Senior IT Technician - Thames Ditton, Surrey

Job Purpose:

To support and develop the IT ecosystem at Colets in conjunction with the Head of IT, ensuring a reliable, secure and efficient technology environment for staff, members and guests.

The role will provide senior technical support across the organisation, act as an escalation point for complex issues, contribute to IT projects and provide advice and recommendations on opportunities to improve systems, processes and ways of working.

Role and Responsibilities:

• Provide 1st, 2nd and occasional 3rd line support across the organisation.
• Act as an escalation point for complex technical issues and major incidents.
• Support business continuity and resilience planning for critical IT systems.
• Proactively identify opportunities to improve IT systems, processes and user experience.
• Review existing workflows and recommend efficiencies through automation and better use of technology.
• Advise departmental managers on technology solutions to support operational requirements.
• Support cyber security initiatives including patching, access management and staff awareness.
• Assist with management of Microsoft 365 administration including Exchange, Teams, SharePoint and Intune where appropriate.
• Maintain asset registers and support hardware lifecycle planning.
• Produce and maintain technical documentation, user guides and process maps.
• Deputise for the Head of IT where required.
• Support procurement decisions and provide technical input into supplier selection and contract renewals.
• Assist with budgeting and planning for future IT investment.

Cultural / Values

Commit to the company values and personality.

Our Values:

• Welcoming - We do things a little differently around here, not just another corporate gym
• Supportive - Of our community, members and each other - We genuinely care
• Authentic - We are inclusive, unpretentious and trustworthy - Not for profit

Our Personality:

• Motivated - Engaged, part of the family and driven to make a genuine contribution
• Friendly - Outgoing, enthusiastic and able to engage with both colleagues & customers
• Proud - Positive - has a 'can do' energy that brightens up those around them

KPI's:

• IT Tickets closed per month >95% of opened
• Service Satisfaction >80%

Qualifications / Educational Requirements:

Essential

• Experience providing 2nd line IT support in a multi-site or complex environment.
• Experience administering Microsoft 365 environments.
• Experience managing relationships with third-party suppliers and MSPs.
• Experience with networking fundamentals including switches, Wi-Fi and firewalls.
• Experience with Windows desktop and server environments.

Desirable

• Experience in hospitality, leisure or membership organisations.
• Experience with SQL, Power BI and Power Automate.
• Experience with access control, CCTV, telephony or payment systems.
• Relevant Microsoft or industry certifications.
• Experience within a Fitness or Leisure space

Preferred Skills:

• Sound understanding of computer systems (hardware/software), networks, telecommunications
• Strong analytical and problem-solving skills
• Experience with Power Automate and Power Bi
• Strong knowledge of SQL
• Strong Knowledge of Microsoft 365
• Highly developed technical specification writing skills
• Ability to communicate complex topics simply
• Great Attention to detail
• Customer service skills
• Experience managing third parties and managing MSP to a high level of delivery
• Ability to prioritise effectively in a fast-moving operational environment.
• Ability to balance hands-on technical work with strategic improvement initiatives.
• Strong stakeholder management and communication skills.
• Commercial awareness and ability to identify cost-saving opportunities.

Additional Notes:

Contract Type: 12 Month Fixed Term Contract

This role has been created to support the continued development and resilience of the IT function during a period of organisational change and major technology projects.