Through education, people can transform their lives and reach career goals. learndirect has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach.
As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all.
From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career.
Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need. With rapid expansion well underway, you could become a part of the online solution to educational needs.
Job Purpose
To ensure the seamless operation of end-user devices and related technologies, including laptop builds, Microsoft 365 and Google administration, office infrastructure support whilst addressing technical issues with software & hardware. This position will be based in our Bournemouth, Dorset office to support team members in the office, in addition to remote staff.
Key Responsibilities And Accountabilities
* Monitor, maintain, and troubleshoot end-user computing infrastructure, including hardware, software, and peripheral devices.
* Provide technical support and assistance to end-users, ensuring timely resolution of hardware, software, and network-related issues.
* Perform system upgrades, patches, and firmware updates to maintain security and performance standards.
* Planning and forecasting for equipment provisioning.
* Facilitate GDPR and compliance processes.
* Triage & escalation of internal support tickets.
* Implement and enforce security protocols, including antivirus software, firewalls, encryption, and access controls, to protect end-user devices and data.
* Stay up to date with emerging technologies and industry best practices to continuously improve the end-user computing environment.
* Ensure we are appropriately licensed.
* Support and maintain office infrastructure, including networks.
* Maintain an accurate asset register.
* Incident/request management ensuring resolution within SLA.
* Raise calls with and work with appropriate 3rd party technology suppliers to resolve incidents.
* Carry out Standard Change requests, as defined by the Change Management process.
* Management of suppliers for software and services.
What We Are Looking For In You
* Experience of at least 2 years technical support experience - essential
* Azure stack including Office 365 - essential
* VOIP & telephony systems - essential
* Remote device management (Intune or equivalent tool) - essential
* Excellent stakeholder skills - essential
* Friendly and approachable - essential
* Time management skill - essential
* Google Cloud knowledge - desirable
* MySQL - desirable
* Familiarity with bespoke web applications - desirable
* PHP - desirable
* PowerBI - desirable
* Hubspot CRM knowledge - desirable.
Why work with Us?
* Complete a funded course of your choice after your probation period.
* Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday/appreciation day.
* £50 Amazon thank you Voucher for your birthday.
* Company pension scheme.
* Refer a friend scheme.
* Inclusive culture and positive working environment.
* Staff social events.
The salary range for this role will depend on experience.
We are an equal opportunity employer, always looking for the right talent based on merit for every position. learndirect believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals.
Proposition: Empowering people to reach their potential.
Our Mission: Removing barriers (time, tech, cost) to enable a ‘learning lifestyle’.
Our Vision: To create the modern approach to learning.
Our Values: Working with PACE we strive to be:
Passionate “We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other.”
Agile “We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities.”
Courageous “We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach.”
Empowering “We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view.”
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