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IT Systems Support Engineer at FutureLearn Ltd

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  • London
  • fulltime

For over 15 million learners, FutureLearn is the gateway to high-quality lifelong learning – something we’re truly passionate about in our mission to transform access to education. Partnering with over 260 international educational institutions and businesses, we up-skill learners and fire up their creativity, interest – and, of course, their CVs! – with our online courses. We’re building a connected, collaborative, global community where learning is available for all. We’re on the cusp of emerging from a plucky edtech start-up into a truly transformational business, with meaty goals for the next five years. You could help us achieve those goals, working in a dynamic environment and with a truly passionate team.

Whats the opportunity?

The role of an IT Systems Support Engineer is to ensure the efficient use of FutureLearn’s IT equipment and operational applications but most of all support our people’s IT needs, ensuring the efficiency of our operational IT.

An IT Systems Support Engineer’s role is varied. From dealing with laptops, desktops and mobile devices not working properly, through application administration, configuration and user administration; to IT transformation implementation i.e. rolling out new applications and technology.

We are committed to good information and cyber security practices (ISO27001 and Cyber Essentials certified) and this role is considered essential in maintaining the security of our applications and operational data.

What does success look like?

As an IT Systems Support Engineer in the IT team at FutureLearn you’ll collaborate and support all levels of our people. You’ll have good communication skills and be comfortable discussing problems and solutions with your colleagues potentially in a non-technical way.

You’ll be comfortable dealing professionally, courteously and with empathy, queries and requests posted (tickets) by our people for IT support for technologies such as hardware support including laptops, desktops, mobile devices and peripherals; software applications such as Google Workspace, Okta, Slack, Zoom etc.

Supporting our joiners, movers and leavers process, you’ll be responsible for (de)commissioning devices for use throughout the business and ensuring access is aligned with business requirements.

Creating, improving and working in line with our documented policies, processes and procedures.

Suggesting new ways of working and using technology to improve our processes and return on investment.

You’ll also be working on business projects as the IT representative to ensure IT delivers the best possible service to the business.

What will you bring to the table?

Essential

  • Good verbal and written English language communication skills with the ability to convert technical solutions and responses into layman’s terms
  • Experienced working in a 2nd / 3rd line support role
  • Excellent troubleshooting skills
  • Excellent knowledge of using and supporting Apple MacOS, iOS, Microsoft Windows and Android
  • Good knowledge of configuring, using and support networks, such as Ethernet, Wi-Fi and TCP/IP
  • Good knowledge of configuring, using and supporting cloud-based applications such as Google Workspace, Okta, Slack, Zoom etc.
  • Good knowledge of (un)installing, configuring, using and supporting desktop applications such as Microsoft Office, Adobe Creative Suite, Web browsers such as Google Chrome and Mozilla Firefox etc.
  • Good knowledge, including configuration of mobile device management (MDM), such as Jamf Pro, Microsoft Endpoint Manager (Intune) etc.
  • A working knowledge of using and supporting IT hardware and peripherals such as Laptop, desktop, tablet computers, smartphones, printers, keyboards and mice etc.
  • Good time management skills with the ability to prioritise work effectively to ensure colleague’s reasonable IT requirements are catered for and that SLAs are maintained.
  • Ability to be able to travel at short notice as necessary and physically capable of lifting and carrying IT equipment within Health and Safety guidelines.

Desirable

  • IT qualification(s) such as A+, MCSA, MCSE, Google Cloud, Okta or AWS certified etc. or equivalent experience.
  • Experience working within an ITIL or ISO20000 framework
  • Expert knowledge in any essential technology listed above. Apple and Microsoft products and services; Google Workspace, Okta or MDM technologies being of particular interest.
  • Based in or easy commute to our London office.

What can we offer you?

  • Competitive salary based on experience and qualification
  • Fully flexible working environment/hours, with stylish offices in Holborn
  • 28 days’ holiday (plus 8 days’ public holiday)
  • Buy and sell up to 5 days’ holiday
  • Charity day (volunteer for a charity of your choice)
  • Cycle to work scheme, and showers and secure bike parking in the office
  • Season Ticket loan
  • Pension (4% employer / employee contribution)
  • Open University Staff Fee Course Waiver Programme
  • Personal training budget and dedicated time to take our online courses
  • A diverse and inclusive team to work with

What happens next?

Ready to go for it? Click 'Apply for this job' below, include your CV and a cover letter telling us why you'd like to become a FutureLearner, and how you’ll nail this role.

Recruitment Process

Please contact jobs@futurelearn.com if you require any reasonable adjustments or alterations to be made to support you through the recruitment process.

We can't wait to meet you!

Diversity Statement

We value all the great benefits that diversity brings and encourage everyone to bring their whole self to work – regardless of gender, religion, ethnicity, sexual orientation, age or disability.

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