Role title: IT Senior Support Technician Reports to: Head of IT Location: Hybrid home / office based with flexibility to travel to other offices in the UK Hours of work: 35 hours each week Purpose of role Ascot Lloyd is a company growing through acquisition. We run in a Cloud only model within Azure utilizing technologies such as AVD (Azure Virtual Desktop) to provide a secure working environment for staff, we also work with a variety of 3rd party suppliers to assist us in both projects and day to day tasks inclusive of; Azure, WAN, LAN, telephony and printing. PCs, laptops, mobile devices are commissioned and manage in house using MDM Solutions such as InTune. We are a Microsoft, O365/M365 house with an appreciable and growing footprint in Azure. Our strategy is cloud first providing staff agility via a secure VDI desktop available from any device in any location. Working as part of the Company’s in-house IT team, the primary focus of this position is to assist the Head of IT in the provision of IT services for the Ascot Lloyd staff and property portfolio, work alongside fellow IT staff members in various pieces of day-to-day tasks and project work. This role will be based predominantly home or hybrid (mix of home and office), occasionally visiting our sites across the UK using a mixture of own transport or rented vans, trains and planes along with office-based face to face team days. Key Responsibilities To manage and administer our technology stack working closely with partners to develop requirements where changes to the design are required. To provide an escalation path from our Service Desk function to assist in the maintenance of IT services and resolve issues using remote tools and technologies. Acting as a point of escalation for the Company’s IT suppliers regarding end user issues Liaising with the HR Department and Line Managers across the business regarding hardware requirements and set up for new starters and leavers Maintaining a full inventory of IT hardware across the Company making proposals for and dealing with asset recycling as appropriate Review and management of service issues with escalation to the Head of IT as required Liaison with the Company’s third-party providers for IT support, telephony and printers/scanners as appropriate Assisting in the procurement and provisioning lifecycle of IT hardware across the Company as authorised by the Head of IT (procure, provision, decommission, disposal) Undertaking ad-hoc IT projects as required by the Head of IT. Engage in Continuous Service Improvement of IT solutions and processes Contribute to IT Strategy and Roadmap SM&CR Responsibilities As an FCA regulated Company, Ascot Lloyd are required to adhere to the Senior Managers and Certification Regime (SM&CR), to develop a culture where employees take personal responsibility for their own actions. Individual Conduct Rules You must act with integrity You must act with due care, skill and diligence You must be open and co-operative with the FCA, PRA and other regulators You must pay due regard to the interests of customers and treat them fairly You must observe proper standards of market conduct Experience / Skills Required Experience of introducing new IT services through requirement gathering, design and implementation Advanced experience of all aspects of end point compute in a corporate environment is essential. i.e. hardware, operating systems, networking, printing, security, Intune, troubleshooting Experience of advanced administration and support of corporate IT solutions is essential, including User Authentication, Cyber Security, MS Active Directory, MS Azure cloud services, O365 / M365, MS Bitlocker, MS Authenticator, Teams A solid understanding of cloud datacentre compute, virtualisation, storage, network, telephony on premise and in the cloud is essential ITIL Foundation qualification would be advantageous Experience in a customer facing in persona and remote IT engineering support role Experience managing outsourced suppliers Excellent interpersonal skills Excellent communication skills, both written and verbal Ability to explain technical subjects to a non-technical audience Willingness and potential to learn and understand software used across the business and to train others A logical mind and enjoyment of problem solving This role will initially primarily work alongside existing senior engineers to skill up on the environment and assist with management of; Microsoft InTune, Azure Virtual Desktop, Willingness and ability to work flexibly (times and location)