IT Support Coordinator

Echo House Ltd; London; On-site; GBP 80,000 - 100,000; Full time

Job description

ECHO HOUSE IT Support Coordinator

Reporting to: IT Manager

Echo House is a market leader specialising in Project Management, Creative & Technical Design, Artworking, Digital Content, Print, Experiential Brand Activation, and Sustainable Creative Production.

OUR MISSION

Echo’s mission is to empower our clients by delivering exceptional design and quality through a seamless integration of innovation, technology, and meticulous attention to detail, creating experiences that go beyond expectation.

We are committed to nurturing sustainable practices, prioritising the wellbeing of our planet, whilst maintaining an unwavering dedication to superior service. With passion driving our purpose, we promise to excel, consistently and without compromise.

WE STAND FOR

An extraordinary culture of empowerment, respect, authenticity and collaboration, and a business that exceeds all expectations.

A team that delivers beyond our leadership and who have an extraordinary life in and outside of the workplace.

That Echo is acknowledged as the leader of sustainable design and creative production in the world.

Scope of the Role:

The IT Support Coordinator is responsible for providing technical support and assistance to end-users within the organization. This role involves troubleshooting hardware and software issues, managing IT resources, and ensuring the smooth operation of IT systems. The IT Support Coordinator will work closely with other IT staff to maintain and improve the company's technology infrastructure.

The nature of our industry is that working ad hoc additional hours, or out of normal working hours, can be expected as a normal function of this role. Paid overtime, or time in lieu, is not provided for this. The leadership team of Echo House remain committed to limiting the extent and potential impact of this, for all individuals at Echo.

Echo operates within the vibrant pulse of the design and production industry, one of the world's most challenging yet fulfilling creative sectors. Our ethos centres around positivity, which underpins every interaction, be it team collaboration, client communication, or individual tasks. As the dynamics of our work continually evolve, maintaining flexibility, responsiveness, and composure are essential to delivering efficient and effective results. We uphold a culture of mutual respect, acknowledging that each team member's unique contributions enrich our collective output. Success at Echo hinges on your capacity to collaborate, deliver results, and bring a proactive spirit to our dynamic, often high-pressure environment.

Main Duties and Responsibilities:

UNIVERSAL

• Operating with integrity – performing whole and complete work for and with all Echo colleagues, clients and suppliers alike.
• Ensuring Echo House maintains its status as an industry leading team of dynamic, proactive & professional specialists.
• In depth training is provided as a core part of all new starters’ induction. On–the–job learning remains the single most effective way to learn what we do and how we do it.

CORE KNOWLEDGE BASE

• Proven experience in an IT support role.
• Strong knowledge of computer hardware, software, and networking.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.

CORE AREAS OF RESPONSIBILITY

• 1st line of support for employee support.
• Train and support end-users on IT systems and best practices.
• Stay up-to-date with the latest technology trends and advancements.

MAIN DUTIES:

• Provide first-line onsite technical support to end-users via phone, email, and in-person on both Windows and MacOS platforms.
• Troubleshoot and resolve hardware, software, and network issues where possible or escalate for assistance when appropriate.
• Install, configure, and maintain computer systems and peripherals.
• Manage user accounts, permissions, and access rights.
• Monitor and maintain IT systems, including servers, networks, and security systems.
• Assist with IT projects, including system upgrades and deployments.
• Collaborate with other IT staff to develop and implement IT policies and procedures.
• Create or update spreadsheets as required.
• Occasional visits to other sites may be required.

GENERAL

• Echo is a dynamic, busy company with a close working team and as such we sometimes require our employees to work on additional bespoke projects outside of their daily duties. This is also aimed to encourage and broaden individual skills and ambitions.
• To perform other reasonable tasks as required by the Directors or your department head.
• Follow and promote to colleagues, visitors and the public all health and safety procedures and protocols.
• Follow Echo’s sustainability policies and procedures. Promote sustainable operations to colleagues, clients and suppliers.

ESSENTIAL INDIVIDUAL CHARACTERISTICS:

• Excellent time management.
• Excellent organisational skills.
• Excellent attention to detail.
• Individual diligence with a focus on team participation.
• Level-headed approach to demanding circumstances.
• Good leadership skills.
• Good written and oral communication skills.
• Ability to clearly communicate instructions to a team.
• Flexibility and willingness to provide practical support where necessary.
• Good Excel and MS Office knowledge and practical experience.
• A quick learner with a positive approach will pick up everything they need to know at Echo.
• Ability to work independently and as part of a team.

DESIRABLE INDIVIDUAL CHARACTERISTICS:

• A dynamic individual who takes pride and enthusiasm in all tasks they are assigned and those they seek out themselves proactively.
• Ability to manage multiple projects of varying nature simultaneously.

OUR GUIDING PRINCIPLES:

• Embrace Being Uncomfortable – The greatest learning moments occur when outside of your comfort zone.
• Be Quick Don’t Hurry – provide agile service without compromising quality of work.
• Constantly Curious and Open to the New – Immerse into experiences and think outside the norm.
• All Hands on Deck, Always – No matter the nature of the job, we get it done together.
• Truth in Words and Actions – Take ownership and accountability.
• Culture in Action – Shut down conversations that are detrimental to other individuals. Look to surround yourself with colleagues that talk about visions and ideas, not other people.

Equality and Diversity:

We promote a working environment in which diversity is recognised, valued, and encouraged. We acknowledge the multicultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. It is therefore your responsibility to make sure you always observe and adhere to this policy.

www.echo-house.co.uk/company-policies