IT Support Coordinator

Summary

Join GOAT Group as an IT Coordinator and provide comprehensive IT support to our European operations. Manage and prioritize support requests, ensuring timely resolutions for various technical issues. Oversee employee on-boarding and off-boarding processes, managing IT inventory and access requests. Collaborate with IT teams to maintain consistent support across locations and contribute to IT projects. This primarily remote role, based in London, requires one day a week in the office and annual travel to European locations.

Requirements

• College degree preferred, Technical/Business degree or equivalent experience accepted
• Experience with technology & software procurement
• Experience with IT asset management and an ITSM inventory system
• Experience with managing access control managing roles & permissions
• Strong leadership and team management skills
• Ability to support a global workforce and work across different time zones
• Proven ability to provide exceptional customer service
• Proficient with spreadsheets and ticketing systems
• Familiarity with remote support tools and techniques
• Knowledge of cybersecurity best practices
• Strong analytical and organizational skills to define problems, collect & analyzes data, establish facts, and draw valid conclusions with a high attention to detail and accuracy
• May require occasional late evening hours for meetings
• Will require after hours on-call support
• Able to effectively communicate technical information to non-technical audiences
• Able to maintain professional demeanor under stress
• Highly adaptable, can pivot seamlessly to changing business priorities
• Strong written and verbal communication skills
• Annual travel to remote locations for IT project work and support
• May be asked to move equipment over 10lbs
• May require long hours with extended walking/standing in warehouse locations

Responsibilities

• Manage and prioritize support requests, ensuring timely and effective resolution of technical issues related to computer hardware, software, AV equipment, network connectivity and more
• Provides on site support at operations and corporate locations as well as remote support to all users as required
• Work with the PEOPLE team to oversee the on-boarding and off-boarding processes, ensuring seamless starts for employees providing the proper hardware and software tools required for their day to day responsibilities
• Work closely to recover & properly archive employee data upon offboarding
• Maintain and manage IT inventory, including hardware, software, and AV equipment
• Ensure accurate tracking, documentation, and reporting of inventory levels and changes. Work with IT Service Desk to fulfill requests for hardware and fulfill onboards
• Handle access requests, ensuring appropriate permissions and security protocols are followed
• Collaborate with the IT Sysops team to enforce access control policies and procedures. The ability to perform audits of various IT systems for governance purposes
• Provide support to a global workforce, addressing diverse technical needs and challenges
• Coordinate with regional IT teams to ensure consistent and reliable support across all locations
• Provide support and project management for various projects from the IT team and company initiatives. This can range from complex technical projects to small support roles for internal projects
• Identify opportunities for process improvements and implement best practices to enhance efficiency and service quality. Develop and maintain documentation for standard operating procedures and troubleshooting guides