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IT Support Analyst

Fulham Pier

Positioned along the Thames and nestled by parkland, we’ve bought life to this pocket of Southwest London by creating a unique destination that’ll be open morning, noon and night. Whether a visitor is looking to start the day with sunrise yoga, pop in for a flat white in between meetings, make space for mindfulness in their lunch break, try a pizza making class with the kids, or make a date with a glass of bubbles, there’s something for everyone.

Your role in this destination is to be the exceptional host, to make every visit a memorable experience, to make every day worth savouring. Fulham Pier is the heart of the community, and so are you. 

Role

Provide 1st/2nd line technical and operational support for all IT hardware and services throughout Fulham Football Club and Fulham Pier. Supporting users both remotely and on site.

Responsibilities

  • Respond to 1st and 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service.
  • Escalate 3rd line support queries effectively.
  • Support users in the use of computer equipment by providing necessary training and advice.
  • Take ownership of assigned issues, perform technical diagnosis and resolve, either on-site or remotely.
  • Arrange external/third-party support when relevant.
  • Perform daily maintenance tasks on all IT services as required by Fulham Football Club.
  • Perform hardware & software installations, upgrades, updates, configurations and troubleshooting.
  • Maintain Asset Register for all hardware devices/software licences.
  • Provide out of hours support as required by the business.
  • Provide Matchday and Event support as part of a rota.
  • Produce documentation on profiles, standards, policies, builds and technical projects as well as documentation of all support procedures.

Essential experience

  • Windows 10/11, MacOS
  • MS Office 365
  • Installation/Configuration/Troubleshooting of PC/Laptop/Mac hardware/software
  • Basic Active Directory account administration
  • Understanding of Backup Technologies
  • Mobile devices, iOS, Android
  • Experience with POS and payment devices
  • Excellent problem resolution skills
  • Excellent organisation and prioritisation skills
  • First class communication and customer service skills
  • Knowledge of basic networking
  • Excellent Customer Service
  • Ability to work collaboratively with colleagues, providing assistance where necessary
  • Proactive – can do attitude
  • Punctual/flexible
  • Eager to learn and improve

Preferred experience

  • Experience with Audio/Visual Equipment
  • Recognised industry qualifications
  • Event support experience (Point Of Sale support)

Application

To apply for this role, please send us your CV and a completed application form to people@fulhampier.com

Health & safety

As confident custodians, all staff must adhere to Fulham Pier’s Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.

Safeguarding

Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Pier’s commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.

Equality, diversity & inclusion

We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.