IT Support Technician
Offer summary
Qualifications:
Solid troubleshooting and problem-solving skills., Good understanding of Microsoft 365 and cloud-based systems., Experience or interest in system administration., Effective communication tailored to different IT literacy levels..Key responsibilities:
- Provide 1st line support for IT issues.
- Manage support requests, triage, and escalate when necessary.
- Administer Office 365 and Zoho One systems.
- Assist colleagues with IT and web-related queries.
Job description
This is a remote position.
Are you a natural problem solver who loves supporting others with tech? We’re looking for a reliable and enthusiastic IT Support Technician to join our remote team at Classroom Secrets.
This is a handson, supportlevel role ideal for someone who enjoys troubleshooting, communicating with people at all levels, and working with a variety of systems in a growing digital business.
We’re looking for someone with solid troubleshooting and problemsolving skills who enjoys working through technical challenges with confidence. Strong communication is essential—you’ll need to be patient, clear, and supportive when helping users with a wide range of IT confidence levels.
A good understanding of Microsoft 365 and other cloudbased systems is important, as these are core to our daily operations. Experience or a keen interest in web development would be a bonus, but not essential.
You’ll thrive in this role if you’re a team player who is organised, detailoriented, and always ready to learn. Most importantly, we value a proactive attitude and a willingness to take ownership of tasks within your remit.
What you’ll be responsible for…
- 1st line support for all IT related issues
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- Dealing promptly and efficiently with IT support requests, triaging and escalating where necessary
-
- System administration of Office 365 and Zoho One software suites
-
- Build and administer reports to support business needs
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- Live and breathe the vision, mission and values of Classroom Secrets
-
- Take responsibility for your own professional and personal development
-
- Actively assist and advise colleagues on all IT related issues
-
- Answering support tickets and colleague queries
-
- Dealing with a range of IT and web related queries
-
- Create innovative and forwardthinking ideas to improve how we use our technology
-
- Administrative tasks such as new user setup, access control, system updates, application testing, disaster recovery, report writing
-
- Other adhoc tasks and projects as required to ensure the smooth running of the business
-
- Excellent at confidently troubleshooting and researching, resulting in a prompt and appropriate resolution
-
- Understanding the various scope and functionality of applications and systems
-
- Experience of system administration, particularly Office 365 and Zoho One (desirable)
-
- Understanding that each colleagues’ IT literacy levels are different and how to communicate with them effectively
-
- Recognising and taking opportunities to maximise your role in addition to the duties listed on this job description, such as having an idea outside of your working hours and sharing it with your team or manager
-
- Identifying your most productive time of day and utilising this to have success in your role
-
- Understanding how our applications and systems can change our colleagues working lives for the better by considering every detail during colleague contact
-
- Effectively managing your own workload and deadlines within the working week
-
- Liaising with other team members and managers to ensure swift turnaround of work within set deadlines
-
- You get to make a difference in your role: everyone here does – each role counts. Our vision is to be the most trusted educational resource provider for teachers, schools, parents and tutors worldwide.
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- A friendly, flexible environment where people are happy and encouraged to help and support you in your role
-
- A relaxed working environment where we take pride in our family feel atmosphere.
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- A supportive onboarding experience, including a dedicated buddy to help you settle in
-
- A challenging role you can make your own where no two days are the same.
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- Holidays, plus the option to purchase up to 15 days annual leave (prorata for part time)
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- Opportunities to have regular one to ones with the Directors to share feedback and make suggestions.
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- Personal development hour
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- Inhouse mentoring programme
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- Contributory pension scheme
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- 6 months supported probation period.
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- Wellbeing at Work Program – we take wellbeing seriously and have a dedicated Wellbeing Committee working to provide tools to support colleague wellbeing aligned to 5 key pillars (and backed by research); Social, Mental Health, Physical, Learn and Environment.
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- Flexible working opportunities aligned to both your personal needs and business requirements to make it easier for you to get your job done!
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- The option to work completely remotely, in the office, or a hybrid working mix of both! Occasionally you may be required to attend the office, or meet colleagues in a coworking space but you would be provided plenty of notice.
- Flexible working opportunities aligned to both your personal needs and business requirements to make it easier for you to get your job done!
- Wellbeing at Work Program – we take wellbeing seriously and have a dedicated Wellbeing Committee working to provide tools to support colleague wellbeing aligned to 5 key pillars (and backed by research); Social, Mental Health, Physical, Learn and Environment.
- 6 months supported probation period.
- Contributory pension scheme
- Inhouse mentoring programme
- Personal development hour
- Opportunities to have regular one to ones with the Directors to share feedback and make suggestions.
- Holidays, plus the option to purchase up to 15 days annual leave (prorata for part time)
- A challenging role you can make your own where no two days are the same.
- A supportive onboarding experience, including a dedicated buddy to help you settle in
- A relaxed working environment where we take pride in our family feel atmosphere.
- A friendly, flexible environment where people are happy and encouraged to help and support you in your role
Benefits
Why join us…
- You get to make a difference in your role: everyone here does – each role counts. Our vision is to be the most trusted educational resource provider for teachers, schools, parents and tutors worldwide.
- Liaising with other team members and managers to ensure swift turnaround of work within set deadlines
- Effectively managing your own workload and deadlines within the working week
- Understanding how our applications and systems can change our colleagues working lives for the better by considering every detail during colleague contact
- Identifying your most productive time of day and utilising this to have success in your role
- Recognising and taking opportunities to maximise your role in addition to the duties listed on this job description, such as having an idea outside of your working hours and sharing it with your team or manager
- Understanding that each colleagues’ IT literacy levels are different and how to communicate with them effectively
- Experience of system administration, particularly Office 365 and Zoho One (desirable)
- Understanding the various scope and functionality of applications and systems
Requirements
What you can bring…
- Excellent at confidently troubleshooting and researching, resulting in a prompt and appropriate resolution
- Other adhoc tasks and projects as required to ensure the smooth running of the business
- Administrative tasks such as new user setup, access control, system updates, application testing, disaster recovery, report writing
- Create innovative and forwardthinking ideas to improve how we use our technology
- Dealing with a range of IT and web related queries
- Answering support tickets and colleague queries
- Actively assist and advise colleagues on all IT related issues
- Take responsibility for your own professional and personal development
What will you get up to?
- Live and breathe the vision, mission and values of Classroom Secrets
- Build and administer reports to support business needs
- System administration of Office 365 and Zoho One software suites
- Dealing promptly and efficiently with IT support requests, triaging and escalating where necessary