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 1^st Line Team
• Be the 2^nd Line escalation point for all support queries handed up from 1^st Escalate all issues from 2^nd Line to 3^rd. Ensure all tickets are triaged and assigned correctly.
• Assist in the L&D of the 1^st 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.

• 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.