Job purpose:

To support the internal colleagues working within Orderly with all requests, IT. This could include device issues, software installation, or even new hardware. For someone who thrives in the role, there is also the opportunity to gain exposure to our wider infrastructure which supports our customer facing solutions.

Main duties:

• Document and track support tickets in the internal ticketing system, maintaining a comprehensive record of interactions and resolutions.
• Managing all internal technical service requests within SLAs (i.e. new starter requests,password resets,device setup.)
• Managing and updating Users, Devices and Software within the Microsoft environment (InTune).
• Proactively identify patterns or trends to issues and suggest improvements to product documentation, user guides, or training materials.
• Provide technical guidance and advice to colleagues.
• Contribute to the creation and maintenance of knowledge base articles and technical documentation to enhance the self-service capabilities of customers and the support team.
• Supporting the security manager and the business in the Implementation, execution and evidencing of ISO27001, SOC2 and any other security standards that may be pursued by the business.
• Point of contact for Orderly Staff of all levels who are having technical issues.
• Keep all Company Portal Software up to date.
• Work closely with both infrastructure and security to make sure all IT equipment is compliant.
  
  

Additional duties:

• Reviewing, and working with the infrastructure team to manage and respond to internal alerting (infrastructure alerts, application alerts, security alerts etc.)
• Assisting the external customer desk when there are resource shortages, or high levels of demand.
• To participate in the out-of-hours support rota once established.
  
  

Requirements:

• Bachelor’s degree in IT, Computer Science, Networking, Infrastructure or related field, or equivalent practical experience i.e. apprenticeship.
• Familiarity with ticketing systems and experience in documenting and tracking support tickets.
• Proficiency in managing and updating users, devices, and software within Microsoft environments, particularly InTune.
• Strong problem-solving skills with the ability to proactively identify patterns or trends in technical issues.
• Excellent communication skills, both written and verbal, with the ability to provide technical guidance and advice to colleagues of varying technical backgrounds.
• Experience in contributing to knowledge base articles and technical documentation.
• Familiarity with security standards such as ISO27001 and SOC2, with experience in implementing and evidencing compliance preferred.
• Ability to work independently and as part of a team, collaborating closely with both infrastructure and security teams.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
  
  

Inclusivity statement

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.