and service level requirements.
• Provision new users, including account creation and configuration of laptops, mobile phones, and other equipment.
• Deliver new starter IT inductions to ensure a smooth onboarding experience.
• Manage IT offboarding processes for leavers, including access removal and hardware return.
• Diagnose and troubleshoot IT issues, independently researching, identifying, and implementing effective solutions.
• Maintain and support all end-user IT hardware, including desktops, laptops, printers, copiers, handsets, and mobile devices.
• Maintain and support meeting room AV systems, including video conferencing equipment.
• Escalate complex or unresolved IT issues to the IT Manager or IT Project Manager as required.

SPECIFIC DUTIES

• Provide 1st Line desktop and end-user support.
• Troubleshoot issues across both Windows and Apple desktop and laptop environments.
• Install software and perform operating system updates and patching.
• Monitor Ninja/CrowdStrike for any urgent patching.
• Administer and support Microsoft 365.
• Provide basic networking support and troubleshooting, with familiarity in common networking commands and protocols.
• Configure, support, and troubleshoot network printers.
• Set up and support remote access technologies, including VPN and Terminal Services.
• Support and administer handheld devices, tablets, and smartphones.
• Maintain the IT asset register, ensuring records are accurate and up to date.
• Assist with the setup and closure of production offices.
• Support internal office moves, including the relocation and setup of IT equipment.
• Assist with cloud-based PBX systems and associated networking support.
• Monitor Cyber Security Training stats and report on any incomplete training modules.
• Assist with general IT administration.

ABOUT YOU

• Strong attention to detail with excellent written and verbal communication skills.
• Ability to build positive relationships and rapport with staff at all levels.
• Ability to multitask effectively and work calmly under pressure.
• Proven experience providing 1st Line IT support.
• Strong working knowledge of Windows Professional Desktops enrolled to an Entra/Intune environment.
• Experience administering Microsoft 365 and Active Directory.
• Strong knowledge of SharePoint and other Office applications.
• Exposure to Ninja/CrowdStrike desirable.
• Exposure to Cisco Meraki and Mimecast is desirable.
• Ability to manage multiple priorities due to demanding end user environment.

WHAT WE OFFER

• Cycle to work scheme
• Income protection scheme
• Life assurance
• Pension scheme
• Employee assistance programme
• Competitive holiday allowance
• Season ticket loans
• Regular staff socials, seasonal parties, tickets for our Live gigs, Monday breakfasts and more