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As Senior Support Analyst you will be utilising your advanced technical knowledge to plan and lead the implementation of technical solutions for LADbible Group. You will also provide technical leadership and support, resolve problems of a comprehensive and complex nature alongside the rest of the I.T. team in both Manchester and London offices. As Level 3 support, you will be the main point of contact for the LADbible Group Board and Senior Leadership and will be based in the Manchester office, with frequent travel to the London office as and when needed.

What the opportunity looks like

• Supports and provides functional direction to other members of the I.T. Support team


• Performs diverse technical assistance, documents findings and performs maintenance duties in support of a large unit that may encompass a variety of user support needs


• Maintains, updates and audits record keeping systems; documents projects, writes and maintains user instructions


• Oversees, maintains, and inputs applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials


• Performs advanced technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves complex system hardware, software, and network failures and conflicts


• Leads the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates


• Will participate in and/or leads research and development initiatives and provides assistance in the implementation of new technologies


• Serves as a primary project member on technology projects with large scope and impact; may lead and integrate the work of other staff


• Oversees and performs the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices


• Maintains knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems


• Experience of communicating technical guidance and instruction to users from all levels in the business


• Ability to perform advanced preventive maintenance on systems software, applications, hardware, networking, and communications


• Knowledge of current technological developments/trends in area of expertise


• Ability to provide leadership and functional direction to other technical support staff


• Setup new starters – set up all user account and computer profile. Carry out a face-to-face walk through with the new starters in the Manchester office


• Setup and Configure all new devices and computers, following documentation and the build process


• Decommission user accounts, ensuing all data is managed per the ticket request and decommissioning process


• Act as one of the primary contacts on site for the Manchester office, taking ownership and resolving tickets that require a physical presence


• Keep asset management system up-to-date, assess all new equipment as well as carrying out periodic stocktake of equipment onsite


• Support on-site AV equipment throughout the office and in meeting rooms, ensuring the equipment is always functional and ready to use and resolve any issue


• Assist in the process of order all new equipment


• Ensure devices are up-to-date (software, antivirus, OS patches/releases and encryption)

Technologies:

• Microsoft Office 365 & Azure Active Directory


• Operating Systems - Windows 10/11 & OSX 11 to 13


• JAMF/ABM MDM


• MS Office & Adobe Creative Cloud


• Meraki / Unifi Wi-Fi Infrastructure


• Zendesk Ticketing & Asset Inventory Management


• Sophos Endpoint Protection / Microsoft 365 Defender

Skills and experience we’d like you to have

• Experience working in 1st, 2nd and 3rd line support role, supporting around 200-300 users


• Highly proficient with Microsoft 365


• Security experience (ideally with Microsoft Azure)


• Infrastructure and deployment experience (ideally with Microsoft Azure)


• Experience managing a team


• Support of Windows and Mac users


• Natural problem solver and strong communicator


• Worked in a fast-paced environment, ideally within a similar industry


• Experience supporting users face to face and remotely


• Experience supporting AV equipment and meeting rooms


• Office 365 Portal Administration (account creation and user management)


• Experience in support hardware, laptops, printers, iPhone, TV’s and AV equipment

Bonus:

• VIP support


• Experience working within a publishing, music, media or entertainment environment


• Exposure and management of video editing and storage systems, such as Adobe Premier and Frame.io would be a bonus

At LADbible Group we've rolled out blended working which means the majority of departments across the business (including London, Manchester and International offices) work in the office 3 days per week.

LADbible Group is an equal opportunities employer. We are determined to create a diverse group at all levels of our company and we welcome all members of the community to apply for openings with us. As the leading social youth publisher, we have a powerful global platform to better represent our audience and enable those that do not have equal opportunities, to have their voices heard. As a business, we are committed to building a diverse and inclusive workforce, in an environment where everyone feels comfortable to be themselves.