OVERVIEW:
As Gymshark’s Tech Support Administrator, you will be responsible for Supporting and Maintaining Gymshark’s Internal Systems and User Base. You will ensure that company hardware/software is operating at peak efficiencies and issues raised are diagnosed and solved as soon as possible to minimise organisational impact. You will have to ensure the Gymshark user base are maintained to a very high standard. In addition, this role is required to assist the 2nd Line Lead and the First/Second Line Support team to ensure the above is met and to be able to assist the deployment of new software & hardware. This role will incorporate some remote assistance of satellite offices internationally when necessary.
WHAT YOU'LL BE DOING:

Support: 

  • To work and collaborate within World Class Tech Support team supporting Hardware/Software, Internal Systems and all other aspects of GSHQ (inc Satellite Office) Tech issues.
  • To deliver On-Boarding experience to all New Gymshark Employees to ensure they can hit the ground running with all the IT Skills/Functionality required for their roles.
  • To assist the 2nd Line Lead with Training and Comms to all Staff when new Software/Services are released/rolled out (E.G. Zoom Rooms/OS Updates). These systems/updates will be incorporated into subsequent onboarding sessions.
  • Monitor Jamf and Intune policies and configurations daily to ensure we maintain a smooth MDM environment.
  • To ensure that leavers Credentials are changed, and the necessary accounts are secured/locked down following a request from the People Team.
  • To support the 2nd Line Lead in Due Diligence & Scoping when selecting/testing new Systems plus planning and implementation of selected system.
  • Implement regular Laptop/iPhone refreshes or upgrades for the Gymshark user base to ensure they are working with equipment that is a high standard.
  • Assist in the day to day operation of the Support team including oversight of the 1st Line Team
  • Be the 2nd Line escalation point for all support queries handed up from 1st Escalate all issues from 2nd Line to 3rd. Ensure all tickets are triaged and assigned correctly.
  • Assist in the L&D of the 1st Line team to ensure they are operating a smooth support process

Collaboration: 

  • To work in conjunction with the team to ensure all issues are fixed quickly and efficiently. To help and assist where necessary.
  • Work collaboratively across all departments within the business and contribute with your technical experience where applicable.
  • Help senior members of the team maintain good working relationships with suppliers and vendors by giving regular input.
  • Work with People team to ensure New Starters sheet is updated and staff members are equipped properly.

Analytics:

  • To help the team build a knowledge base within our Ticketing System and keep it up to date with the correct fixes.
  • Monitor network traffic tools to ensuring network traffic is maintained to a high standard.

Knowledge and Opportunity: 

  • Watch and listen relevant webinars where necessary to increase knowledge of the applicable systems (Jamf, Meraki, Spoke)
  • Collaborate directly with the 2nd Line Lead to identify common issues/patterns using data extracted from spoke.

Other Duties: 

  • Will be an ambassador for the function.
  • To work outside of hours where necessary/required.
  • Identifies areas where training/certification is required and proactively arrange such training/certification once identified.
  • To lead by example on best practices and tech policy.
WHAT YOU'LL NEED:
  • Experience within an IT/Tech Support and/or Infrastructure Team
  • Increased levels of autonomous working – Learning on the fly
  • Excellent decisions making skills
  • General High level of organisational skills
  • Work collaboratively with 2nd Line Lead and other International Infrastructure/Tech Managers to align on global projects and joint tasks.
  • Experience in supporting a small to Mid-Sized HQ and Satellite Office user base in all IT related questions and queries
  • Overseen set up, issue and ongoing maintenance of Company Equipment (including Mac/Windows + iOS devices to end users). To be fluent in Mac OS and Windows 10 is paramount.
  • Staff on-boarding and training with software & hardware
  • Day to day staff in person/email/phone support
  • Providing support for Gymshark software/hardware emergencies – occasionally out of hours if urgent
  • Maintenance of individual machines, such as drivers/settings as well as printers and other peripherals.
  • Administering computers, printers, VoIP phones, smartphones, software deployment, security updates and patches.
  • Supporting and updating AV, VC, Security and MDM platforms
  • Procurement of IT Hardware and Software via Local Vendors
  • Good understanding of Office 365 Suite, Okta, Azure/InTune, Slack, JAMF & Cisco Meraki
  • Good understanding of Support Ticketing Systems. Triage and escalations experience desired.
  • Supporting and Maintaining LANs, WANs, VLANs, Internet Provisioning, and intranet systems.
  • Ability to work collaboratively with other team members to deliver immediate tasks.
  • Commercial Awareness and a creative problem solver with the ability to think laterally and understand the cost and value drivers within a competitive business environment.

Here are some of the perks we offer:

πŸ™Œ Opportunity to work on high traffic, high performing e-commerce systems
πŸ€‘ Competitive 'Win Together, Lose Together' Bonus
🩺 Full private medical insurance with no excess
πŸ– 25 days holidays + your birthday and all the Bank Holidays which can be substituted and taken whenever you want.
πŸ’» A truly flexible working culture (role needs someone to come to HQ at least twice a week but not every day).
πŸ‘₯ A collaborative, creative and inspiring working environment
πŸ’° Employer pension contributions up to 7%
🀩 Life Assurance at four times your basic salary
🦈 50% Gymshark Discount & Gymshark Gift Card for each year of service
πŸ₯‡ Financial, Physical and Mental Wellbeing Support
πŸ“š Great training and learning resources & 10% time for personal development
πŸ–₯ Choice of hardware and access to the best software
πŸ€’ Paid time off when you’re physically and mentally unwell
🧸 Very Generous Family Leave package – we support you extending your family

GS Campus Perks:

🍎 Refuel - Healthy fresh food at GSHQ
πŸ‹οΈβ€β™‚β€ Free Lifting Club (LC) Gym Membership for yourself and two friends/family
πŸ‘‰ Free monthly massages
πŸ’ˆ Beauty and Barber facilities
🚘 Free on-site parking